At a Glance
- Tasks: Lead the delivery of an innovative AI programme to transform customer service experiences.
- Company: Join M&G, a leading international savings and investments business with a rich heritage.
- Benefits: Enjoy competitive pay, generous leave, flexible working, and comprehensive health coverage.
- Other info: Diverse and inclusive workplace with excellent career growth opportunities.
- Why this job: Make a real impact in a dynamic environment while developing your skills in technology and leadership.
- Qualifications: Experience in digital transformation and strong leadership skills are essential.
The predicted salary is between 56700 - 69300 £ per year.
At M&G, 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 offer workplace adjustments to ensure you have the support you need to succeed in your role.
The Role
This role sits within M&G Life Technology and leads hands‑on delivery of the Servicing AI programme — our multi‑year transformation to re‑imagine how we serve customers and advisers through digital‑first experiences, an AI‑augmented front office, and zero‑touch automation.
Working alongside the Servicing AI Programme Lead, Enterprise Architect and business sponsors, the Senior Delivery Lead owns end‑to‑end delivery across the programme's workstreams, converting an ambitious roadmap into working capability at pace, safely and at scale.
This is a 12‑month fixed‑term contract.
Purpose of the Role
Own delivery execution for the Servicing AI programme from planning through build, test, release and stabilisation.
Turn strategy into value by translating the Servicing AI roadmap and delivery focus into sequenced, measurable delivery increments aligned to business outcomes.
Lead multi‑disciplinary teams across M&G and delivery partners, providing direction, unblocking delivery and holding teams to account for quality and pace.
Embed AI and automation into contact channels, colleague tooling and operational processes to reduce cost‑to‑serve and improve customer and adviser experience.
Protect delivery within a regulated environment ensuring robust governance, risk management and control across all delivery, consistent with PRA, FCA and DORA obligations and Board‑approved risk appetite.
Key Responsibilities
- Delivery Leadership End‑to‑end delivery: Own delivery of medium‑to‑high complexity across Digital and data — against committed scope, cost, time and quality.
- Roadmap execution: Break the programme scope into deliverable increments, manage critical path, dependencies and cross‑workstream sequencing.
- Agile delivery: Run effective agile/hybrid ceremonies and cadences; drive throughput, predictability and continuous improvement across squads and partner teams.
- Outcomes & Benefits Benefits realisation: Drive delivery toward targeted outcomes — e. g. reduced voice contact through deflection, increased digital self‑serve, automation of high‑volume journeys, and higher same‑day resolution.
- Performance monitoring: Track delivery against KPIs and value measures; report status, risks and forecasts clearly to programme and senior stakeholders.
- Governance, Risk & Controls Controlled delivery: Operate within the programme's solution design and control framework; ensure changes progress through appropriate design, assurance and go/no‑go gates.
- Risk & compliance: Identify, manage and escape delivery risks and issues; ensure regulatory, security and data controls are embedded by design.
- Stakeholder & Partner Management Stakeholder engagement: Build trusted relationships across Technology, Operations, Change and business sponsors; communicate progress, decisions and trade‑offs with clarity.
- Vendor & partner management: Manage delivery partners and suppliers to ensure timely, high‑quality delivery and value for money; hold partners to account against commitments.
- People & knowledge: Support insourcing and capability build; mentor delivery colleagues and capture lessons learned to uplift delivery maturity.
Skills & Competencies
- Delivery excellence: Proven ability to lead complex, multi‑workstream technology delivery end‑to‑end using Agile, Waterfall and hybrid methods within a governed environment.
- Digital & AI fluency: Strong understanding of digital platforms, CRM (ideally Salesforce), contact/voice technology, data platforms and applied AI/automation in a servicing context.
- Outcome orientation: Able to align delivery to business outcomes, cost‑to‑serve and customer/adviser experience — not just outputs.
- Leadership & influence: Skilled at leading matrixed and partner teams, unblocking delivery and influencing senior stakeholders.
- Governance & risk: Confident operating in a regulated, controlled environment with strong risk, assurance and dependency management.
- Communication: Excellent written and verbal skills; able to translate technical delivery into clear, decision‑ready updates for senior audiences.
Experience
- Proven track record: Significant experience delivering complex digital / technology transformation programmes end‑to‑end.
- Financial services: Essential; Life & Pensions or wider insurance/wealth highly desirable.
- Digital & AI delivery: Demonstrable experience delivering customer‑facing digital, CRM, contact‑centre and AI/automation capability.
- Regulated change: Strong background delivering within highly controlled, regulated environments (PRA / FCA / DORA or equivalent).
- Partner‑based delivery: Experience leading delivery through third‑party / offshore partners and managing insourcing or transition.
What we offer
- A valuable pension scheme of up to 18% (13% made up of employer contributions and 5% employee contributions).
- Access to our Share Save and Share Incentive Plan, alongside financial wellbeing and support services to help give you real confidence to put your money to work.
- Enjoy 38 days annual leave (including bank holidays), with the opportunity to purchase up to five extra days.
- Our Time Off When You Need It policy gives you the flexibility – to balance work and personal commitments.
