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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 workplace accommodations to ensure you have what you need to effectively deliver in your role.
Service Relationship Manager, Service Delivery
Service Delivery is a newly formed Directorate under the Prudential Assurance Company (PAC) Chief Operating Officer (COO) within M&G Life. PAC has c.£160Bn of AUM and more than 4 million customers across the UK and internationally. We receive millions of contacts annually from our customers across a large number of channels (voice, WebChat, secure email, written correspondence, web portals).
The administration of many PAC products is outsourced to third parties like Diligenta/TCS, Equiniti, and Willis Towers Watson. In M&G Service Delivery, we collaborate with them to serve our customers, their advisors, and the trustees of the schemes that we administer. We also work with internal stakeholders like Commercial, Risk & Resilience, Change & Transformation, CTIO, and with the Propositions and Sales teams. We also partner with lines of business within M&G, especially the Wealth business, for whom we deliver some products and services. We are a growing business with a plan to launch new products, improve service across a complex legacy business, and use technology and other innovations to enhance customer outcomes and business efficiency.
Your role is to manage how suppliers and M&G operations work together across PAC. You will deal with complex customer and supplier links across different functions in Service Delivery. You will handle large amounts of urgent information, know the operational and customer effects, and communicate them clearly to make sure everyone works together for good customer results. Many of our processes and internal links are outdated and unclear because of old organisations, and need to change. You will improve these links, write down and support them with processes and rules, and then lead that process by working with people from agents to executives in different areas in M&G. You will also lead on the development and preparation of reports and commentary on customer service for a number of parts of M&G customer operations and sales support.
Key Responsibilities
* Understand the customer service levels and customer expectations set across our different books of business for all products, and the key drivers of customer, client, and advisor satisfaction (and the opposite).
* Monitor and evaluate the quality and efficiency of the service delivery, identifying any gaps, risks, or issues, and implementing corrective actions or improvements or ensuring they are owned in the right place.
* Map out the internal relationships and touchpoints, and the service models in place across a complex set of stakeholders including corporate pensions clients, sales and distribution, the operational suppliers, customer journey owners, and continuous improvement functions and then support the Head of Contact Operations in maintaining those relationships and service models.
* Support in the development, preparation, and delivery of key service updates to internal stakeholders up to and including the CEO, and senior executives across other parts of the business.
* Support commercial teams in negotiating contractual service level agreements and pricing with clients, ensuring that they are fair and profitable for both parties.
* Coordinate and collaborate with the service delivery team, providing guidance, support, and feedback, and ensuring that they adhere to the agreed standards and procedures.
* Manage and resolve any conflicts, complaints, or escalations that may arise from the clients or the service delivery team, ensuring that they are handled professionally and promptly (working with the Senior Escalations & Complaints Manager).
Key Knowledge, Skills, Capabilities & 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.
* Experience in managing relationships with suppliers and partners.
* Effective organisation and project management skills.
* Experience of engaging with stakeholders at all levels from agent to CEO.
* 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 analyse complex operational issues, identify root causes, and implement effective solutions.
* 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.
* Capability to build and maintain strong and trusting relationships with internal and external partners, and to influence and negotiate effectively.
* Capability to work under pressure, prioritise and manage competing demands, and cope with ambiguity and change.
Work level: Experienced Colleague
Location: Kildean, Stirling or Home Based
Recruiter: Amy Curtis
Closing Date: 20th September 2024
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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