At a Glance
- Tasks: Monitor service performance and ensure operational effectiveness in a dynamic environment.
- Company: Join M&G plc, a leading firm with over 175 years of innovation in finance.
- Benefits: Enjoy 38 days annual leave, a generous pension scheme, and flexible working options.
- Other info: Diverse and inclusive workplace with excellent career development opportunities.
- Why this job: Make a real impact on customer outcomes while developing your skills in a supportive culture.
- Qualifications: Experience in operations/service management and strong analytical skills are essential.
The predicted salary is between 45000 - 55000 £ 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 colleague-level 12 month Fixed Term Contract role sits within the Service & Customer Outcomes Oversight pillar and focuses on service performance and operational effectiveness of outsourced front and back office activities. To provide independent oversight and challenge of service delivery, ensuring SLAs/KPIs, backlog performance and operational effectiveness meet standards and that service issues are escalated and remediated.
Key Work Level Accountabilities:- Monitor and challenge outsourced service performance against SLAs, KPIs and operational standards
- Provide timely insight on backlogs, aged cases and service risks, and drive action through escalation routes
- Support oversight of operational risk topics relevant to service delivery
- Maintain audit-ready evidence of oversight activity and service challenge
- Service performance & MI
- Review MI including SLA adherence, throughput and aged backlog analysis
- Identify recurring service issues and trends; propose deep dives where needed
- Challenge MI accuracy and completeness with the BPO provider
- Operational risk inputs
- Support oversight of operational risk topics linked to service delivery (e.g. suspicious transaction monitoring/AML process oversight inputs where relevant)
- Support operational control testing oversight inputs from a service perspective
- Escalate material service-related risks and control concerns
- Corrective actions & continuous improvement
- Track corrective actions and remediation plans for service failures
- Support identification of root causes and improvement opportunities
- Support governance packs and action logs
- Customer, conduct & Consumer Duty expectations
- Maintain focus on customer impact of service performance (delays, backlogs, quality) and escalation risks
- Support delivery of good customer outcomes through timely challenge of service issues
- Evidence & assurance expectations
- Maintain documented MI reviews, challenge notes and escalation records
- Maintain action logs with clear owners and due dates
- Maintain evidence supporting service performance decisions and prioritisation
- Experience in operations/service management and strong MI analysis capability.
- Confident in challenging third-party providers and identifying service risks.
- Understanding of customer operations and SLA-based environments preferred.
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.
Service Oversight Analyst - 12mth FTC - M&G plc. in Bath employer: PVH (Tommy Hilfiger/Calvin Klein)
Intapp is an exceptional employer, offering a dynamic work environment that fosters innovation and collaboration within the accounting and consulting sectors across EMEA. With a strong commitment to employee growth, Intapp provides ample opportunities for professional development and leadership coaching, ensuring that team members thrive in their careers while contributing to the company's strategic vision. The culture is built on accountability and high performance, making it an ideal place for those looking to make a significant impact in a rapidly evolving industry.
Contact Details:
PVH (Tommy Hilfiger/Calvin Klein) Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Oversight Analyst - 12mth FTC - M&G plc. in Bath
✨Join Financial Networking Events
Jump into local finance meetups and conferences — they’re a goldmine for temporary roles in banking and financial services. You can chat with industry professionals and even get leads on upcoming opportunities that might not be posted online yet.
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We think you need these skills to ace Service Oversight Analyst - 12mth FTC - M&G plc. in Bath
Some tips for your application 🫡
Show Off Your Academic Achievements:In banking and financial services, your academic record can really make you stand out. List relevant grades, certifications, or coursework on your CV, especially if you've taken finance-related modules. This is particularly important for a temporary role where qualifications can help you shine even brighter!
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Tailor Your Cover Letter Purposefully:When writing your cover letter, focus on why you’re interested in a temporary position at PVH (Tommy Hilfiger/Calvin Klein). Let them know how you can quickly adapt to the team's needs and how eager you are to learn the ropes of the banking sector during this short stint. Your motivation and enthusiasm could really set you apart!
Be Prepared with References:For temporary roles, references can play a crucial role in your application. Make sure you’ve got a couple of references lined up who can vouch for your skills and work ethic. This helps to give PVH (Tommy Hilfiger/Calvin Klein) confidence in your short-term commitment to the role.
How to prepare for a job interview at PVH (Tommy Hilfiger/Calvin Klein)
✨Brush Up on Financial Regulations
Since this is a role in banking and financial services, be ready to discuss key regulations like MiFID, Basel III, or GDPR. These are hot topics, and your awareness of how they impact daily operations can give you a significant edge during your interview with PVH (Tommy Hilfiger/Calvin Klein).
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Prepare for interview questions that assess your analytical abilities. You might need to tackle hypothetical scenarios involving risk assessment or financial forecasting. Bringing examples of relevant projects or coursework can emphasise your practical understanding of these concepts.
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For a temporary role, showing that you can quickly pick up new processes and tools is crucial. Be ready to discuss previous experiences where you had to adapt to changing requirements or tight deadlines, as this will reassure PVH (Tommy Hilfiger/Calvin Klein) that you’re a reliable team player.
✨Demonstrate a Willingness to Learn
In a temporary position, leaning into your eagerness to learn can really set you apart. Be prepared to share how you’re staying updated on industry trends or any additional training you've pursued. Employers appreciate candidates who are proactive about their development—even for short-term roles.
