Senior Manager Customer Resilience and Journey Success

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 Customer Resilience and Journey SuccessM&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 responsible for defining and delivering an M&G Life target operating model to underpin our growth strategy specifically covering proactive intervention and all regulatory complaints. This role is critical in ensuring that customer experiences are consistently fair seamless and supportive particularly when journeys deviate from the expected path. The successful candidate will be accountable for the management or oversight of all regulated complaints functions managing the relationship with the Financial Ombudsman Service (FOS).To support the Life strategic drivers of service that really works. The role holder will ensure that we move towards a 70% proactive capability through outbound contact and proactive intervention prior to complaints handling. This will be delivered by driving a reduction in complaints inflow through early identification and resolution of journey issues reducing and preventing customer harm directing change activity improving customer advocacy and satisfaction and enhancing the overall experience across all customer touchpoints. As part of our growth agenda the role holder will provide strategic direction on the design and implementation of proactive intervention processes to support all new product deliveries. By leveraging data insight and automation they will lead a team that proactively steps into customer journeys providing direct support to impacted customers while also implementing strategic fixes that improve outcomes reduce operational friction and lower cost to serve.This role demands a customer-centric approach strong stakeholder management up to executive level and the ability to lead and manage teams effectively. The role holder must ensure compliance with regulatory requirements identify and mitigate risks and establish key performance indicators (KPIs) to measure and report on the effectiveness and efficiency of the functions they run.Main Responsibilities:Establish and set the strategic direction for and lead a proactive customer care team responsible for designing and delivering preventative approaches that identify and support customers whose journeys are not progressing as intended using vulnerability journey complaints and repeat contact data (and other data sources) to enable early interventionResponsible for a customer care team that steps into journeys at the earliest point of risk providing direct support and coordination to guide impacted customers back to positive outcomes and prevent escalation into formal complaintsCollaborate with MI and AI teams drawing on enterprise level MI AI and VoC data to shape and govern the development and application of predictive models and tools that enable early detection and intervention into failing journeys across customer journeys and delivery channelsPartner with Voice of the Customer (VoC) teams to embed CSAT measurement across all customer journeys and ensure insight and feedback drive continuous and organisation-wide improvementResponsible for driving the transformation agenda and delivery working with transformation and digital teams to prioritise and implement strategic fixes using AI and automation addressing root cause and embedding resilience and preventative design into customer journeysLead and develop high performing complaints handling teams ensuring fair timely and regulatory complaint resolution of customer issues across internal operationsOwns the regulated complaints process and manage the organisations strategic relationship with the Financial Ombudsman Service (FOS) alongside our colleagues in Compliance and Risk including oversight of high-profile and escalated cases and embedding learning cross business areas to prevent recurrenceMonitor and reduce FOS overturn rates through roust root-cause analysis and targeted interventions translating learnings into business wide improvements and proactive changes to policy process and trainingAccountable for the identification assessment of customer and operational risks across all journeys and delivery channels responsible for ensuring preventative control and governance measures are embedded within processes and supplier oversight and the management of any remediation required where controls are not in placeAccountable for Providing oversight of M&Gs strategic partners (including Diligenta) assuring the quality and consistency of their regulatory complaints handling and proactive interventions ensuring customers receive a seamless experience regardless of delivery channelManaging and resolving any conflicts complaints or escalations that may arise from the clients or the service delivery team ensuring that they are handled professionally and promptly working with the Service Escalations & Complaints Manager to be accountable for stakeholder relationships root cause analysis and driving service improvementsDeliver regular reporting and strategic insight to the Exec on complaints trends journey performance and FOS outcomes with a focus on prevention advocacy and cost efficiency highlighting systemic risks and opportunities for improvement and working with the Senior Manager Customer Insight RCA and Process Excellence and the change teams to make these recommendations a reality holding the rest of the business to accountAct as a Vulnerable Customer Champion ensuring inclusive service delivery and equitable outcomes across all customer segments influencing policy and practice across the wider organisationDrive a culture of continuous improvement embedding customer-centricity preventative thinking and operational resilience into the organisations operating modelKey Knowledge Skills & ExperienceProven track record of leading and developing high-performing teams with strong prioritisation and succession planning capabilitiesExtensive experience in complaints management within a regulated financial services environmentDeep understanding of FCA and FOS frameworks including regulatory reporting and governanceStrong stakeholder management skills with experience engaging senior leaders and third-party partnersExpertise in customer service operations with a focus on driving improvements and embedding resilienceStrong knowledge of service performance metrics and customer KPIs including experience in measure designExperience in resource modelling planning and forecasting to support operational efficiencyAnalytical and problem-solving skills with the ability to extract insight from data and translate it into actionable interventionsFamiliarity with industry regulations and financial services productsAbility to manage competing priorities effectively in a complex and fast-paced environmentWork Level:Manager/ExpertRecruiter:Sarah MathersLocation:Homebased UK London StirlingClosing Date:20 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 Debugging,Remote Access Software,IT Service Management,IOS,Multithreading,VPN,Neo4j,FISMA,SSO,Github,Google Suite,Troubleshooting Employment Type : Full-Time Experience: years Vacancy: 1