At a Glance
- Tasks: Lead the complaints and quality agenda, ensuring top-notch customer experiences.
- Company: Join M&G, a historic leader in savings and investments with a focus on innovation.
- Benefits: Enjoy 38 days annual leave, a generous pension scheme, and private healthcare.
- Other info: Diverse and inclusive workplace with opportunities for personal and professional growth.
- Why this job: Shape customer experience at scale and drive meaningful change in a high-profile role.
- Qualifications: Experience in financial services and proven leadership in complaints performance.
The predicted salary is between 80000 - 100000 £ 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.
This role leads the complaints and quality agenda across Customer & Adviser Services and M&G Life operations, ensuring strong ownership of complaint outcomes, regulatory performance and customer experience. The role is accountable for end-to-end complaints performance, including delivery against FCA and Financial Ombudsman Service expectations, while using complaints, root cause analysis and quality insight to identify systemic issues, eliminate failure demand and improve customer outcomes.
Operating at scale, the role spans a large, complex environment including in-house and outsourced operations, third-party partners and multiple customer journeys. In addition, the role owns the training and capability framework across Customer & Adviser Services, ensuring colleague capability is directly shaped by customer insight and quality outcomes. This is a senior leadership role combining performance ownership, insight, continuous improvement and influence to drive measurable customer, regulatory and operational outcomes.
Key Accountabilities
- Complaints Performance & Customer Insight Leadership
- Own end-to-end complaints performance, including volumes, outcomes, timeliness and regulatory compliance.
- Ensure delivery against FCA and Financial Ombudsman Service expectations.
- Lead analysis to understand why customers complain and where outcomes fail.
- Provide clear, insight-led reporting into senior leadership forums.
- Use complaints as a primary lever for strategic improvement, not just reporting.
- Root Cause Analysis (RCA)
- Own and lead RCA methodology across Customer & Adviser Services.
- Identify systemic drivers of failure demand, rework and poor outcomes.
- Translate insight into clear, prioritised actions with named ownership.
- Ensure RCA drives measurable reduction in repeat issues.
- Driving Improvement Across the Business
- Work across Operations, Product, Digital and third parties to resolve root causes.
- Influence senior stakeholders to own and deliver change.
- Track delivery of actions and ensure paced execution and outcomes achieved.
- Reduce repeat complaints, operational inefficiency and customer detriment.
- Continuous Improvement & Efficiency
- Identify and remove process inefficiencies, duplication and waste.
- Deliver targeted improvements that reduce cost-to-serve.
- Simplify complexity into scalable, sustainable solutions.
- Drive measurable reductions in failure demand and rework.
- Quality Framework Ownership
- Own and evolve the quality framework across Customer & Adviser Services.
- Implement a consistent, outcome-focused quality assurance approach.
- Integrate quality insight with complaints, RCA and performance management.
- Drive standards, calibration and continuous improvement.
- Training, Capability & Standards (CAS Ownership)
- Own the design, build and delivery of training across Customer & Adviser Services.
- Establish a joined-up capability framework aligned to customer outcomes, quality standards and regulatory expectations.
- Ensure training is directly driven by complaints insight, QA outcomes and RCA findings.
- Define and embed clear standards for what good looks like.
- Deliver measurable capability uplift, improving consistency, quality and efficiency.
- Ensure training translates into sustained performance improvement, not activity.
- Third-Party Oversight
- Own complaints and quality frameworks across outsourced partners.
- Ensure consistent standards and performance expectations.
- Provide governance, oversight and performance challenge where required.
- Drive alignment between internal and external delivery environments.
- Regulatory & Conduct Alignment
- Ensure full compliance with FCA complaints handling requirements.
- Maintain strong alignment with conduct risk frameworks.
- Provide forward-looking view of customer risk and emerging issues.
- Work closely with Risk and Compliance on readiness and response.
- Leadership & Scale of Operation
- Lead a high-performing complaints, quality and capability function.
- Operate across a large-scale, multi-site and outsourced operation.
- Build a culture of accountability, ownership and continuous improvement.
- Act as a trusted advisor to senior leadership on customer outcomes and performance.
Candidate Profile
- Essential Experience
- Financial services experience within a conduct-regulated environment.
- Proven ownership of complaints performance and regulatory outcomes.
- Experience across large-scale operations including third-party environments.
- Background in complaints, quality, insight or continuous improvement.
- Experience building training or capability frameworks at scale.
- Capabilities
- Strong analytical mindset with ability to translate insight into action.
- Proven ability to drive outcomes through influence, not control.
- Strong focus on delivery, pace and measurable impact.
- Highly credible communicator with senior stakeholder influence.
- Differentiators
- Experience reducing failure demand and complaint volumes at scale.
- Strong understanding of FCA and FOS expectations and regulatory risk.
- Experience improving end-to-end capability across large operations.
- Lean / continuous improvement toolkit.
Impact & Success Measures
- Reduction in complaint volumes, uphold rates and repeat issues.
- Delivery against FCA and FOS performance expectations.
- Measurable reduction in failure demand and rework.
- Improved customer outcomes and quality consistency.
- Demonstrable capability uplift across Customer & Adviser Services.
- Reduced cost-to-serve and operational inefficiency.
Why This Role
- Lead a high-profile transformation agenda across Customer & Adviser Services.
- Direct exposure to Executive Committee and Board.
- Opportunity to build a market-leading complaints and customer outcomes capability.
- Shape how M&G delivers customer experience at scale.
What we offer:
We’re dedicated to supporting your wellbeing and helping you thrive, both at work and beyond. Our benefits are designed to help you balance your professional and personal life, and financially plan for the future. Our UK benefits include:
- 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.
- 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.
- Health & Protection cover includes Private Healthcare, Critical Illness cover and Life Assurance for you, with additional family options.
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
Head of Complaints & Quality in Stirling employer: Prudential Distribution
M&G is an exceptional employer that prioritises employee wellbeing and professional growth, offering a comprehensive benefits package including an 18% pension scheme, generous annual leave, and extensive family support policies. Our inclusive culture fosters collaboration and innovation, ensuring that every team member feels valued and empowered to contribute to our mission of providing confidence in financial solutions. Located in the heart of the UK, we embrace flexible working arrangements, making it easier for you to balance your personal and professional life while thriving in your career.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Complaints & Quality in Stirling
✨Join Compliance Communities
Get involved in compliance and risk communities — both online and offline. Look for forums, LinkedIn groups, or even local meetups where compliance pros hang out. You never know who might drop a job opportunity your way!
✨Attend Industry Conferences
Keep an eye out for compliance and risk management conferences and workshops in your area. These events are a goldmine for networking, and they often have job boards or recruiters on-site looking for new talent. Plus, it’s a chance to learn what's trending in the field.
✨Leverage Your University Career Services
If you’ve recently graduated or are still studying, head over to your university's career services. Many companies, including those in compliance, actively recruit fresh talent through these services, so make sure you tap into that resource.
✨Showcase Your Knowledge Online
Start writing articles or blog posts about compliance topics that interest you. Share them on platforms like LinkedIn to demonstrate your knowledge and passion. This not only builds your presence in the field but can also catch the attention of companies like Prudential Distribution looking for candidates who are engaged and informed.
We think you need these skills to ace Head of Complaints & Quality in Stirling
Some tips for your application 🫡
Show Your Understanding of Compliance:In the compliance-risk field, it's super important to showcase your understanding of regulations and risk management frameworks. Highlight any relevant coursework, certifications (like ICA or AML), or even projects that demonstrate your knowledge and commitment to this area. We want to see how you can navigate this complex landscape!
Quantify Your Achievements:When detailing your experience, try to quantify your achievements. For example, if you've previously worked on a project that improved compliance metrics or reduced risk exposure, give us the numbers! This data-driven approach really stands out to hiring managers in compliance-risk roles.
Tailor Your CV to Reflect Relevant Skills:Make sure your CV highlights skills that are particularly relevant to compliance, like attention to detail, analytical thinking, and report writing. Ensure these are easy to spot – consider using bullet points to break down your responsibilities and achievements for maximum impact!
Craft a Motivating Cover Letter:In your cover letter, let us know why you’re excited about the compliance-risk role at Prudential Distribution. Share what motivates you about compliance, and how you believe you can contribute to our mission. This is your chance to showcase not only your skills but also your passion for this important field!
How to prepare for a job interview at Prudential Distribution
✨Master the Regulations
Brush up on key compliance regulations relevant to the industry you're applying to. Familiarising yourself with specific laws and frameworks used in your field will give you an edge during technical questions. Show that you’re not just aware of them but can also apply them—think real-life scenarios!
✨Show Your Analytical Skills
Compliance roles really focus on analytical skills, so be prepared for case studies or situational questions during the interview. We've got to demonstrate how we approach risk assessments or compliance audits, possibly drawing on examples from past experiences or university projects. Bring some thoughtful case scenarios to discuss!
✨Know Your Tools
Get comfortable with commonly used compliance software and tools. Familiarity with platforms like RSA or MetricStream can really impress during your interview, as it shows you're ready to hit the ground running. If you’ve had any experience with them, make sure to highlight that!
✨Align with Company Culture
Since it's a full-time position, show your long-term commitment and interest in the company’s mission and values. Dive into how your ethics and professional philosophy align with Prudential Distribution’s stance on compliance. A shared vision can really resonate with interviewers looking for fit as much as skill!
