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- Tasks: Coach teams to deliver exceptional customer service and improve performance through effective feedback.
- Company: Join a leading savings and investments firm with over 175 years of innovation.
- Benefits: Enjoy 38 days annual leave, a generous pension scheme, and private healthcare.
- Other info: Flexible working arrangements and a commitment to diversity and inclusion.
- Why this job: Make a real impact by enhancing customer experiences and developing team skills.
- Qualifications: Experience in quality management, coaching, and strong communication skills required.
The predicted salary is between 40000 - 50000 £ per year.
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 which is focused entirely on delivering a great service experience to our customers and their advisers. The QM Coach has a key role in supporting a multi-functional, digitally led operation, providing high-quality services in relation to “on-boarding” new customers and servicing any ongoing complex needs. Additionally, the Quality Management Coach will be responsible for developing best practice through understanding what good performance is and providing effective feedback and support. Individual performance and service delivery is subject to M&G’s HR and people policies and is 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 the development of their people. Responsibilities will include attention to detail and consistent analysis of performance along with providing guidance and support to improve performance of individuals and teams. Team work, collaboration with colleagues and the role modelling of our behaviours are essential in performing within this role.
Responsibilities:- To work collaboratively with colleagues and take personal accountability to maintain and enhance controls you are responsible for to support improvement of the overall control environment, customers outcomes and a reduction in M&G's operational risk.
- Analysis of performance against defined standards and identifying areas for improvement.
- Root cause/trend analysis to recommend focused improvement areas for the operational management to take forward or as part of coaching responsibilities.
- To 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.
- Providing clear feedback on good performance and areas for improvement using a defined coaching model.
- People coaching and skill development – organisation and delivery of training, communication and coaching material for 121 and group sessions.
- Knowledge Management – taking a key role in the creation and management of knowledge items; to provide feedback to support areas of improvement of knowledge.
- Design, deliver and evaluate learning solutions to meet the changing needs of the business and to support attainment of competency within the T&C scheme.
- Using judgement to strengthen a consistent positive risk and control culture to support customers and the business, by identifying, assessing and managing and escalating potential risk within the team.
- 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 of complex customer service environments, preferably within an Investments environment.
- Experience of quality management and coaching.
- Experience of 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 – a natural ability to explain complex information clearly and simply using excellent written and oral communication.
- Building Collaborative Relationships – aiding others to create and sustain a work environment that fosters trust and collaborative partnerships.
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.
- 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.
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 at: careers@mandg.com
Quality Management Coach in Stirling employer: Prudential Distribution
Contact Detail:
Prudential Distribution Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Quality Management Coach in Stirling
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with yours. This will help you show that you're not just a fit for the role, but for the team too!
✨Tip Number 3
Practice your responses to common interview questions, but keep it natural. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your achievements effectively.
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email can go a long way in keeping you top of mind. Plus, it shows your enthusiasm for the role and the company.
We think you need these skills to ace Quality Management Coach in Stirling
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Quality Management Coach role. Highlight your experience in quality management and coaching, and show how your skills align with our mission of delivering exceptional service.
Showcase Your Communication Skills: Since clear communication is key in this role, use your application to demonstrate your ability to explain complex information simply. This will give us a taste of how you can convey important feedback effectively.
Highlight Teamwork and Collaboration: We value collaboration, so share examples of how you've worked with others to achieve common goals. This will help us see how you can contribute to our positive environment and support your colleagues.
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. This way, we can easily track your application and ensure it reaches the right people!
How to prepare for a job interview at Prudential Distribution
✨Know Your Stuff
Make sure you have a solid understanding of the financial services industry, especially around quality management and customer service. Brush up on your knowledge of Bonds and complaint management, as these are key areas for the Quality Management Coach role.
✨Showcase Your Coaching Skills
Prepare to discuss your experience in coaching and training others. Think of specific examples where you've successfully improved performance or developed skills in a team. This will demonstrate your ability to support and enhance the capabilities of your colleagues.
✨Be Ready for Scenario Questions
Expect questions that ask how you would handle specific situations related to quality assurance and customer service. Practise articulating your thought process and decision-making skills, as this will show your analytical abilities and commitment to high-quality outcomes.
✨Emphasise Teamwork and Collaboration
Since the role requires working closely with others, be prepared to talk about your experiences in collaborative environments. Highlight how you've built relationships and fostered a positive work culture, as this aligns with the company's values of teamwork and integrity.