Project Manager - Adviser / Customer Experience

M&G

Project Manager - Adviser / Customer Experience

Salary Not Specified

M&G, Edinburgh

  • Full time
  • Temporary
  • Onsite working

Posted 1 week ago, 3 Jul | Get your application in now before you miss out!

Closing date: Closing date not specified

job Ref: 8d2c432e193841539589c63852b03a30

Full Job Description

Reporting to the Proposition to Market Portfolio Lead - Wealth, this role owns the end-to-end delivery of medium to highly complex projects within Wealth Management. You will be responsible for driving the definition of the business case, project objectives, scope, resources, managing relevant third parties and expected business outcomes, together with detailed project plans. You will be expected to implement and adhere to the required project management methodologies and governance and provide the project team with direction and confidence to deliver and leverage the expected benefits.,

  • Own the end to end delivery of medium to highly complex projects, identifying key business stakeholders; leading on defining business case, project objectives, scope, resources and agreed set of expected benefits and outcomes.

  • In conjunction with the Project Sponsor, communicate the outcomes/benefits of the project across the organisation to garner support and buy-in.

  • Create and maintain high quality project plans (with built in risk mitigation strategies) and work packages that support delivery, ensuring that responsibilities are assigned to project resources.

  • Evaluate delivery options and the team's performance, providing feedback where necessary and adjusting plans at regular intervals against the scope, schedule, budget, risks, outcomes and benefits.

  • Provide regular forecasts of the future Change and BAU resources required for the project

  • Provide the project team with direction ensuring the project delivers the required benefits and outcomes within the specified tolerances of time, cost, quality, scope, benefit and risk.

  • Undertake regular lessons learnt sessions during the life of the project, implementing agreed recommendations to achieve continuous improvement.

  • Adhere to governance standards, including Project Change Standard and guidelines, maintaining accurate RACI and RAID logs and Service Now records.

  • Produce timely management information ensuring all mandatory documentation (e.g. business case, requirement documents/user stories, stage gates, test plans, change requests, closure documents) is completed and signed off at the appropriate stages during the life of the project and establish additional governance to reflect the complexity of the project as required.

  • Forecast future external costs, understand the drivers of project cost variance and take actions to control costs to budgets or raise change control

  • Monitor and report progress to the impacted stakeholders (e.g. sponsor(s), programme manager, Change Programme Directors, steering committee) including ongoing business case viability.

  • Independently identify and take ownership of issues, risks and dependencies, making recommendations to mitigate the risk or to reduce/remove issues. Escalate where appropriate to maintain progress towards project delivery and act as an escalation point on behalf of the Project Sponsor.

  • Complete handover to BAU, and business benefits realisation activities to close off projects.

  • Manage resource planning and motivate the project team to ensure a high standard of output, focused on customer satisfaction and delivery through developing others through providing ongoing guidance, mentoring or coaching

  • Manage relationships with required teams e.g. Technology, external suppliers and other business functions to achieve timely delivery.

  • Participate in improving the change capability across the firm through sharing project and change management disciplines with the wider business

  • Lead a small group of project managers

    A Track record of working on projects which improve Customer/ Adviser experience

  • An Understanding of the impact of Consumer Duty on the Customer Experience within Financial Services

  • Experience of delivering business improvement projects addressing the end to end Customer Journey and an understanding of how to successfully embed the improvements into a large organisation.

  • Experience of leading business transformation projects, working with both internal and external stakeholders

  • A confident and effective communicator (both written and verbal) across all levels of the organisation. Confident in facilitating medium to large sized workshops and meetings with stakeholders.

  • An ability to motivate, influence and constructively challenge where appropriate.

  • An ability to build and maintain strong relationships across the business and with external parties.

  • Strong organisational and planning skills with the ability to manage multiple projects, resources, priorities and deliverables to tight deadlines.

  • Passionate about developing a work environment that embraces and values diversity.

  • Well-developed interpersonal skills, leading by example and exercising good judgment and decision making skills.

  • Strong programme budgetary control and financial management

  • Commercial mindset to highlight risks covering contractual clauses including penalties

  • Advanced understanding and practical application of project management methodologies

  • Significant and demonstrable track record of end to end delivery of projects, including demonstrable experience of successfully turning around failing projects, building momentum, and buy-in to a new project.

  • Experience of working in a highly controlled and regulated environment

  • Working effectively with stakeholders at different levels including executive and non-executive directors [C-Suite and NEDs] and external parties.

  • Management and coaching of Project Managers, Business Analysts, Testers, Developers, SME (line and matrix)

    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., 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.