Our purpose is to give everyone real confidence to put their money to work. With a heritage dating back more than 175 years, we have a long history of innovation in savings and investments, combining asset management and insurance expertise to offer a wide range of solutions.
Our two distinct operating segments, Asset Management and Life, work together to provide access to balanced, long-term investment and savings solutions.
Through telling it like it is, owning it now, and moving it forward together with care and integrity; we are creating an exceptional place to work for exceptional talent.
We will consider flexible working arrangements for any of our roles and also offer work place accommodations to ensure you have what you need to effectively deliver in your role.
The Role: M&G Life in its current form was created in October 2024 with the merger of what was formerly the closed book operation and the M&G Wealth Business (open book). M&G Life now covers over 5 million customers with more than £300 Bn invested across all of its products and wrappers, and has an ambitious growth plan for 2025 and beyond. M&G Life operations work with a number of partners including Equiniti, Diligenta, Waystone, Paragon, Willis Towers Watson, as well as M&G Global Services supporting our in-house operation. M&G Life also has international presence with teams in Ireland and Poland, using a mix of insourcing and outsourcing service operations to sell to domestic and international markets.
This role will be key to exploiting the opportunity that exists, with all of these operations now brought together (note – International will remain separate but we will endeavour to share best practice), to redefine the quality standards for our customers. The role holder will set the bar for quality, focussed on customer outcomes and efficient handling and processing across all of our operations across all functional domains (contact channels, back office processing and complaints handling). They will then ensure that the mechanisms are in place for training, licencing and routine checking of our customer service agents to ensure that M&G delivers the level of quality in customer service that underpins our purpose: to give everyone real confidence to put their money to work. The role holder will need to work across approximately 3000 FTE across Contact channels, Complaints and Back Office processing agents to ensure uniformity of approach.
Additionally, the role holder will lead the in-house Complaints handling teams and provide Complaints oversight of our biggest partner, Diligenta, working across function to design and implement an effective complaints strategy and develop the insight to action model across RCA.
Main Responsibilities:
Key Responsibilities:
1. Provide leadership for the quality function by establishing and maintaining high standards for customer outcomes and efficient operational processes across all functions, including contact channels, back office processing, and complaints handling.
2. Oversee the performance of the complaints handling function, ensuring compliance with contractual service level agreements with Diligenta, and managing the internal complaints operations to adhere to Financial Ombudsman Service (FOS) guidelines.
3. Conduct meaningful root cause analysis (RCA) to derive actionable insights for business improvements and collaborate with change teams and the Process Excellence leader to implement process modifications that enhance efficiency and customer satisfaction.
4. Collaborate with other departments to enhance the overall customer experience. Develop and implement strategies to improve customer satisfaction and efficiency. Stay updated with industry trends and adopt best practices to assure customer experience.
5. Use data and insights (including speech analytics) to drive improvements in service delivery and customer satisfaction
6. Proactively identifying all classes risk as defined under M&G Risk Taxonomy relating to operational areas of responsibility, and ensuring they are documented, controlled and managed appropriately to keep the business and our customers safe
7. Lead, mentor, and manage a team of Complaints handlers, QA specialists, support staff development through training programs and personal development plans (PDPs).
8. Foster a culture of continuous improvement and cross-skilling within the team, extending these practises into the supplier.
9. Develop and govern a training plan that supports the mitigation of risk and the development of our teams both in house and within the supplier, working with the Head of Back Office and Shared Services.
10. Develop a comprehensive leadership training strategy to strengthen and grow the leadership community. This includes identifying leadership competencies, designing training programs, and providing ongoing support and development opportunities for current and future leaders.
Key Knowledge, Skills & Experience
11. Must have experience in leading large teams in customer service and complaints operations.
12. Must have developed and driven quality strategies within omni-channel contact centres both in and out-sourced.
13. Must have senior stakeholder management experience in complex operations, including third-party partners.
14. Should have an understanding of financial services regulations and compliance.
15. Must have proven ability to lead and develop a team with a leadership training strategy.
16. Must have excellent verbal and written communication skills.
17. Must have experience in implementing and managing quality assurance programs.
18. Must have the ability to empathize with customers and handle complaints patiently.
19. Must have proficiency in data analysis for service improvement.
20. Must have experience ensuring compliance with industry regulations and standards.
21. Must have demonstrated success in driving continuous improvement initiatives.
22. Must have strong knowledge of service performance KPIs and experience in measure design.
23. Should have experience briefing up to GEC/ExComm level.
What we offer:
At M&G, we’re committed to helping you thrive and supporting your wellbeing, both at work and beyond. Our benefits are designed to help you balance your professional and personal life, while planning confidently for your future. Our UK benefits include:
24. As a savings and Investments firm we are proud to offer a valuable pension scheme of 18%, with 13% made up of Employer Contributions and 5% Employee Contributions.We also offer Share Save and our Share Incentive Plan, together with access to financial wellbeing and support services - to help give you real confidence to put your money to work.
25. Enjoy 38 days annual leave including bank holidays, with the opportunity to purchase up to 5 extra days and additional flexibility through our Time Off When You Need It policy – to balance your work and personal commitments.
26. Our market leading Inspiring Families policy includes comprehensive support and paid parental leave covering maternity, adoption, surrogacy, and paternity leave - as supporting families is a core aspect of our inclusive culture.
27. Health & Protection cover including Private Healthcare, Critical Illness cover and Life Assurance for you, with family options - for peace of mind.
To explore more about life at M&G and our full benefits offering, visit
We have a diverse workforce and an inclusive culture at M&G, underpinned by our policies and our employee-led networks who provide networking opportunities, advice and support for the diverse communities our colleagues represent. Regardless of gender, ethnicity, age, sexual orientation, nationality, disability or long term condition, we are looking to attract, promote and retain exceptional people. We also welcome those who take part in military service and those returning from career breaks.
M&G is also proud to be a, and we welcome applications from candidates with long-term health conditions, disabilities, or neuro-divergent conditions.
If you need assistance or an alternative means of applying for a role due to a disability or additional need, please let us know by contacting us at: