Senior Service Performance Oversight Manager (Corporate) - M&G plc. in Stirling

Energy Jobline ZR; Stirling; Remote; GBP 60,000 - 85,000; Full time

Job summary

A leading energy company is seeking a Senior Service Performance Oversight Manager to oversee service performance and ensure customer satisfaction in their operations. This role requires strong knowledge of service metrics and the ability to drive continuous improvement in a complex environment. The ideal candidate will have experience in a regulated setting and a commitment to customer outcomes.

Qualifications

• Must have a strong knowledge of service performance and customer KPIs.
• Empathy for the customer and high standards in operational decisions.
• Experience in a highly regulated environment with understanding of risk.

Responsibilities

• Oversee service performance across quantitative and qualitative metrics.
• Ensure governance reporting meets required service levels.
• Drive performance improvements and customer interventions.

Skills

Strong knowledge of service performance

Empathy for the Customer

Experience in customer service operational teams

Ability to operate in complex environments

Desire for continuous improvement

Experience in regulated environments

Ability to prioritize effectively

Understanding of SLAs and KPIs

Proficiency in reporting tools

Tools

PowerBI

Job description

Overview

Energy Jobline is the largest and fastest growing global Energy Job Board and Energy Hub. We have an audience reach of over 7 million energy professionals, 400,000+ monthly advertised global energy and engineering jobs, and work with the leading energy companies worldwide.

We focus on the Oil & Gas, Renewables, Engineering, Power, and Nuclear markets as well as emerging technologies in EV, Battery, and Fusion. We are committed to ensuring that we offer the most exciting career opportunities from around the world for our jobseekers.

Role

Senior Service Performance Oversight Manager (Corporate)

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 individual in this role will be responsible for the service performance oversight of the Diligenta Back Office operation for the products and services that fall under the ownership of our Corporate Risk Solutions (CRS) Managing Director. This includes all workplace pensions, and auxiliary support activity including cash-in-suspense and annual statements of accounts. This role is foundational to the service we provide to our customers.

While the role holder will be focused on back office processing, they should understand customer impact by having a good working understanding of the Voice and Complaints operations to follow the customer experience from start to finish. This operation covers half a million customers, millions of customer interactions a year across multiple channels and involves collaboration with the Client Management team who interact with the Scheme administrators, Trustees, and customers.

The role holder will work across Risk, Commercial, MI/Data and Planning, Customer Experience & Journey Improvement, Transformation, Quality and Client Management to safeguard customer service and deliver day-to-day performance in line with contractual SLAs and regulatory requirements. Where customer service is not in line with targets, they will drive interventions and corrective actions using governance frameworks. The role holder will also own internal relationships and service briefings to ensure the service position is communicated up to Board level.

Finally, the role holder will act as the safeguard for the customer within the operation, balancing change initiatives and priorities to prevent impacts into the operation.

Key Responsibilities

• Service performance oversight of the CRS-related products, across quantitative and qualitative metrics
• Ownership of the inputs into formal performance governance reporting and assurance of our performance against required service levels
• Assurance for landing and tracking change in the operation as agreed, including in-life running of the process and continuous improvement activity
• Service performance oversight of key supporting Back Office processes including the annual Revisions process, Technician support to Back Office teams and Cash-in-suspense
• Ownership of the related service levels and adjustments/concessions where appropriate working with M&G Commercial and Diligenta counterparts
• Ensuring engagement and correct prioritisation/assessment for service risks and issues working with 1st line risk and 1st line risk oversight functions
• Synthesising information from the insight teams (CSAT), reporting and MI and operational insight to identify areas for preventative or corrective intervention into the operation
• Ensuring that for areas where insight and MI is not complete, working with the MI & Data teams to commission improvements that enable insight into customer service outcomes
• Working with planning and planning oversight teams to ensure forward projections of service are committed and tracked

Key Knowledge, Skills & Experience

• Must have: Strong knowledge of service performance and broader customer KPIs (e.g., CSAT) and the links between them
• Must have: Empathy for the Customer: a mindset that advocates for customer outcomes in operational and strategic decisions
• Must have: Strong knowledge of working with or running customer service operational teams
• Must have: Ability to operate in complex environments where data and MI can be ambiguous or incomplete
• Must have: A strong personal desire to set high standards and drive continuous improvement in customer outcomes
• Must have: Experience in a highly regulated environment with understanding of risk and controls; familiarity with key regulatory frameworks including SYSC 8.1 and Consumer Duty commitments
• Must have: Ability to prioritise effectively in a fast-moving environment and manage multiple stakeholders
• Should have: Understanding of SLAs, KPIs, and commercial levers within outsourcing contracts; experience in managing service concessions, penalties, and performance incentives
• Should have: Proficiency in reporting/MI tools such as PowerBI or similar and pattern recognition
• Nice-to-have: Experience with resource modelling, planning and forecasting

Work Level: Manager / Expert

Recruiter: Amy Curtis

Location: Homebased UK, Reading or Stirling

Closing Date: 27 October 2025

We have a diverse workforce and an inclusive culture at M&G plc, underpinned by our policies and our employee-led networks. We are committed to attracting, promoting and retaining exceptional people and welcome those who take part in military service or who are returning from career breaks. We also welcome candidates with long-term health conditions, disabilities, or neuro-divergent conditions and support applications that meet the minimum criteria of a job through our Confident Leader scheme when opting in. If you need assistance or an alternative means of applying for a role due to a disability or additional need, please contact us at: [e-mail]

If you are interested in applying for this job please press the Apply Button and follow the application process. Energy Jobline wishes you the very best of luck in your next career move.