At a Glance
- Tasks: Monitor service performance and ensure operational effectiveness 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 outcomes while developing your skills in a supportive culture.
- Qualifications: Experience in operations/service management and strong analytical skills are essential.
The predicted salary is between 30000 - 40000 £ 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.
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 workplace accommodations to ensure you have what you need to effectively deliver in your role.
This colleague-level 12 month Fixed Term Contract role sits within the Service & Customer Outcomes Oversight pillar and focuses on service performance and operational effectiveness of outsourced front and back office activities. To provide independent oversight and challenge of service delivery, ensuring SLAs/KPIs, backlog performance and operational effectiveness meet standards and that service issues are escalated and remediated.
Key Work Level Accountabilities:- Monitor and challenge outsourced service performance against SLAs, KPIs and operational standards
- Provide timely insight on backlogs, aged cases and service risks, and drive action through escalation routes
- Support oversight of operational risk topics relevant to service delivery
- Maintain audit-ready evidence of oversight activity and service challenge
- Service performance & MI
- Review MI including SLA adherence, throughput and aged backlog analysis
- Identify recurring service issues and trends; propose deep dives where needed
- Challenge MI accuracy and completeness with the BPO provider
- Operational risk inputs
- Support oversight of operational risk topics linked to service delivery (e.g. suspicious transaction monitoring/AML process oversight inputs where relevant)
- Support operational control testing oversight inputs from a service perspective
- Escalate material service-related risks and control concerns
- Corrective actions & continuous improvement
- Track corrective actions and remediation plans for service failures
- Support identification of root causes and improvement opportunities
- Support governance packs and action logs
- Customer, conduct & Consumer Duty expectations
- Maintain focus on customer impact of service performance (delays, backlogs, quality) and escalate risks of customer harm
- Support delivery of good customer outcomes through timely challenge of service issues
- Evidence & assurance expectations
- Maintain documented MI reviews, challenge notes and escalation records
- Maintain action logs with clear owners and due dates
- Maintain evidence supporting service performance decisions and prioritisation
Experience in operations/service management and strong MI analysis capability. Confident in challenging third-party providers and identifying service risks. Understanding of customer operations and SLA-based environments preferred.
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:
- 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.
- Market leading Inspiring Families policy includes 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 Oversight Analyst - 12mth FTC employer: IFDL
M&G is an exceptional employer that prioritises employee wellbeing and professional growth, offering a comprehensive benefits package including an 18% pension scheme, generous annual leave, and extensive family support policies. Our inclusive culture fosters diversity and encourages collaboration, making it an ideal environment for talented individuals to thrive in their careers while contributing to meaningful financial solutions.
StudySmarter Expert Advice🤫
We think this is how you could land Service Oversight Analyst - 12mth FTC
✨Join Financial Networking Events
Jump into local finance meetups and conferences — they’re a goldmine for temporary roles in banking and financial services. You can chat with industry professionals and even get leads on upcoming opportunities that might not be posted online yet.
✨Utilise Temp Agencies Specialised in Finance
Reach out to temp agencies that focus on the banking sector. They often have strong ties with various firms and can help you secure short-term gigs that can help beef up your CV and get your foot in the door at firms like IFDL.
✨Connect with Alumni from Your Uni
Don't underestimate the power of your university’s alumni network. Many former students are working in banking and can help you find temporary roles or even offer mentorship. Reach out directly or attend alumni events to broaden your circle.
✨Stay Active on Job Boards and Company Websites
Keep your eyes peeled on job boards specifically for finance roles. Companies like IFDL might post temporary positions directly on their sites, so make sure to apply there too. Set alerts to catch those roles the moment they go live!
We think you need these skills to ace Service Oversight Analyst - 12mth FTC
Some tips for your application 🫡
Show Off Your Academic Achievements:In banking and financial services, your academic record can really make you stand out. List relevant grades, certifications, or coursework on your CV, especially if you've taken finance-related modules. This is particularly important for a temporary role where qualifications can help you shine even brighter!
Highlight Relevant Experience:If you’ve done any internships, part-time roles, or even coursework that aligns with banking or finance, make sure you include those! Showcase specific tasks where you used quantitative skills or analytical thinking, as this is what the hiring managers at IFDL will be keen to see in your application.
Tailor Your Cover Letter Purposefully:When writing your cover letter, focus on why you’re interested in a temporary position at IFDL. Let them know how you can quickly adapt to the team's needs and how eager you are to learn the ropes of the banking sector during this short stint. Your motivation and enthusiasm could really set you apart!
Be Prepared with References:For temporary roles, references can play a crucial role in your application. Make sure you’ve got a couple of references lined up who can vouch for your skills and work ethic. This helps to give IFDL confidence in your short-term commitment to the role.
How to prepare for a job interview at IFDL
✨Brush Up on Financial Regulations
Since this is a role in banking and financial services, be ready to discuss key regulations like MiFID, Basel III, or GDPR. These are hot topics, and your awareness of how they impact daily operations can give you a significant edge during your interview with IFDL.
✨Showcase Your Analytical Skills
Prepare for interview questions that assess your analytical abilities. You might need to tackle hypothetical scenarios involving risk assessment or financial forecasting. Bringing examples of relevant projects or coursework can emphasise your practical understanding of these concepts.
✨Highlight Flexibility and Adaptability
For a temporary role, showing that you can quickly pick up new processes and tools is crucial. Be ready to discuss previous experiences where you had to adapt to changing requirements or tight deadlines, as this will reassure IFDL that you’re a reliable team player.
✨Demonstrate a Willingness to Learn
In a temporary position, leaning into your eagerness to learn can really set you apart. Be prepared to share how you’re staying updated on industry trends or any additional training you've pursued. Employers appreciate candidates who are proactive about their development—even for short-term roles.
