At a Glance
- Tasks: Oversee service performance and ensure operational effectiveness in a dynamic environment.
- Company: Join M&G, a leading firm with over 175 years of innovation in finance.
- Benefits: Enjoy 38 days annual leave, a generous pension scheme, and health cover.
- Other info: Flexible working arrangements and a commitment to inclusivity for all applicants.
- Why this job: Make a real impact on customer outcomes while developing your skills.
- Qualifications: Experience in operations/service management and strong analytical 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.
This colleague‑level 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 Responsibilities- 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 escalated risks of customer harm
- 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.
What we offerAt M&G, we are 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.
Benefits- Valuable pension scheme of 18% (13% employer contributions and 5% employee contributions)
- Share Save and Share Incentive Plan
- Access to financial wellbeing and support services
- 38 days annual leave including bank holidays; opportunity to purchase up to 5 extra days and additional flexibility through our Time Off When You Need It policy
- Inspiring Families 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 has a diverse workforce and an inclusive culture. We welcome applications from candidates of all genders, ethnicities, ages, sexual orientations, nationalities, disabilities or long‑term conditions, and those returning from military service or career breaks. M&G is also a Disability Confident Leader and welcomes 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.
Service Oversight Analyst 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 in Bath
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We think you need these skills to ace Service Oversight Analyst in Bath
Some tips for your application 🫡
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✨Brush Up on Financial Analysis Skills
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