Senior Manager Customer Services Capability

M&G; Stirling; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading financial services company is looking for a Senior Manager Customer Services Capability. This role will lead customer service strategy across various segments, ensuring quality assurance and effective training. The ideal candidate will have a strong background in customer service operations and strategic leadership. The role includes oversight of internal teams and external partnerships, focusing on delivering exceptional customer outcomes and regulatory compliance.

Qualifications

• Proven experience in leading quality and learning functions in large customer service operations.
• Experience in designing quality assurance frameworks and coaching programs.
• Deep understanding of customer service performance metrics and regulatory requirements.

Responsibilities

• Lead the strategic development and operational delivery of customer service capability.
• Oversee execution across quality standards, learning and development, coaching, and knowledge management.
• Collaborate with Risk, Compliance, and Customer Journey Owners to ensure good customer outcomes.

Skills

Leadership

Strategic thinking

Stakeholder engagement

Project management

Knowledge management

Job description

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.

The Role: Senior Manager Customer Services Capability

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.

This newly created role will lead the strategic development and operational delivery of customer service capability across M&G Life. It brings together quality assurance, coaching, training, knowledge management, and technical expertise into a single function focused on enabling exceptional customer outcomes. The role holder will be responsible for setting the strategy and overseeing execution across quality standards, learning and development, coaching, and knowledge management. They will lead the internal teams responsible for these functions for the in-house customer service operation, and will oversee the delivery of the same functions by outsourced partners, ensuring alignment with M&G standards and regulatory expectations.

Main Responsibilities:

• Strategic ownership of the quality assurance framework, call frameworks and working principles across all customer service channels, both in-house and outsourced.
• Leadership of a multi-disciplinary team responsible for coaching, training design and delivery, knowledge management, and technical support for the in-house operation.
• Oversight of supplier-delivered quality, coaching, training, and knowledge management functions, ensuring alignment with M&G standards and frameworks.
• Development and implementation of learning and development strategies for customer service agents and leaders.
• Design and delivery of leadership development programmes for team leaders and managers within the customer service organisation.
• Ownership of the knowledge management strategy and tooling, ensuring content is accurate, accessible, and regularly maintained.
• Management of the technician function, ensuring complex queries are resolved and regulatory compliance is assured.
• Responsibility for the licensing and accreditation journey for all colleagues, working with capacity planning to align skills with customer demand.
• Collaboration with Risk, Compliance, and Customer Journey Owners to ensure quality and capability strategies support good customer outcomes and regulatory compliance.
• Foster a culture of two-way feedback, high support and high challenge, where colleagues are empowered to grow their capability, take ownership of outcomes, and contribute to a compliant, customer-led organisation.

Key Knowledge, Skills & Experience

• Proven experience in leading quality, learning, and development functions within large customer service operations.
• Strong strategic thinking and ability to translate vision into operational delivery.
• Experience in designing and implementing quality assurance frameworks and coaching programmes.
• Deep understanding of customer service performance metrics and regulatory requirements.
• Skilled in stakeholder engagement across all levels, including external partners.
• Experience in knowledge management strategy and tooling.
• Strong leadership and team development capabilities.
• Effective organisation and project management skills.
• Experience in designing and delivering leadership development programmes.

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.

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. Being a Disability Confident Leader means that candidates who meet the minimum criteria of a job, will be offered an interview if they 'opt in' to the scheme when applying.

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]