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  • Customer Service Executive  

    MG
    - Edinburgh
    Apply Now
    At M&G our purpose is to give everyone real confidence to put their mo... Read More
    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 Service Executive - PermanentThe Role:The Customer Service Executive (CSE) contributes to a positive environment which is focused entirely on delivering a great service experience. The CSE is responsible for creating and contributing to high levels of customer satisfaction by delivering exceptional support to both customers and financial advisers. This role is central to ensuring a seamless experience in new business processing and ongoing servicing requests. Working within the M&G Customer Service Operations team, the CSE upholds M&G’s commitment to delivering professional, efficient, and customer-centric service.A key requirement is the ability to understand our customers’ and advisers’ needs, and to understand where the role fits in the context of providing great customer service. Team work, collaboration with colleagues and the role modelling of our behaviours are essential in performing within this role. Quality and accuracy are key requirements to deliver excellent outcomes for our customers.Individual performance and service delivery is subject to M&G's HR and people policies and is carried out within all policy, legislation and regulatory risk frameworks.Key Responsibilities for this role:To provide an excellent customer and adviser experience, supporting customers and advisers through new business and servicing journeys across a range of products Accurately and efficiently process all transactions and enquiries, verifying all necessary documentation and requirements Collaborate across teams, contributing to a seamless customer experienceRisk Management – against M&G standards and highlighting or escalating risk and discrepanciesKnowledge Management – keeping up to date with processes, policies and productsLearning and Development – actively participate in learning and development opportunities to maintain and update job knowledge and achieve personal and team objectivesKey Knowledge, Skills & Experience:Experience of working in a customer service environment, preferably within life and pensions financial servicesUnderstanding of pension, annuity or investment products is desirableStrong organisational skills and a meticulous approach to ensure accuracy in record-keeping, documentation, and processingWork Level: ColleagueRecruiter Name: Sarah MathersClosing Date: 24 June 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 , 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.If you need assistance or an alternative means of applying for a role due to a disability or additional need, please let us know by contacting us at: Read Less
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  • Reporting Actuary  

    MG
    - Edinburgh
    Apply Now
    At M&G our purpose is to give everyone real confidence to put their mo... Read More
    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.The role:A vacancy has arisen for a nearly / newly qualified Actuary within the Solvency II analysis team which is part of the wider Insurance Finance Reporting, Control & Operations team responsible for the financial, statutory and regulatory reporting for M&G plc. The role requires someone who has practical experience of Solvency II financial reporting for both shareholder and with-profits business. IFRS financial reporting experience would also be desirable, but it is not essential.The role would suit an individual who is able to combine technical acumen with commercial understanding and strong relationship skills and a willingness to take accountability for the delivery of financial results alongside the design and development of new or improved solutions to meet business objectives. The role covers a broad range of responsibilities including project work; wider business support; regulatory reporting for in-force and new business; and producing insightful financial analysis in a well governed and controlled environment.As part of this role you will have the opportunity to:Deliver and develop the analysis and reporting of quarterly SII valuation results to ensure results are well-explained and accurately communicated to senior stakeholders, using skills/experience built through significant practical experience obtained from training and working, within established frameworks and procedures;Develop a deep knowledge of both the shareholder and with-profits business SII balance sheet through financial reporting and ongoing solvency monitoring;Develop an understanding of the management of the Solvency II balance sheet and how the commercial and regulatory environment impacts the company’s solvency position;Deliver and develop the analysis and reporting of the With-Profit Sub Fund asset pool rebalancing exercise; working to ensure results are produced in a controlled and well explained manner, and accurately communicated to the relevant stakeholders such as the With-Profit Actuary team;Liaise with colleagues across other areas within Finance and Risk to support delivery of financial reporting in line with regulatory deadlines;Make suggestions for improvements to the work of the team, based on previous experience and knowledge of similar situations;Identify and anticipate the need for changes to continuously improve quality and efficiency of output.To be successful in this role, you will have:Strong technical actuarial knowledge, with attention to detail;To be self-motivated and willing to take responsibility and ownership of the work assigned;Demonstrable experience of problem solving and providing practical solutions to complex problems;Commercial aptitude and the ability to consider the impact of decisionsStrong commercial and collaboration skillsAbility to express own viewpoint and to communicate clearly on complex actuarial issuesKnowledge of the business would be an advantage, however on-the-job training will be provided to the successful candidate.Work Level: Experienced ColleagueRecruiter: Matt CampbellClose Date: 20th 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 , 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.If you need assistance or an alternative means of applying for a role due to a disability or additional need, please let us know by contacting us at: Read Less
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  • Advice Third-Party Contracts Relationship Manager  

