Senior Customer Remediation Analyst (12 month secondment)

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.

An excellent opportunity has arisen for a Senior Customer Remediation Analyst to join our highly respected Risk, Assurance and Remediation team with our Life Division. This role will have a blended approach between working from home and the office (2-3 days) and will support the Customer Remediation Managers to ensure Notifiable Event management and oversight is effective across our LIFE Business and that all remediation issues are managed and resolved effectively, in line with the Life Division objectives.

Responsibilities

• Support the management and oversight of Notifiable Events across the LIFE business (including key suppliers), including representation at forums and committees, appropriate to the role.
• Work collaboratively with key business areas & key suppliers to ensure LIFE customers are remediated fairly, timely and in line with Life business objectives and regulatory requirements.
• Support the delivery of effective remediation reporting (including Notifiable Events) across LIFE to inform all relevant stakeholders.
• Conduct effective analysis on remediation issues to highlight key themes and issues to senior management.
• Provide oversight of analysis conducted by business functions (and suppliers) where remediation is required to ensure effectiveness.
• Develop, oversee and review any recommendation papers to support remediation issues.
• Contribute to the design of remediation policies, procedures and principles applicable to the LIFE Business (for example, Notifiable Event redress principles, Complaint redress principles).
• Support the successful delivery of any LIFE remediation programmes and any remediation issues.
• Work closely with key business areas and stakeholders to ensure effective remediation.
• Input to the presentation of remediation related topics and remediation Management Information required at various committees across LIFE Business.
• Support the management and oversight of the Root Cause Analysis framework on Notifiable Events.
• Support the wider LIFE business with any remediation queries to ensure consistency of approach.
• Build and maintain effective relationships with key stakeholders across applicable business units.
• Work closely with M&G 1st and 2nd line to support the implementation of any Notifiable Event framework changes across LIFE Business.
• Input to team projects and team improvement initiatives.

Qualifications

• At least 5 years’ experience working within a regulated financial services operational environment.
• Experience of Notifiable Event management within regulated financial services organisations.
• Experience of supplier oversight within regulated financial services organisations.
• Experience of operating within regulatory & risk management frameworks.
• Pro-active approach to problem solving, understanding root causes, and driving continuous improvement.
• Strong analytical mind and an eye for detail.
• Strong work ethic, positive attitude, and team player.
• Strong communication, presentation and influencing skills.
• Ability to effectively prioritise and manage multiple tasks in a fast-paced environment, ensuring deadlines are achieved to a high-quality standard.
• Working knowledge of Life and pensions products, markets and competitors (Advantageous).
• Working knowledge of M&G systems, services and distribution methods (Preferred).

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.
• 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.