At a Glance
- Tasks: Lead a team to ensure top-notch service and customer outcomes in a dynamic environment.
- Company: Join M&G, a leading savings and investments firm with over 175 years of innovation.
- Benefits: Enjoy 38 days annual leave, a generous pension scheme, and comprehensive health cover.
- Other info: Flexible working arrangements and a commitment to diversity and inclusion.
- Why this job: Make a real impact on customer experiences while developing your leadership skills.
- Qualifications: Experience in customer operations and strong insight capabilities are essential.
The predicted salary is between 60000 - 80000 £ per year.
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.
This role leads the Service & Customer Outcomes Oversight team and provides integrated oversight across service performance and customer outcomes within outsourced operations. To manage a small oversight team, ensuring consistent MI, effective challenge of the BPO provider, and timely escalation and remediation of service and customer outcome risks.
Key Work Level Accountabilities:- Lead oversight across service performance and customer outcomes, ensuring consistent challenge and evidence
- Provide consolidated insight linking service drivers (e.g. backlog, SLA issues) to customer impacts (e.g. complaints, redress)
- Embed Consumer Duty expectations into oversight MI, governance and escalation thresholds
- Ensure team outputs are audit-ready and actions are tracked to closure
- Team leadership & delivery
- Manage and develop oversight colleagues; allocate workload and ensure coverage/resilience
- Set standards for MI review, challenge quality and escalation practices
- Coordinate deep dives and thematic reviews across service and outcomes
- Governance, MI & escalation
- Produce consolidated reporting for senior stakeholders and governance forums
- Lead escalation of material service and customer outcome issues and ensure remediation plans are robust
- Maintain action logs and decision trails
- Continuous improvement & assurance
- Drive continuous improvement across service quality and customer experience
- Ensure QA/sampling approaches are effective and outcomes-driven
- Ensure lessons learned are embedded and recurring issues addressed
- Customer, conduct & Consumer Duty expectations
- Ensure oversight focuses on good customer outcomes and appropriate customer support, prioritising remediation where harm risk is highest
- Ensure MI and governance cover delays, backlogs, redress, vulnerability and service quality indicators
- SMCR / accountability expectations
- Supports SMF24 by providing clear evidence of effective service and outcomes oversight, escalation and remediation.
- Evidence & assurance expectations
- Maintain consolidated MI packs, escalation records and action logs
- Maintain QA/sampling frameworks, results and remediation effectiveness evidence
- Maintain documented governance outputs and decisions
- Experience leading teams in customer operations, service oversight or outsourced environments.
- Strong MI and insight capability, ability to challenge third parties, and confidence escalating and driving remediation.
- Strong understanding of Consumer Duty and customer outcomes.
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:
- A valuable pension scheme of 18%, with 13% made up of Employer Contributions and 5% Employee Contributions.
- Share Save and our Share Incentive Plan, together with 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.
- 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.
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 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
Service / Customer Pillar Lead employer: IFDL
At M&G, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work culture that prioritises employee wellbeing and growth. With flexible working arrangements, generous benefits including an 18% pension scheme, and a commitment to diversity, we empower our team members to thrive both professionally and personally in our vibrant London office. Join us to be part of a legacy of innovation in savings and investments, where your contributions truly matter.
StudySmarter Expert Advice🤫
We think this is how you could land Service / Customer Pillar Lead
✨Tap into Campus Networks
If you're still in uni, don’t forget to engage with your campus's career services and attend finance-related events. Banks often do presentations and recruitment drives on campus, so put yourself out there and make use of these opportunities to show off your passion for the field.
✨Get Certified
Consider pursuing relevant certifications like the CFA or ACCA while you’re job hunting. They not only beef up your CV but also connect you with professional bodies which can lead to networking opportunities and even job openings in banking and financial services.
✨Connect on Professional Platforms
Join finance-focused groups on platforms like LinkedIn and engage in discussions. This can really help you stand out from the crowd, allowing potential employers to see your knowledge and interest in industry trends. Plus, you might stumble upon job postings shared exclusively within the group.
✨Apply Directly and Be Proactive
Don’t shy away from reaching out directly to firms like IFDL. Use their websites and apply through them, but also consider following up with a polite email to express your enthusiasm. Being proactive can make a huge difference in getting noticed in the competitive financial services sector.
We think you need these skills to ace Service / Customer Pillar Lead
Some tips for your application 🫡
Show Off Your Numbers!:In the banking and financial services world, quantifiable achievements are key. Make sure your CV highlights your grades in relevant subjects, any financial certifications you hold, and specific projects where you've delivered measurable results. Employers love to see how your skills translate into real-world success.
Tailor Your Cover Letter to the Role:When applying for a full-time position, your cover letter should make a direct connection between your experience and the job description. Don't just state your enthusiasm for finance—dive into how your background in banking or financial analysis sets you apart. Let your passion shine through while being specific about what you can bring to IFDL.
Include Relevant Financial Software Experience:If you've worked with financial modelling tools or software like Excel, SAP, or specific analytical tools during your studies or internships, bring that up! Highlighting your proficiency can really make your application pop and show you're ready to hit the ground running in a full-time role.
Research and Reflect:Before hitting that 'apply' button on IFDL's website, do a little digging. Look up their recent projects, values, and culture. Reflecting their ethos in your application can make a huge difference and show you’re genuinely interested in being part of the team!
How to prepare for a job interview at IFDL
✨Brush Up on Financial Analysis Skills
Make sure you're well-versed in financial concepts and analytical techniques relevant to banking and financial services. Get comfortable with tools like Excel for modelling or financial forecasting, as technical questions in this area are common during interviews with IFDL.
✨Prepare for Case Studies
Expect to tackle case studies that demonstrate your problem-solving skills in real-world banking scenarios. Familiarise yourself with the types of problems you might face—think risk assessments or investment evaluations—and be ready to articulate your thought process clearly.
✨Show Your Passion for Finance
Since this is a full-time position, employers at IFDL will be keen to see your genuine interest in finance. Be prepared to discuss recent industry trends or news articles that excite you, showcasing your enthusiasm and engagement with the field.
✨Network with Industry Professionals
Before your interview, reach out to current or former IFDL employees on platforms like LinkedIn. They'll offer unique insights into the company's culture and the interview process, which can give us a delightful edge in showcasing a good fit for the team.