    MG
    - Stirling
    Apply Now
    At M&G our purpose is to give everyone real confidence to put their mo... Read More
    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.Advice Third-Party Contracts Relationship Manager (12 mth FTC)The Advice Third-Party Contracts Relationship Manager is responsible for overseeing the performance, risk, and commercial management of Third-Party suppliers within the M&G Advice function. This role ensures that supplier relationships are effectively governed, compliant with regulatory standards, and aligned with internal policies to deliver optimal value and mitigate risk. The role acts as a subject matter expert and champion for M&G Third-Party risk management policies and embedding these across the Advice teams.Key Responsibilities:1. Risk and Performance Management
    - Support Third Party Arrangement Managers with contract performance and risk reporting, ensuring compliance with legal, regulatory, and internal control frameworks
    - Conduct regular supplier service performance reviews, identify issues, and drive continuous improvement initiatives2. Commercial Management- Monitor supplier spend against budget, ensuring financial discipline and value delivery
    - Oversee the timely and accurate processing of supplier invoices
    - Identify opportunities for cost optimisation and contract efficiencies3. Record Keeping- Maintain a comprehensive inventory and repository of all contracts and supporting documentation
    - Ensure documentation is up-to-date, accessible, and audit-ready4. Regulatory Compliance- Monitor local regulatory and legislative changes affecting third-party risk management
    - Ensure compliance with M&G’s Third Party Risk Management policies and procedures5. Reporting & Management Information (MI)- Prepare and deliver insightful reports and MI to governance committees and senior stakeholders
    - Highlight key risks, performance trends, and any compliance issues6. Expert Practitioner- Act as the Advice function’s subject matter expert on M&G’s third-party risk management policy and processes
    - Promote awareness and understanding of third-party risk policies and procedures across the business
    - Provide training and guidance to internal stakeholdersKey Knowledge, Skills & Experience:Proven experience in contract and supplier management, performance monitoring, and renewal processesStrong influencing and negotiation skills with the ability to engage stakeholders at all levelsCommercial acumen with experience in a large corporate environment, balancing risk, compliance, and value deliveryResilience and adaptability in a fast-paced, dynamic environmentExcellent presentation and communication skillsStrong analytical and problem-solving capabilitiesSelf-starter with a proactive approach to identifying and resolving issuesWork Level: Experienced ColleagueRecruiter: Amy CurtisLocation: Stirling (Hybrid)Closing Date: 27th 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 , 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.If you need assistance or an alternative means of applying for a role due to a disability or additional need, please let us know by contacting us at: Read Less
    Apply Now

