Role Summary
The Quality Management Coach contributes to a positive environment focused entirely on delivering a great service experience to our customers and their advisers. The QM Coach supports a multi‑functional, digitally‑led operation, providing high‑quality services in relation to onboarding new customers and servicing ongoing complex needs. Additionally, the Quality Management Coach is responsible for developing best practice by understanding what good performance is and providing effective feedback and support. Individual performance and service delivery is subject to M&G's HR and people policies and is carried out within all policy, legislation and regulatory risk frameworks. A key requirement is the ability to attain and maintain high‑quality customer outcomes and competence across the wider customer service team and support leaders in the development of their people.
Responsibilities
* Work collaboratively with colleagues and take personal accountability to maintain and enhance controls to support improvement of the overall control environment, customer outcomes and a reduction in M&G's operational risk.
* Analyse performance against defined standards and identify areas for improvement.
* Conduct root‑cause/trend analysis to recommend focused improvement areas for operational management and as part of coaching responsibilities.
* Apply agreed Quality Assurance processes in accordance with the audit plan to validate and monitor quality and accuracy.
* Perform T&C oversight responsibilities to manage the competency of the operational team.
* Provide clear feedback on good performance and areas for improvement using a defined coaching model.
* People coaching and skill development – organise and deliver training, communication and coaching material for one‑to‑one and group sessions.
* Knowledge Management – take a key role in the creation and management of knowledge items; provide feedback to support improvement of knowledge.
* Design, deliver and evaluate learning solutions to meet changing business needs and support attainment of competency within the T&C scheme.
* Use judgement to strengthen a consistent positive risk and control culture by identifying, assessing and managing and escalating potential risk within the team.
Experience and Skill Requirements
* Expert and detailed knowledge of products, systems and distribution methods.
* Strong knowledge of Bonds (offshore preferable) and Complaint management.
* Working knowledge of financial services regulatory and legislative frameworks.
* Experience of complex customer service environments, preferably within an Investments environment.
* Experience of quality management and coaching.
* Experience of training execution.
* Excellence in Execution – proactively seeks ways to improve personal and organisational effectiveness to meet current and future business needs.
* Demonstrates Learning Agility – adapts behaviour in response to new information or changes, demonstrates flexibility, and swiftly mobilises to meet changing demands.
* Clear Communication Skills – natural ability to explain complex information clearly and simply using excellent written and oral communication.
* Building Collaborative Relationships – aids others to create and sustain a work environment that fosters trust and collaborative partnerships.
Job Level
Experienced Colleague
Location
Stirling or Edinburgh
Closing Date
8 June 2026
Benefits
* Valuable pension scheme of 18%, with 13% made up of employer contributions and 5% employee contributions; Share Save and Share Incentive Plan; access to financial wellbeing and support services.
* 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.
* Market leading Inspiring Families policy with comprehensive support and paid parental leave covering maternity, adoption, surrogacy and paternity leave.
* Health & Protection cover including private healthcare, critical illness cover and life assurance for you, with family options.
EEO and Accessibility Statement
We have a diverse workforce and an inclusive culture at M&G, underpinned by our policies and our employee‑led networks that 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 Disability Confident Leader, 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: careers@mandg.com.
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