Partner Service Performance Manager

The roleholder's 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 Life's 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 compliance,

• Lead the oversight of service delivery for at least two key partners such as Equiniti, Paragon, Willis Towers Watson, and Waystone
• Ensure comprehensive and well-documented service level agreements (SLAs) are in place
• Support the contracted drumbeat of SLA improvement reviews, with an eye to continuously improving service for our customers and advisers
• Collaborate with Risk and Commercial teams to meet regulatory requirements under SYSC8 and deliver aspirational service levels
• Work across functional domains such as Voice, Complaints, Back Office speed and quality, and auxiliary supporting areas
• Leverage subject matter experts from Customer Services to maintain high standards of customer outcomes
• Support M&G Life's growth ambitions through effective service oversight
• Ensure compliance with FCA regulations and other relevant regulatory requirements
• Monitor and manage service performance metrics and KPIs
• Identify and mitigate risks associated with service operations
• Foster a culture of continuous improvement and innovation
• Provide regular reports and updates to senior management on service performance
• Ensure operational readiness for new products and services
• Engage with change and transformation teams to ensure planned changes are executed effectively, We have a diverse workforce and an inclusive culture at M&G, 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.
  
  Must have strong leadership experience and excellent stakeholder management and collaboration skills
• Must have experience in service oversight and managing third-party partnerships in a customer service operation
• Must have ability to work across multiple functional domains, with strong analytical and problem-solving skills
• Must have excellent communication and relationship-building skills
• Must have proficiency in performance metrics and KPI monitoring
• Should have an understanding of regulatory requirements, including SYSC8 and FCA regulations
• Should have familiarity with resource planning, forecasting, and cost control
• Should have an ability to foster a culture of continuous improvement and innovation
• Should have strong understanding of risk management and compliance
  
  Our purpose is to give everyone real confidence to put their money to work. With a heritage dating back more than 175 years, we have a long history of innovation in savings and investments, combining asset management and insurance expertise to offer a wide range of solutions.
Our two distinct operating segments, Asset Management and Life, work together to provide access to balanced, long-term investment and savings solutions. Through 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 Manager 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 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."


• Enjoy 38 days annual leave including bank holidays, with the opportunity to purchase up to 5 extra days and additional flexibility through our Time Off When You Need It policy - to balance your work and personal commitments.
• Our market leading Inspiring Families policy includes comprehensive support and paid parental leave covering maternity, adoption, surrogacy, and paternity leave - as supporting families is a core aspect of our inclusive culture.
• Health & Protection cover including Private Healthcare, Critical Illness cover and Life Assurance for you, with family options - for peace of mind.