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Service Relationship Manager

2 months ago

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

Job Title: Service Relationship Manager

Location: Kildean, Stirling or Home Based

Job Type: Full-time

About Us: M&G plc is a leading international savings and investments business with a rich history spanning over 170 years. We offer a range of financial products and services through Asset Management, Life and Wealth.

Job Summary

We are seeking an experienced Service Relationship Manager to join our Service Delivery team. As a key member of our team, you will be responsible for building and maintaining relationships with internal stakeholders, customers, and suppliers to deliver exceptional customer outcomes.

Key Responsibilities
  • Customer Service: Understand customer service levels and expectations across our different business lines, and identify key drivers of customer satisfaction.
  • Service Delivery: Monitor and evaluate the quality and efficiency of our service delivery, identifying gaps, risks, or issues, and implementing corrective actions or improvements.
  • Relationship Management: Map out internal relationships and touchpoints, and support the Head of Contact Operations in maintaining those relationships and service models.
  • Communication: Develop and deliver key service updates to internal stakeholders, including the CEO and senior executives.
  • Commercial Negotiations: Support commercial teams in negotiating contractual service level agreements and pricing with clients.
  • Team Collaboration: Coordinate and collaborate with the service delivery team, providing guidance, support, and feedback.
  • Conflict Resolution: Manage and resolve conflicts, complaints, or escalations that may arise from clients or the service delivery team.
Requirements
  • Experience: Significant experience working in large, multi-channel customer operations, with a focus on building relationships and delivering customer outcomes.
  • Knowledge: Understanding of basic operational metrics in contact centers and back office, as well as knowledge of M&G's products, services, and systems.
  • Skills: Effective organization and project management skills, with the ability to design, document, and communicate clear and robust processes and rules.
  • Leadership: Experience of leading and managing projects and initiatives that involve multiple stakeholders and deliver customer-focused outcomes.
  • Communication: Ability to develop and present reports and commentary that provide insight and recommendations on customer service performance and improvement opportunities.
What We Offer

We offer a diverse and inclusive work environment, with opportunities for professional growth and development. We are committed to attracting, promoting, and retaining exceptional people, regardless of gender, ethnicity, age, sexual orientation, nationality, disability, or long-term condition.