Customer Standards & Coaching Manager

The Role: Customer Standards & Coaching Manager

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.

The Customer Standards & Coaching Manager is responsible for leading the coaching and training function across M&G\’s in-house customer service channels-including voice, secure message, webchat, and complaints-and for overseeing equivalent activity delivered by outsourced partners. This role plays a critical part in assuring the quality of customer interactions and ensuring compliance with FCA, FOS, and broader regulatory expectations.

The role holder will foster a culture of high challenge and high support, enabling coaches to deliver impactful training and coaching that builds capability, supports product specialism, and drives performance. Through strong leadership and collaboration, they will embed coaching and training as core enablers of quality, regulatory assurance, and continuous improvement.

Main Responsibilities:

• Lead and develop a team of coaches responsible for delivering training and coaching across in-house voice, secure message, webchat, and complaints functions.
• Oversee coaching and training activity delivered by outsourced partners, ensuring consistency, effectiveness, and alignment with M&G standards and regulatory requirements.
• Assure the quality of customer interactions and training content, ensuring compliance with FCA, FOS, and internal standards.
• Champion a culture of high challenge and high support, enabling coaches to deliver impactful interventions and colleagues to grow capability.
• Embed coaching and training into performance management and service improvement frameworks.
• Promote product specialism through targeted coaching and training, ensuring colleagues are equipped to handle complex queries and deliver compliant outcomes.
• Monitor and report on coaching and training effectiveness, quality trends, and regulatory assurance outcomes.
• Support the design and delivery of coaching models, training programmes, and quality frameworks.
• Collaborate with operational leaders to ensure coaching and training support business priorities and customer outcomes.
• Drive continuous improvement in coaching methodology, training delivery, tools, and impact measurement.

Requirements:

• Proven experience in coaching, training delivery, and quality assurance within a regulated customer service environment.
• Strong understanding of FCA and FOS requirements and how they apply to customer interactions and training.
• Experience managing or overseeing coaching and training teams across multiple channels.
• Deep knowledge of contact centre operations, including voice, webchat, secure message, and complaints handling.
• Skilled in developing and embedding coaching and training models that drive performance, capability, and regulatory compliance.
• Excellent communication and stakeholder engagement skills.
• Ability to lead through influence and foster a culture of accountability and growth.
• Experience working with both in-house and outsourced service teams.
• Product knowledge in financial services, particularly pensions and retirement products, is desirable.
• Analytical skills to interpret quality and training data and inform continuous improvement.

We have a diverse workforce and an inclusive culture at M&G plc, 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.

At M&G our purpose is to give everyone real confidence to put their money to work. As an international savings and investments business with roots stretching back more than 170 years, we offer a range of financial products and services through Asset Management, Life and Wealth. All three operating segments work together to deliver attractive financial outcomes for our clients, and superior shareholder returns.

Through our behaviours of 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.