Service Oversight Analyst

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.

This colleague-level 12 month Fixed Term Contract role sits within the Service & Customer Outcomes Oversight pillar and focuses on service performance and operational effectiveness of outsourced front and back office activities.

To provide independent oversight and challenge of service delivery, ensuring SLAs/KPIs, backlog performance and operational effectiveness meet standards and that service issues are escalated and remediated.

Key Work Level Accountabilities:              

• Monitor and challenge outsourced service performance against SLAs, KPIs and operational standards
• Provide timely insight on backlogs, aged cases and service risks, and drive action through escalation routes
• Support oversight of operational risk topics relevant to service delivery
• Maintain audit-ready evidence of oversight activity and service challenge

Key Responsibilities for this role:

Service performance & MI

• Review MI including SLA adherence, throughput and aged backlog analysis
• Identify recurring service issues and trends; propose deep dives where needed
• Challenge MI accuracy and completeness with the BPO provider

Operational risk inputs

• Support oversight of operational risk topics linked to service delivery (e.g. suspicious transaction monitoring/AML process oversight inputs where relevant)
• Support operational control testing oversight inputs from a service perspective
• Escalate material service-related risks and control concerns

Corrective actions & continuous improvement

• Track corrective actions and remediation plans for service failures
• Support identification of root causes and improvement opportunities
• Support governance packs and action logs

Customer, conduct & Consumer Duty expectations

• Maintain focus on customer impact of service performance (delays, backlogs, quality) and escalate risks of customer harm
• Support delivery of good customer outcomes through timely challenge of service issues

Evidence & assurance expectations

• Maintain documented MI reviews, challenge notes and escalation records
• Maintain action logs with clear owners and due dates
• Maintain evidence supporting service performance decisions and prioritisation

Key Knowledge, Skills & Experience:

Experience in operations/service management and strong MI analysis capability. Confident in challenging third-party providers and identifying service risks. Understanding of customer operations and SLA-based environments preferred.

What we offer:

At M&G, we’re committed to helping you thrive and supporting your wellbeing, both at work and beyond. Our benefits are designed to help you balance your professional and personal life, while planning confidently for your future. Our UK benefits include:

• As a savings and Investments firm we are proud to offer a valuable pension scheme of 18%, with 13% made up of Employer Contributions and 5% Employee Contributions. We also offer Share Save and our Share Incentive Plan, together with access to financial wellbeing and support services - to help give you real confidence to put your 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.

To explore more about life at M&G and our full benefits offering, visit Life at M&G

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.

M&G is also proud to be a Disability Confident Leader, and we welcome applications from candidates with long-term health conditions, disabilities, or neuro-divergent conditions. 

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: careers@mandg.com