- Our market‑leading Inspiring Families policy includes comprehensive support and paid parental leave covering maternity, adoption, surrogacy, and paternity leave – because supporting families is an important part of our inclusive culture.
- Health & Protection cover includes Private Healthcare, Critical Illness cover and Life Assurance for you, with additional family options – for peace of mind.
- To explore more about life at M&G and our full benefits offering, visit Life at M&G
At M&G we strive to have a diverse workforce and an inclusive culture, underpinned by our policies and employee‑led networks that offer networking, support and development opportunities for the diverse communities our colleagues represent.
We welcome applications from people of all backgrounds – across gender, ethnicity, age, disability, sexual orientation and more – including neurodivergent individuals, career returners and those with military service experience.
M&G is proud to be Level 3: Disability Confident Leader under the UK Government Disability Confident employer scheme, and we welcome applications from candidates with disabilities and long‑term health conditions.
If you would like to participate in the initiative, you will have the opportunity to indicate this on your application.
We are committed to providing an inclusive recruitment process. All candidates have the opportunity to request reasonable adjustments when applying.
If you need any additional support at any stage, please contact us at: careers@mandg. com
M&G is a leading international savings and investments business, managing money for around 4.6 million individual clients and more than 900 institutional clients in 38 offices worldwide.
As at 31 December 2024, we had £345.9 billion of assets under management and administration.
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.
#J-18808-Ljbffr
Program Lead - Technology - FTC employer: M&GPrudential
M&G is an excellent employer, offering a dynamic work culture that fosters innovation and collaboration in the rapidly evolving field of AI and digital transformation. Employees benefit from a supportive environment that prioritises professional growth, with opportunities to lead impactful projects that enhance customer service solutions. Located in a vibrant area, M&G provides a unique chance to be at the forefront of technological advancements while contributing to meaningful change within the financial services sector.
StudySmarter Expert Advice🤫
We think this is how you could land Program Lead - Technology - FTC
✨Get Involved in Financial Networks
Join local financial associations or forums where you can connect with professionals in financial-controlling. Networking events often lead to temporary positions, as companies look for quick hires when they need extra hands.
✨Showcase Your Skills on Temporary Job Boards
Focus on platforms that specifically cater to temporary roles in finance. Sites like Reed or Totaljobs often list short-term gigs that are perfect for getting your foot in the door, and you can apply directly through our website for roles at M&GPrudential.
✨Leverage Your Uni's Career Services
If you're still in university, tap into your career services for internship or temporary job placements. They often have insider info on companies like M&GPrudential looking for temporary financial support, and they might help you polish your pitch.
✨Flexible Availability is Key
For temporary positions in financial-controlling, your availability can make a huge difference. Highlight your willingness to start immediately or work irregular hours when speaking to employers. This flexibility can land you that sought-after role!
We think you need these skills to ace Program Lead - Technology - FTC
Some tips for your application 🫡
Show Off Your Academic Aces:In the financial controlling game, grades and relevant certifications can make a significant difference. Be sure to highlight your academic achievements, like finance-related coursework and any professional certifications you’ve got on your CV that show you’re clued up in this area. It’s all about demonstrating that you’re not just good at numbers but also know your stuff!
Quantify Your Achievements:When applying for a temporary role in financial controlling, make sure your CV reflects any previous experience with real, measurable outcomes. Use numbers to showcase your past successes, like percentage improvements in budgeting or cost savings you’ve achieved in previous roles. This not only gives us insights into your capabilities but also tells us you're results-driven.
Personalise Your Application:We love seeing applicants who take the time to tailor their applications! In your cover letter, mention why you’re particularly interested in the temporary role with M&GPrudential and how your specific skills and experiences align with the job. Show us that you see this role as an opportunity to contribute, even if it's for a short stint!
Flexibility is Key:Since this is a temporary position, make sure to highlight your availability in your application. We’re interested in knowing how soon you can start and if you’re open to working flexible hours. This shows us your eagerness to jump right in and adapt to the dynamic needs of our team at M&GPrudential.
How to prepare for a job interview at M&GPrudential
✨Get Hands-On with Financial Tools
Being in financial controlling means you’ll likely be working with various software like Excel, Power BI, or even SAP. Make sure you brush up on these tools and prepare to discuss your experience using them. Being able to reference specific projects or analyses where you employed these programs will definitely give you an edge.
✨Prepare for Technical Financial Questions
Expect scenario-based questions where you might need to analyse financial statements or suggest budgetary strategies during the interview. Practising common financial concepts like variance analysis or cost control measures will not only boost your confidence but also prove your suitability for the role.
✨Show Your Flexibility and Adaptability
As this is a temporary position, the interviewers will want to see that you can hit the ground running. Be sure to highlight any previous short-term roles or projects where you successfully adapted to new environments quickly – this will showcase your readiness to tackle challenges head-on.
✨Highlight Your Commitment to Precision
In financial controlling, attention to detail is absolutely crucial. Be ready to provide examples from your past work that demonstrate your ability to spot discrepancies and ensure accuracy in financial reporting. Your precision could be the factor that sets you apart in a temporary role like this one!
