Quality Management Coach - M&G plc. in Stirling

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.

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.

Individual performance and service delivery is subject to M&G's HR and people policies and is carried out within all policy, legislation and regulatory risk frameworks. A key requirement is the ability to attain and maintain high quality customer outcomes and competence across the wider customer service team and support leaders in the development of their people. Responsibilities will include attention to detail and consistent analysis of performance along with providing guidance and support to improve performance of individuals and teams. Teamwork, collaboration with colleagues and the role modelling of our behaviours are essential in performing within this role.

Responsibilities:

• 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, customer 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.

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