Relationship Service Manager

1 week ago

Stirling, Stirling, United Kingdom M&G plc Full time

About the Role

We are seeking a highly skilled and experienced professional to join our team as a Relationship Service Manager. As a key member of our Service Delivery Directorate, you will play a critical role in ensuring that our customers receive exceptional service and support.

Key Responsibilities

  • Customer Service Excellence
    • Develop and maintain a deep understanding of our customers' needs and expectations, and work closely with cross-functional teams to ensure that we are meeting these needs.
    • Monitor and evaluate the quality and efficiency of our service delivery, identifying areas for improvement and implementing corrective actions or enhancements.
  • Relationship Management
    • Build and maintain strong relationships with internal stakeholders, including corporate pensions clients, sales and distribution teams, operational suppliers, customer journey owners, and continuous improvement functions.
    • Support the Head of Contact Operations in maintaining these relationships and service models.
  • Service Model Development
    • Map out the internal relationships and touchpoints, and the service models in place across a complex set of stakeholders.
    • Develop and communicate clear and robust processes and rules that support collaboration and alignment across different functions and suppliers.
  • Commercial Acumen
    • Support commercial teams in negotiating contractual service level agreements and pricing with clients, ensuring that they are fair and profitable for both parties.
  • Conflict Resolution
    • Manage and resolve any conflicts, complaints, or escalations that may arise from clients or the service delivery team, ensuring that they are handled professionally and promptly.

Key Knowledge, Skills, and Experience

  • Experience of working in large, multi-channel, customer operations.
  • Significant experience building working relationships internally and externally across numerous functions with a constant focus on customer outcomes.
  • An understanding of basic operational metrics in contact centres and back office.
  • Effective organisation and project management skills.
  • Knowledge of the products, services, and systems of M&G and its third-party suppliers, as well as the regulatory and legal frameworks that govern them.
  • Capability to design, document, and communicate clear and robust processes and rules that support collaboration and alignment across different functions and suppliers.
  • Experience of leading and managing projects and initiatives that involve multiple stakeholders and deliver customer-focused outcomes.
  • Experience of developing and presenting reports and commentary that provide insight and recommendations on customer service performance and improvement opportunities.

About M&G plc

We 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.

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