Senior Manager Business Systems Support

At M&G our purpose is to give everyone real confidence to put their money to work.As an international savings and investments business with roots stretching back more than 170 years we offer a range of financial products and services through Asset Management Life and Wealth. All three operating segments work together to deliver attractive financial outcomes for our clients and superior shareholder returns.Through our behaviours of telling it like it is owning it now and moving it forward together with care and integrity; we are creating an exceptional place to work for exceptional talent.We will consider flexible working arrangements for any of our roles and also offer work place accommodations to ensure you have what you need to effectively deliver in your role.Senior Manager Business Systems SupportM&G Life in its current form was created in October 2024 with the merger of what was formerly the closed book operation and the M&G Wealth Business (open book).M&G Life now covers over 5 million customers with more than 300 Bn invested across all of its products and wrappers and has an ambitious growth plan for 2025 and beyond. M&G Life operations work with a number of partners including Equiniti Diligenta Waystone Paragon Willis Towers Watson as well as M&G Global Services supporting our in-house operation. M&G Life also has international presence with teams in Ireland and Poland using a mix of insourcing and outsourcing service operations to sell to domestic and international markets.The role holder will be a dynamic and driven Senior Manager to lead the charge in shaping and delivering a coherent operational systems strategy for Customer Services. Sitting firmly within the operation this role ensures that the voice of the customer and the needs of the service are front and center in every systems decision. From owning the contractual and functional landscape of key platforms like Avaya Verint Sonata Salesforce and workflow systems to driving swift resolution of incidents and embedding robust governance around development and defect prioritisation this role is pivotal. Youll lead a high-performing team of system experts define what good looks like and ensure our tech stack evolves in lockstep with our customer ambitions and product roadmap. You will also be responsible for working alongside key third party suppliers to ensure that where there are legacy applications that may be reaching end of life support they are clearly documented tracked and the risks managed effectively to ensure continuity of customer service. If you thrive on cross-functional collaboration operational clarity and making a visible impactthis is the role for you.Main Responsibilities:Lead Operational Systems Strategy: Define and drive a coherent systems strategy for Customer Services that aligns with service ambitions and operational needs.Cross-Functional Collaboration: Work closely with CTIO Procurement and Commercial teams to ensure systems decisions reflect operational priorities.Contractual Ownership & Governance: Map and manage contractual ownership of all key systems including Avaya Verint telephony platforms workforce management workflow systems and CRM tools. In many instances the contracts will be owned by CTIO and should remain in place with this clearly mapped out for operational leadership to understand and influence as required.Operational Representation: Act as the operational voice in systems discussions ensuring clarity of requirements and translating them into actionable tech deliverables.Incident Management Oversight: Ensure clear processes are in place for managing systems incidents holding technical teams accountable for timely resolution and communication.Development & Defect Prioritisation: Establish and maintain decision-making frameworks for system development and defect resolution particularly for platforms like Sonata and Salesforce.Configuration Leadership Ensure the operation is supported with timely and accurate configuration changes to meet evolving business needs.Team Leadership & Development: Lead the Sonata and Salesforce expert teams define excellence standards and build a high-performing succession-ready support function.Product & Service Enablement: Provide systems support for the development and launch of new products and services in line with the business roadmap.Stakeholder Engagement: Communicate effectively across Operations Tech and Business teams to ensure alignment transparency and shared understanding of systems priorities.Key Knowledge Skills & ExperienceMust have: Track record of team leadership and coaching managing and developing high performance teams and succession managementMust have: Ability to work across multiple stakeholders with complex and differing needs to align systems strategy with business goalsMust have: Experience of working in customer services operations and an understanding of what is required from key systems to underpin customer outcomes. This will include a good understanding of customer service KPIs.Must have: Experience working with operational systems such as Avaya Verint Salesforce Sonata or other common workflow platforms and workforce management tools.Should have: Experience managing system configurations and ensuring swift resolution of incidents with clear communication protocolsShould have: Familiarity with contractual ownership and service-level agreements for outsourced and in-house systemsMust have: Ability to design document and communicate robust operational processes that support collaboration and alignmentMust have: Capability to analyse service performance data identify trends and pinch points and drive actionable insightsShould have: Project & Change Management: Experience leading complex projects and change initiatives involving multiple stakeholders. Experience of driving service enhancements through automation digitisation and process redesign.Must have: Tech Enablement: Ability to translate operational needs into technical requirements and work with tech teams to bring solutions to lifeRisk Management: Understanding of risk and controls frameworks especially in relation to third-party oversight and operational resilienceWork Level:Manager / ExpertRecruiter:Amy CurtisLocation:Homebased UK London StirlingClosing Date:16 October 2025We have a diverse workforce and an inclusive culture at M&G plc underpinned by our policies and our employee-led networks who provide networking opportunities advice and support for the diverse communities our colleagues represent. Regardless of gender ethnicity age sexual orientation nationality disability or long term condition we are looking to attract promote and retain exceptional people. We also welcome those who take part in military service and those returning from career breaks.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. Being a Disability Confident Leader means that candidates who meet the minimum criteria of a job will be offered an interview if they opt in to the scheme when applying.Ifyou need assistanceor an alternative means of applying for a role due to a disability or additional needpleaselet usknow by contacting us at: Required Experience:Senior Manager Key Skills Design Engineering,Corporate Communications,ABB,Bpcs,Application Support Employment Type : Full-Time Experience: years Vacancy: 1