  • Customer Service Executive  

    MG
    - Stirling
    Apply Now
    At M&G our purpose is to give everyone real confidence to put their mo... Read More
    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 Service Executive - PermanentThe Role:The Customer Service Executive (CSE) contributes to a positive environment which is focused entirely on delivering a great service experience. The CSE is responsible for creating and contributing to high levels of customer satisfaction by delivering exceptional support to both customers and financial advisers. This role is central to ensuring a seamless experience in new business processing and ongoing servicing requests. Working within the M&G Customer Service Operations team, the CSE upholds M&G’s commitment to delivering professional, efficient, and customer-centric service.A key requirement is the ability to understand our customers’ and advisers’ needs, and to understand where the role fits in the context of providing great customer service. Team work, collaboration with colleagues and the role modelling of our behaviours are essential in performing within this role. Quality and accuracy are key requirements to deliver excellent outcomes for our customers.Individual performance and service delivery is subject to M&G's HR and people policies and is carried out within all policy, legislation and regulatory risk frameworks.Key Responsibilities for this role:To provide an excellent customer and adviser experience, supporting customers and advisers through new business and servicing journeys across a range of products Accurately and efficiently process all transactions and enquiries, verifying all necessary documentation and requirements Collaborate across teams, contributing to a seamless customer experienceRisk Management – against M&G standards and highlighting or escalating risk and discrepanciesKnowledge Management – keeping up to date with processes, policies and productsLearning and Development – actively participate in learning and development opportunities to maintain and update job knowledge and achieve personal and team objectivesKey Knowledge, Skills & Experience:Experience of working in a customer service environment, preferably within life and pensions financial servicesUnderstanding of pension, annuity or investment products is desirableStrong organisational skills and a meticulous approach to ensure accuracy in record-keeping, documentation, and processingWork Level: ColleagueRecruiter Name: Sarah MathersClosing Date: 24 June 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 , 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.If you need assistance or an alternative means of applying for a role due to a disability or additional need, please let us know by contacting us at: Read Less
    Apply Now

  • Training & Knowledge Content Specialist  

    MG
    Apply Now
    At M&G our purpose is to give everyone real confidence to put their mo... Read More
    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.The Role: Training & Knowledge Content SpecialistM&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 customerswith more than £300 Bn invested across all of its products and wrappers andhas 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 Training & Knowledge Content Specialist is responsible for creating high-quality, engaging, and compliant training and knowledge materials that support the development of customer service colleagues across M&G’s in-house and outsourced operations. Working closely with the coaching team—who act as subject matter experts—the role holder will translate operational expertise into structured learning journeys and accessible content.This role plays a critical part in ensuring that training is fit for purpose, aligned with regulatory expectations, and supports the delivery of exceptional customer outcomes. In addition to core service training, the role holder will design and maintain learning pathways for leadership development and succession planning, including training for managers and specialists. They will collaborate across teams to understand learning needs, optimise training design, and maintain knowledge resources that enable consistent, confident service delivery.Main Responsibilities:Design and write training content for customer service roles across contact, complaints and back officefunctions.Collaborate with coaches and operational SMEs to capture expertise and translate it into structured learning materials.Develop and maintain knowledge management content, ensuring accuracy, accessibility, and alignment with business and regulatory standards.Create learning journeys that support onboarding, upskilling, leadership development, and succession planning.Design and maintain training content for managers and specialists to support capability growth and career progression.Ensure training content reflects FCA, FOS, and internal compliance requirements.Work with operational leaders and change teams to ensure training supports new products, processes, and service enhancements.Review and update training materials in response to feedback, regulatory changes, and service evolution.Support the development of digital learning formats and self-serve content.Maintain version control and governance of training and knowledge assets.Collaborate with the Customer Standards & Coaching Manager to ensure training delivery is consistent and impactful.Key Knowledge, Skills & ExperienceExperience in instructional design, training content creation, or learning development within a customer service or regulated environment.Strong writing and editing skills, with the ability to simplify complex information.Understanding of FCA and FOS requirements and how they apply to training and knowledge content.Experience working with subject matter experts to develop learning materials.Familiarity with contact centre operations and customer service processes.Experience designing learning journeys for leadership development and succession planning.Knowledge of adult learning principles and instructional design methodologies.Experience with digital learning tools and knowledge management platforms is desirable.Strong collaboration and stakeholder engagement skills.Attention to detail and commitment to quality and compliance.Proactive, adaptable, and passionate about enabling colleague success through learning.Work Level : Experienced ColleagueRecruiter: Sarah MathersLocation: Homebased, Stirling, Edinburgh or LondonClosing Date : 15 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 , 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.If you need assistance or an alternative means of applying for a role due to a disability or additional need, please let us know by contacting us at: Read Less
    Apply Now

