At a Glance
- Tasks: Analyse 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: Inclusive culture with flexible working arrangements and support for diverse communities.
- Why this job: Make a real impact by improving customer outcomes and service delivery.
- Qualifications: Experience in operations/service management and strong analytical skills required.
The predicted salary is between 35000 - 45000 £ 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 colleague-level 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 Responsibilities for this role:- 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.
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 Oversight Analyst employer: IFDL
M&G is an exceptional employer that prioritises employee wellbeing and professional growth, offering a generous benefits package including an 18% pension scheme, 38 days of annual leave, and comprehensive family support policies. Our inclusive culture fosters diversity and encourages collaboration, ensuring that every team member feels valued and empowered to contribute to our mission of delivering outstanding service in the financial sector. With flexible working arrangements and a commitment to continuous improvement, M&G provides a rewarding environment for those looking to make a meaningful impact in their careers.
StudySmarter Expert Advice🤫
We think this is how you could land Service Oversight Analyst
✨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 Oversight Analyst
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.
