At a Glance
- Tasks: Coach teams to deliver exceptional customer service and improve performance through effective feedback.
- Company: Join M&G plc, a leading savings and investments firm with a rich heritage.
- 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 by enhancing customer experiences and developing team skills.
- Qualifications: Experience in quality management, coaching, and strong communication skills required.
The predicted salary is between 40000 - 50000 € 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.
The Quality Management Coach contributes to a positive environment which is focused entirely on delivering a great service experience to our customers and their advisers. The QM Coach has a key role in supporting a multi-functional, digitally led operation, providing high-quality services in relation to "on-boarding" new customers and servicing any ongoing complex needs. Additionally, the Quality Management Coach will be responsible for developing best practice through understanding what good performance is and providing effective feedback and support.
Responsibilities will include attention to detail and consistent analysis of performance along with providing guidance and support to improve performance of individuals and teams. Team work, collaboration with colleagues and the role modelling of our behaviours are essential in performing within this role.
- To work collaboratively with colleagues and take personal accountability to maintain and enhance controls you are responsible for to support improvement of the overall control environment, customers outcomes and a reduction in M&G's operational risk.
- Analysis of performance against defined standards and identifying areas for improvement.
- Root cause/trend analysis to recommend focused improvement areas for the operational management to take forward or as part of coaching responsibilities.
- To 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.
- Providing clear feedback on good performance and areas for improvement using a defined coaching model.
- People coaching and skill development - organisation and delivery of training, communication and coaching material for 121 and group sessions.
- Knowledge Management - taking a key role in the creation and management of knowledge items; to provide feedback to support areas of improvement of knowledge.
- Design, deliver and evaluate learning solutions to meet the changing needs of the business and to support attainment of competency within the T&C scheme.
- Using judgement to strengthen a consistent positive risk and control culture to support customers and the business, 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, swiftly mobilises to meet changing demands.
- Clear Communication Skills - a natural ability to explain complex information clearly and simply using excellent written and oral communication.
- Building Collaborative Relationships - aiding others to create and sustain a work environment that fosters trust and collaborative partnerships.
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.
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
Quality Management Coach - M&G plc. in Edinburgh employer: M&G plc
M&G plc 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. With a commitment to inclusivity and flexible working arrangements, M&G fosters a collaborative work culture where employees can thrive and contribute to delivering outstanding service in the financial services sector. Located in Stirling or Edinburgh, this role provides a unique opportunity to be part of a forward-thinking organisation dedicated to innovation and excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Quality Management Coach - M&G plc. in Edinburgh
✨Tip Number 1
Network like a pro! Reach out to current employees at M&G plc on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the Quality Management Coach role.
✨Tip Number 2
Prepare for the interview by practising common questions related to quality management and coaching. We recommend using the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your skills effectively.
✨Tip Number 3
Showcase your passion for customer service! During interviews, share specific examples of how you've improved customer experiences in previous roles. This will demonstrate that you align with M&G's commitment to delivering exceptional service.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of the M&G team.
We think you need these skills to ace Quality Management Coach - M&G plc. in Edinburgh
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Quality Management Coach role. Highlight your experience in quality management and coaching, and show how your skills align with M&G's mission of delivering exceptional customer service.
Showcase Your Communication Skills:Since clear communication is key in this role, use your application to demonstrate your ability to convey complex information simply. Whether it’s through your writing style or examples of past experiences, let us see your communication prowess shine!
Highlight Teamwork and Collaboration:We love a team player! In your application, share examples of how you've worked collaboratively in previous roles. This will show us that you can contribute to a positive environment and support your colleagues effectively.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it gives you a chance to explore more about life at M&G while you’re at it!
How to prepare for a job interview at M&G plc
✨Know Your Stuff
Make sure you have a solid understanding of M&G's products, especially Bonds and complaint management. Brush up on the financial services regulatory frameworks too. This knowledge will help you answer questions confidently and show that you're genuinely interested in the role.
✨Showcase Your Coaching Skills
Prepare examples of how you've successfully coached others in the past. Think about specific situations where your feedback led to improved performance. This will demonstrate your ability to develop talent and contribute to a positive service experience.
✨Emphasise Teamwork
M&G values collaboration, so be ready to discuss how you've worked effectively in teams. Share stories that highlight your ability to build relationships and foster a supportive environment. This will show that you can thrive in their culture.
✨Ask Insightful Questions
Prepare thoughtful questions about the role and the company. Inquire about their approach to quality management and how they support employee development. This not only shows your interest but also helps you gauge if M&G is the right fit for you.