  • Technical Standards & Assurance Manager  

    MG
    - Stirling
    Apply Now
    At M&G our purpose is to give everyone real confidence to put their mo... Read More
    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.The Role: Technical Standards & Assurance 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 customerswith more than £300 Bn invested across all of its products and wrappers andhas 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 Technical Standards & Assurance Manager is responsible for leading the Little Tech team—a group of highly skilled technicians who manage complex, regulated, and specialist customer service activity across M&G’s operations. The role holder will ensure the team delivers high-quality, compliant outcomes across a range of technical areas, including LTA, pension scams, complaints, referrals, and proposition change.This role plays a critical part in assuring regulatory compliance, supporting FCA and FOS obligations, and embedding technical excellence across the customer service organisation. The role holder will own the call frameworks that guide customer interactions, ensuring they meet regulatory standards and support consistent, confident communication.Working closely with the Training & Knowledge Content Specialist and the Customer Standards & Coaching Manager, the role holder will contribute to the development of training content and knowledge materials, ensuring customer service colleagues are equipped with the technical expertiserequired to deliver exceptional outcomesMain Responsibilities:Lead and develop the Little Tech team, ensuring delivery of high-quality outcomes across complex and regulated customer service activity.Provide oversight and assurance across technical processes including LTA, pension sharing orders, pension scams, PruFund guarantees, bank breaks, employer contribution monitoring, cancellation, and system issues.Manage referrals and complex complaints, ensuring resolution aligns with regulatory expectations and customer outcomes.Collaborate with the Big Tech team to ensure consistency, knowledge sharing, and alignment across technical functions.Own and maintain the call frameworks used across customer service channels for both the in house operation and the outsourced operaton, ensuring they support regulatory compliance and effective communication.Support compliance audits and regulatory assurance activity, including adviser permission checks, bereavements, and money laundering reviews.Lead technical input into regulatory and proposition change initiatives, including the LTA abolition project and notifiable events.Provide subject matter expertise on complex tax queries and technical customer scenarios.Collaborate with the Training & Knowledge Content Specialist and the Customer Standards & Coaching Manager to ensure training content and knowledge materials reflect technical standards and support capability development.Monitor performance, quality, and risk across technical activity, escalating issues and driving resolution.Foster a culture of technical excellence, customer first culture, collaboration, and regulatory compliance.Key Knowledge, Skills & ExperienceProven experience in managing technical or specialist teams within a regulated customer service environment.Deep understanding of pensions, retirement products, and associated regulatory frameworks.Experience handling complex queries, complaints, and referrals in financial services.Strong knowledge of FCA, FOS, and regulatory change processes.Skilled in interpreting and applying technical guidance to customer scenarios.Experience supporting compliance audits and risk assurance activity.Experience developing or maintaining call frameworks or structured customer communication models.Strong collaboration skills, with experience working across coaching, training, and compliance functions.Excellent stakeholder engagement and communication skills.Proactive, detail-oriented, and committed to delivering compliant, customer-led outcomes.Work Level : Manager/ExpertRecruiter: Sarah MathersLocation: Homebased, Stirling, Edinburgh, LondonClosing Date : 15 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 , 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.If you need assistance or an alternative means of applying for a role due to a disability or additional need, please let us know by contacting us at: Read Less
    Apply Now

