Partner Service Performance Manager

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.Partner Service Performance ManagerM&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.In this role the roleholder will be responsible for leading the oversight of service delivery for at least two key partners. By adopting a best-in-class approach to collaboration the roleholder will ensure that our partnerships are effective in delivering optimal outcomes for our customers. The roleholder will ensure that comprehensive and well-documented service level agreements (SLAs) are in place working in close coordination with the Risk and Commercial teams. This collaboration will not only ensure that M&G Life meets its regulatory requirements under SYSC8 but also strives to deliver a level of service that aligns with our institutional purpose: to give everyone real confidence to put their money to work.The roleholders responsibilities will extend across all functional domains including Voice Complaints Back Office speed and quality and auxiliary supporting areas. By leveraging subject matter experts from across Customer Services as needed the roleholder will maintain a consistently high standard of customer outcomes across these third-party partners. Additionally the roleholder will play a crucial role in supporting M&G Lifes growth ambitions with the onboarding of new partners and new schemes under current books of work. This role is pivotal in ensuring that M&G Life not only meets but exceeds customer expectations through effective service oversight strategic collaboration and a relentless focus on quality and complianceMain Responsibilities:Lead the oversight of service delivery for at least two key partners such as Equiniti Paragon Willis Towers Watson and WaystoneEnsure comprehensive and well-documented service level agreements (SLAs) are in placeSupport the contracted drumbeat of SLA improvement reviews with an eye to continuously improving service for our customers and advisersCollaborate with Risk and Commercial teams to meet regulatory requirements under SYSC8 and deliver aspirational service levelsWork across functional domains such as Voice Complaints Back Office speed and quality and auxiliary supporting areasLeverage subject matter experts from Customer Services to maintain high standards of customer outcomesSupport M&G Lifes growth ambitions through effective service oversightEnsure compliance with FCA regulations and other relevant regulatory requirementsMonitor and manage service performance metrics and KPIsIdentify and mitigate risks associated with service operationsFoster a culture of continuous improvement and innovationProvide regular reports and updates to senior management on service performanceEnsure operational readiness for new products and servicesEngage with change and transformation teams to ensure planned changes are executed effectivelyKey Knowledge Skills & ExperienceMust have strong leadership experience and excellent stakeholder management and collaboration skillsMust have experience in service oversight and managing third-party partnerships in a customer service operationMust have ability to work across multiple functional domains with strong analytical and problem-solving skillsMust have excellent communication and relationship-building skillsMust have proficiency in performance metrics and KPI monitoringShould have an understanding of regulatory requirements including SYSC8 and FCA regulationsShould have familiarity with resource planning forecasting and cost controlShould have an ability to foster a culture of continuous improvement and innovationShould have strong understanding of risk management and complianceWork Level: Experienced ColleagueRecruiter: Sarah MathersLocation: Stirling or UK Home-basedClosing Date: 2nd November 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:Manager Key Skills Arabic Speaking,Access Control System,B2C,Account Management,Legal Operations,Broadcast Employment Type : Full-Time Experience: years Vacancy: 1