Saleforce Administrator

Overview

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.

The Role: Salesforce Administrator

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 Salesforce Administrator is a key enabler of operational excellence across Wealth Operations, ensuring the Salesforce platform is optimally configured, supported, and continuously improved to deliver outstanding service to customers and advisers. This role combines technical CRM expertise with strong collaboration and communication skills to support users, manage incidents, and drive enhancements. Acting as a trusted Salesforce advocate, the Administrator builds effective relationships across the business, promotes best practices, and contributes to a robust control and risk environment.

Main Responsibilities

System Administration & User Support

• Configure and manage user access, permissions, and public group assignments.

• Act as a point of contact for end-user support, resolving access issues and liaising with the platform/studio teams as needed.

• Monitor and manage the unidentified email-to-case queue and adviser database permissions.

• Add/remove advisers from DA and update adviser information from Distribution ORG.

• Support BAU, BAT, and BVT testing for new product releases and Salesforce changes.

• Incident & Risk Management

• Triage and resolve ServiceNow tickets within SLA, escalating where appropriate.

• Support incident management and regression testing for releases.

• Create and manage control reports for ongoing incidents and defects.

• Provide support to the Risk & Controls team for notifiable events (NEs) and breaches.

• Maintain ARC permissions and perform reconciliation between ARC and Salesforce.

• Monitor and manage the unidentified email-to-case

• Reporting & Data Integrity

• Assist in the development and maintenance of reports, dashboards, and list views.

• Monitor data quality and integrity through control checks (e.g., funds matched/sent checks, DDI checks).

• Update client details to match Sonata where appropriate.

• Remove bank accounts and fraud markers as required.

Knowledge & Documentation

• Maintain and update BPMs, SharePoint links, email templates, and process guides.

• Promote knowledge sharing and ensure documentation is clear, current, and effective.

• Represent Salesforce in meetings and engagement sessions (e.g., SunUp).

Collaboration & Continuous Improvement

• Build strong relationships across the business to support Salesforce adoption and usage.

• Consult on projects, design considerations, and proof-of-concept work.

• Provide feedback and suggestions to improve Salesforce configuration and structure.

• Contribute to Wealth priorities through process improvement and innovation.

• Maintain a skills matrix to mitigate key person risk and support team development.

Key Skills, Knowledge and Experience

• Proven experience in Salesforce administration and CRM configuration.

• Strong understanding of operational processes and risk frameworks.

• Ability to troubleshoot technical issues and provide effective user support.

• Experience with ServiceNow, ARC, and Sonata systems is desirable.

• Excellent documentation, communication, and stakeholder engagement skills.

• Collaborative mindset with a commitment to continuous improvement.

W ork Level : Experienced Colleague

Recruiter: Amy Curtis

Location: Homebased UK, London, Stirling

Closing Date : 15 October 2025

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.

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. Being a Disability Confident Leader means that candidates who meet the minimum criteria of a job, will be offered an interview if they opt in to the scheme when applying.

Ifyou need assistanceor an alternative means of applying for a role due to a disability or additional need,pleaselet usknow by contacting us at: careers@mandg.com