Customer Tracing and Oversight Lead

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.Customer Tracing and Oversight LeadM&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.This role supports theSenior Manager Bereavements and Customer Reconnectionsin ensuring M&G Life maintains accurate and up-to-date customer contact details across all suppliers and internal teams. It is responsible for the oversight documentation and optimisation of tracing and reconnect processes ensuring that reasonable efforts to locate and engage customers are demonstrable auditable and compliant.The role plays a key part in safeguarding customer outcomes particularly in bereavement journeys. It works closely with journey managers oversight functions and third-party suppliers to ensure tracing processes are standardised effective and aligned with policy.Main ResponsibilitiesMap and document all tracing and reconnect processes across M&G Life and its suppliers identifying gaps and creating new processes where neededStandardise tracing and reconnect activity across suppliers wherever possible ensuring clarity of hand-offs and business process manualsOversee reactive tracing (e.g. Royal Mail gone away returns) and proactive reconnects (e.g. bulk data matching via TransUnion)Ensure tracing is initiated appropriately in bereavement scenarios and that efforts are reasonable evidenced and compliantMonitor volumes of gone aways and reconnects using data to inform process improvements and supplier performanceWork closely with journey managers oversight teams and policy owners to ensure tracing processes are aligned with business rules and regulatory expectationsCollaborate with third-party suppliers to ensure consistent execution of tracing processes maintaining appropriate boundaries within governance frameworksSupport the Senior Manager Bereavements and Customer Reconnections in delivering compassionate compliant and effective tracing journeys for customers and their representativesPartner with the Bereavements CSL and bereavement call handlers to ensure tracing processes are integrated into customer-facing activityContribute to the development of a tell us once culture by supporting streamlined empathetic processes across bereavement and tracing journeysKey Skills Knowledge and Experience:Strong understanding of customer data management tracing methodologies and reconnect processesExperience in process mapping documentation and operational governanceAbility to work across multiple suppliers and internal teams to drive consistency and complianceKnowledge of regulatory expectations around customer contact and tracing (e.g. FCA FOS)Excellent stakeholder management and communication skillsAnalytical mindset with the ability to interpret data and drive actionable insightsExperience working in sensitive customer journeys such as bereavementComfortable operating in a complex multi-supplier environment with matrixed accountabilityWork Level:Experienced ColleagueRecruiter:Amy CurtisLocation:Homebased UK Stirling LondonClosing 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: Key Skills Administrative Skills,Facilities Management,Biotechnology,Creative Production,Design And Estimation,Architecture Employment Type : Full-Time Experience: years Vacancy: 1