Service / Customer Pillar Lead in Bath

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 Service & Customer Outcomes Oversight team and provides integrated oversight across service performance and customer outcomes within outsourced operations.

• Key Work Level Accountabilities
• Lead oversight across service performance and customer outcomes, ensuring consistent challenge and evidence
• Provide consolidated insight linking service drivers (e. g. backlog, SLA issues) to customer impacts (e. g. complaints, redress)
• Embed Consumer Duty expectations into oversight MI, governance and escalation thresholds
• Ensure team outputs are audit‑ready and actions are tracked to closure

Key Responsibilities for this role

• Team leadership & delivery
• Manage and develop oversight colleagues; allocate workload and ensure coverage/resilience
• Set standards for MI review, challenge quality, and escalation practices
• Coordinate deep dives and thematic reviews across service and outcomes
• Governance, MI & escalation
• Produce consolidated reporting for senior stakeholders and governance forums
• Lead escalation of material service and customer outcome issues and ensure remediation plans are robust
• Maintain action logs and decision trails
• Continuous improvement & assurance
• Drive continuous improvement across service quality and customer experience
• Ensure QA/sampling approaches are effective and outcomes‑driven
• Ensure lessons learned are embedded and recurring issues addressed
• Customer, conduct & Consumer Duty expectations
• Ensure oversight focuses on good customer outcomes and appropriate customer support, prioritising remediation where harm risk is highest
• Ensure MI and governance cover delays, backlogs, redress, vulnerability and service quality indicators
• SMCR / accountability expectations
• Supports SMF24 by providing clear evidence of effective service and outcomes oversight, escalation and remediation
• Evidence & assurance expectations
• Maintain consolidated MI packs, escalation records and action logs
• Maintain QA/sampling frameworks, results and remediation effectiveness evidence
• Maintain documented governance outputs and decisions

Qualifications & Experience

• Experience leading teams in customer operations, service oversight or outsourced environments
• Strong MI and insight capability, ability to challenge third parties, and confidence escalating and driving remediation
• Strong understanding of Consumer Duty and customer outcomes

Benefits

• 18% pension scheme (13% employer + 5% employee) – Share Save and Share Incentive Plan
• Private Healthcare, Critical Illness cover and Life Assurance (family options)
• 38 days annual leave (bank holidays) – option to purchase up to 5 extra days and flexible Time Off When You Need It policy
• Inspiring Families policy – comprehensive support and paid parental leave covering maternity, adoption, surrogacy and paternity leave
• Access to financial wellbeing and support services

We have a diverse workforce and an inclusive culture at M&G, underpinned by our policies and employee‑led networks that provide networking opportunities, advice and support for the diverse communities our colleagues represent.

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