Senior Customer Remediation Analyst

M&G; Greater London; Hybrid; GBP 100,000 - 125,000; Full time

Job summary

A leading financial services firm is looking for a Senior Customer Remediation Analyst to support effective Notifiable Event management. The candidate should have at least 5 years' experience in a regulatory environment with strong analytical skills. This hybrid role offers flexible working arrangements, focusing on fair customer remediation and oversight across the LIFE business. Join a diverse and inclusive culture committed to employee wellbeing and professional growth.

Benefits

Pension scheme with 18% contributions

38 days annual leave

Private healthcare

Paid parental leave

Qualifications

• At least 5 years’ experience in regulated financial services.
• Experience of supplier oversight in financial services.
• Ability to prioritize tasks under pressure.

Responsibilities

• Manage oversight of Notifiable Events across LIFE.
• Collaborate with business areas to ensure fair customer remediation.
• Conduct analysis on remediation issues.

Skills

Experience of Notifiable Event management

Strong analytical skills

Communication and influencing skills

Pro-active problem solving

Job description

Overview

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 workplace accommodations to ensure you have what you need to effectively deliver in your role.

An excellent opportunity has arisen for a Senior Customer Remediation Analyst to join our highly respected Risk, Assurance and Remediation team with our Life Division. This role will have a blended approach between working from home and the office (2-3 days) and will support the Customer Remediation Managers to ensure Notifiable Event management and oversight is effective across our LIFE Business and that all remediation issues are managed and resolved effectively, in line with the Life Division objectives.

Responsibilities

• Support the management and oversight of Notifiable Events across the LIFE business (including key suppliers), including representation at forums and committees, appropriate to the role
• Work collaboratively with key business areas & key suppliers to ensure LIFE customers are remediated fairly, timely and in line with Life business objectives and regulatory requirements
• Support the delivery of effective remediation reporting (including Notifiable Events) across LIFE to inform all relevant stakeholders
• Conduct effective analysis on remediation issues to highlight key themes and issues to senior management
• Provide oversight of analysis conducted by business functions (and suppliers) where remediation is required to ensure effectiveness
• Develop, oversee and review any recommendation papers to support remediation issues
• Contribute to the design of remediation policies, procedures and principles applicable to the LIFE Business (for example, Notifiable Event redress principles, Complaint redress principles)
• Support the successful delivery of any LIFE remediation programmes and any remediation issues
• Work closely with key business areas and stakeholders to ensure effective remediation
• Input to the presentation of remediation related topics and remediation Management Information required at various committees across LIFE Business
• Support the management and oversight of the Root Cause Analysis framework on Notifiable Events
• Support the wider LIFE business with any remediation queries to ensure consistency of approach
• Build and maintain effective relationships with key stakeholders across applicable business units
• Work closely with M&G 1st and 2nd line to support the implementation of any Notifiable Event framework changes across LIFE Business
• Input to team projects and team improvement initiatives

Qualifications

• At least 5 years’ experience working within a regulated financial services operational environment
• Experience of Notifiable Event management within regulated financial services organisations
• Experience of supplier oversight within regulated financial services organisations
• Experience of operating within regulatory & risk management frameworks
• Pro-active approach to problem solving, understanding root causes, and driving continuous improvement
• Strong analytical mind and an eye for detail
• Strong work ethic, positive attitude, and team player
• Strong communication, presentation and influencing skills
• Ability to effectively prioritise and manage multiple tasks in a fast-paced environment, ensuring deadlines are achieved to a high-quality standard
• Working knowledge of Life and pensions products, markets and competitors (Advantageous)
• Working knowledge of M&G systems, services and distribution methods (Preferred)

Experience Level - Experienced Colleague

Recruiter: Helen Simons

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: [e-mail]