  • Senior Manager Global Services Oversight and Ops Integration  

    MG
    - Stirling
    Apply Now
    At M&G our purpose is to give everyone real confidence to put their mo... Read More
    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.The Role: Senior Manager Global Services Oversight and Ops IntegrationThe Role: M&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 customerswith more than £300 Bn invested across all of its products and wrappers, andhas 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 have two primary functions. Firstly, they will design, embed and run the oversight of M&G Global Services for Customer Services. This will include the ownership of the service inventory (what work is being outsourced), the ownership of the SLAs (the standard to which that work is to be done), and risk & controls self assessment to identify the inherent risks of outsourcing that work. They will then work with 1st line risk (1LR) to ensure that across ops and 1LR the right reporting and governance are in place to underpin our internal policy and external regulatory commitments with respect to oversight of a third party supplier.Secondly, the role holder will be responsible for integrating the operational picture across the internal operation and the Diligenta operation to ensure that a coherent service narrative is built for internal stakeholder management across M&G Life, providing input into regular and ad hoc reporting to brief up to and including CEO level.This will include incorporating the impact of incidents on service, and co-ordination with 1st line risk to ensure that risks and issues sat under the Head of Back Office & Shared Services are being managed in required timelines.Stakeholder management will be a vital part of the role, within the Customer & Advisor Services Directorate but also more broadly across M&G Life MD units to align with Propositions, 1LR, 2LR, Compliance, Internal Audit where necessary, Customer Outcomes reporting, Commercial and Life leadership.Main Responsibilities:Global Services Oversight.Design, embed and run in-life the oversight framework and governance for M&G Global Services for Customer Services, working closely with the GS Ops leadership.Integrate into the broader M&G Life governance as the policy is updated to reflect internal governance arrangements and the other functions that GS performs (Fin Crime, M&G Advice and IFDL (platform)).Weekly and monthly governance.Ensure that the governance aligns to weekly and monthly reporting and governance for exec committees to enable seamless aggregation and transfer into reporting up to Exec level.MI & Reporting.Work with the MI & Data team to ensure that appropriate measurement is in place to underpin SLA agreement and tracking, and the correct frameworks for reporting, tracking and escalation as required.Ops picture integration. Align the Global Services performance with onshore performance and the performance from Diligenta as reported and managed by peers, to become the aggregation point for overall service performance and commentary against it. Ensure prioritisation and focus of messaging on key pinchpoints incorporated into regular exec level reporting including leading on the integration of incident data into service performance narratives.Continuous Improvement & Innovation.Identify opportunities for service enhancement through automation, digitisation, or process redesign.Champion a culture of continuous improvement across internal and outsourced operations.Communications and stakeholder management. Ensure clarity of communication upwards and sideways across Operations and across Finance, Transformation and HR to ensure clarity of baselines, risks and opportunities across operational domains.Key Knowledge, Skills & ExperienceMust have: Strong operational background either in leading or working with operational teamsMust have: Experience in designing/implementing/running governance frameworksMust have: Strong understanding of key customer metrics and KPIs, and service level agreements (SLAs) and risk & controls self-assessment processesMust have: Ability to identify, assess, and manage risks associated with outsourcing and third-party supplier oversight.Must have:Demonstrated ability to manage relationships with senior stakeholders, including executive committees and CEO-level briefings. Excellent communication skills to convey complex service narratives and incident impacts effectively.Must have: Experience in taking large amount of information and filtering out key signals from the noise for driving insight, conveying simple messaging and driving action where requiredShould have: Strong skills inmanagement information (MI) and reporting, including collaboration with MI & Data teams to ensure accurate SLA tracking and escalation frameworks.Should have:Proven track record of drivingservice enhancements through automation, digitisation, or process redesign.Should have: Familiarity with the specific regulatory environment and internal policy commitments within the financial services sector.Should have: Experience in leading projects, particularly those involvingcross-functional teams and complex operational changes.Should have:Ability to champion and lead change initiatives, fostering a culture of continuous improvement.Should have: Capability to analyse service performance data and identify key trends, pinch points, and opportunities forimprovement.Work Level : Manager/ExpertRecruiter: Amy CurtisLocation: Homebased UK, London, StirlingClosing Date : 15 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 , 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.If you need assistance or an alternative means of applying for a role due to a disability or additional need, please let us know by contacting us at: Read Less
    Apply Now

