Quality Management Coach

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 focused entirely on delivering a great service experience to our customers and their advisers. The QM Coach supports a multi‑functional, digitally led operation, providing high‑quality services in relation to on‑boarding new customers and servicing any ongoing complex needs. The Coach develops best practice through understanding what good performance looks like and provides effective feedback and support. Individual performance and service delivery is governed by M&G’s HR and people policies and 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 developing their people. This role requires attention to detail, consistent analysis of performance and guidance to improve performance of individuals and teams. Teamwork, collaboration with colleagues and role‑modelling of behaviours are essential.

Responsibilities

• Work collaboratively with colleagues and take personal accountability to maintain and enhance controls to support improvement of the overall control environment, customer outcomes and a reduction in M&G’s operational risk.
• Analyse performance against defined standards and identify areas for improvement.
• Conduct root cause / trend analysis to recommend focused improvement areas for operational management or coaching purposes.
• 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.
• Provide clear feedback on good performance and areas for improvement using a defined coaching model.
• Coach people and develop skills – organise and deliver training, communication and coaching material for 1:1 and group sessions.
• Manage knowledge – take a key role in creating and managing knowledge items and provide feedback to support improvement of knowledge.
• Design, deliver and evaluate learning solutions to meet the changing needs of the business and support attainment of competency within the T&C scheme.
• Use judgement to strengthen a positive risk and control culture, identifying, assessing, 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 in complex customer service environments, preferably within an Investments environment.
• Experience in quality management and coaching.
• Experience in 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 – natural ability to explain complex information clearly and simply using excellent written and oral communication.
• Builds collaborative relationships – aids others to create and sustain a work environment that fosters trust and collaboration.

Job Level Experienced Colleague

Location Stirling or Edinburgh

Closing Date 21 May 2026

Benefits

• Valuable pension scheme of 18%, with 13% made up of Employer Contributions and 5% Employee Contributions.
• 38 days annual leave including bank holidays, with an option to purchase up to 5 extra days and additional flexibility through Time Off When You Need It policy.
• Market‑leading Inspiring Families policy – comprehensive support and paid parental leave covering maternity, adoption, surrogacy, and paternity leave.
• Health & protection cover – Private Healthcare, Critical Illness cover and Life Assurance for you and family options.

M&G has a diverse workforce and an inclusive culture supported by our policies and employee‑led networks that provide networking opportunities, advice and support for the diverse communities. We expect to attract, promote and retain exceptional people, welcoming those who have served in the military or are returning from career breaks. M&G is also a Disability Confident Leader and welcomes 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 careers@mandg.com.