  • Training & Knowledge Content Specialist  

    MG
    Apply Now
    At M&G our purpose is to give everyone real confidence to put their mo... Read More
    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.The Role: Training & Knowledge Content SpecialistM&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 customerswith more than £300 Bn invested across all of its products and wrappers andhas 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 Training & Knowledge Content Specialist is responsible for creating high-quality, engaging, and compliant training and knowledge materials that support the development of customer service colleagues across M&G’s in-house and outsourced operations. Working closely with the coaching team—who act as subject matter experts—the role holder will translate operational expertise into structured learning journeys and accessible content.This role plays a critical part in ensuring that training is fit for purpose, aligned with regulatory expectations, and supports the delivery of exceptional customer outcomes. In addition to core service training, the role holder will design and maintain learning pathways for leadership development and succession planning, including training for managers and specialists. They will collaborate across teams to understand learning needs, optimise training design, and maintain knowledge resources that enable consistent, confident service delivery.Main Responsibilities:Design and write training content for customer service roles across contact, complaints and back officefunctions.Collaborate with coaches and operational SMEs to capture expertise and translate it into structured learning materials.Develop and maintain knowledge management content, ensuring accuracy, accessibility, and alignment with business and regulatory standards.Create learning journeys that support onboarding, upskilling, leadership development, and succession planning.Design and maintain training content for managers and specialists to support capability growth and career progression.Ensure training content reflects FCA, FOS, and internal compliance requirements.Work with operational leaders and change teams to ensure training supports new products, processes, and service enhancements.Review and update training materials in response to feedback, regulatory changes, and service evolution.Support the development of digital learning formats and self-serve content.Maintain version control and governance of training and knowledge assets.Collaborate with the Customer Standards & Coaching Manager to ensure training delivery is consistent and impactful.Key Knowledge, Skills & ExperienceExperience in instructional design, training content creation, or learning development within a customer service or regulated environment.Strong writing and editing skills, with the ability to simplify complex information.Understanding of FCA and FOS requirements and how they apply to training and knowledge content.Experience working with subject matter experts to develop learning materials.Familiarity with contact centre operations and customer service processes.Experience designing learning journeys for leadership development and succession planning.Knowledge of adult learning principles and instructional design methodologies.Experience with digital learning tools and knowledge management platforms is desirable.Strong collaboration and stakeholder engagement skills.Attention to detail and commitment to quality and compliance.Proactive, adaptable, and passionate about enabling colleague success through learning.Work Level : Experienced ColleagueRecruiter: Sarah MathersLocation: Homebased, Stirling, Edinburgh or LondonClosing Date : 15 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 , 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.If you need assistance or an alternative means of applying for a role due to a disability or additional need, please let us know by contacting us at: Read Less
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  • Customer Service Accreditation Lead  

    MG
    - Stirling
    Apply Now
    At M&G our purpose is to give everyone real confidence to put their mo... Read More
    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.The Role: Customer Service Accreditation 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 customerswith more than £300 Bn invested across all of its products and wrappers andhas 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 Customer Service Accreditation Lead is responsible for ensuring M&G’s customer service teams are equipped with the right skills, at the right time, to meet customer demand and regulatory expectations. The role holder will work closely with capacity planning, operations, and training teams to align workforce capability with service needs, coordinating training cohorts and recruitment activity for the in-house operation and providing oversight of equivalent activity within outsourced partners.This role also owns the licensing and accreditation journey for customer service agents, maintainingaccurate records and ensuring compliance with regulatory requirements. The role holder will collaborate with compliance, training, and operational teams to streamline learning pathways and ensure that licensing is effectively managed and embedded into colleague development.Main Responsibilities:Coordinate with capacity planning and operational teams to align workforce capability with customer demand.Organise training cohorts and recruitment activity to ensure timely onboarding and upskilling of in-house customer service agents.Provide oversight of workforce readiness and training coordination within outsourced partners.Own and maintain records of all licenses and accreditations held by customer service agents across the in-house operation.Provide oversight of licensing and accreditation activity within supplier operations, ensuring consistency and compliance.Collaborate with compliance, training, and operational teams to streamline licensing processes and ensure learning journeys are effective and well-managed.Monitor and report on licensing status, training readiness, and workforce capability across service channels.Support the development of tools and processes that enable proactive workforce planning and accreditation tracking.Ensure licensing and accreditation frameworks align with FCA, FOS, and internal standards.Contribute to continuous improvement of workforce readiness and capability planning processes.Key Knowledge, Skills & ExperienceExperience in workforce planning, training coordination, or accreditation management within a regulated customer service environment.Strong understanding of licensing and competency frameworks in financial services.Familiarity with FCA and FOS requirements and how they apply to customer service roles.Experience working with capacity planning and operational teams to align skills with demand.Strong organisational and project management skills.Ability to manage records and reporting with accuracy and attention to detail.Collaborative mindset with experience working across compliance, training, and operational functions.Proactive, adaptable, and committed to enabling colleague success and regulatory assurance.Excellent communication and stakeholder engagement skills.Work Level : Experienced ColleagueRecruiter: Sarah MathersLocation: Homebased UK, London, StirlingClosing Date : 15 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 , 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.If you need assistance or an alternative means of applying for a role due to a disability or additional need, please let us know by contacting us at: Read Less
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  • Product Manager - M&G Real Estate  

    MG
    - London
    Apply Now
    At M&G our purpose is to give everyone real confidence to put their mo... Read More
    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.The Role:An opportunity has arisen for an experienced Product Manager to join the Product Development and Management team responsible for the M&G Real Estate product range on a 12 Month Fixed-Term contract basis.This individual will provide direction and leadership in respect of new product development and the ongoing management of the product range, working with the M&G Real Estate business. There is a diverse and expanding fund suite using different product structures and fund domiciles, targeting institutional investors. The range currently offers access to core commercial, living, long income, value add, and alternative real estate equity strategies as well as real estate debt finance.The candidate must have demonstrable experience within the asset management industry, ideally in a product development / management role. They should have a good understanding of different fund structures and domiciles including both regulated and unregulated funds, with extensive knowledge of alternative investment funds and experience of fund structuring and launches. They should also be able to demonstrate knowledge of real estate or private asset classes and strategies, and how they differ in nature from liquid, public securities.Key Responsibilities:Acting as product sponsor in the development of new products ensuring that initiatives follow the Product Development and Management process, leading on product design and taking an active position on fund launch Steering Committees and ensuring fund documentation is fit for purpose.Leading product management reviews, driving and supporting changes to ensure that the product range remains fit for purpose in terms of client expectations, pricing, profitability and the prevailing regulatory landscape.Providing the above technical inputs using specialist knowledge / subject matter expertise, evaluation of a range of potential solutions, taking into consideration client impact, cost, risk and the M&G Real Estate business operating model.Maintaining an up to date knowledge of the institutional real estate market and industry trends and regulation and assessing their impact on the existing product set and encouraging product innovation.Key Knowledge, Skills & Experience:Experience within the asset management industry, preferably in a product development / management role with fund structuring and launch experience of ideally real estate or other private asset strategies.Sound comprehension of product lifecycles for the development, launch, maintenance and review of funds. An interest in commercial real estate business and other capital markets (including private asset and sustainable investment strategies).Good understanding of a range of product jurisdictions and relevant regulations (e.g. AIFMD, UCITS, MiFID II, SFDR and EU Taxonomy).Extensive knowledge of different product structures and alternative asset classes.Self motivated, collaborative, resilient, flexible, unafraid to challenge upwards, and seeks to continue developing professionally.Well organised and able to manage multiple initiatives concurrently, prioritise workload appropriately, and manage the expectations of a range of different stakeholders, including conflicts.Proactive, commercially aware and able to apply sound judgement, and able to work on own initiative to tight deadlinesEffective communication skills including analytical, report writing and influencing skills.Degree level academic qualification (or equivalent).CFA/CAIA/MBA or other post-graduate professional experience (e.g. legal, accounting, actuarial) is desirableRecruiter: Hannah CurtisWork Level: Manager or ExpertWe 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 , 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.If you need assistance or an alternative means of applying for a role due to a disability or additional need, please let us know by contacting us at: Read Less
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