Operational Support Manager

At M&G our purpose is to help people manage and grow their savings and investments, responsibly. As a business, we are continuing to take steps towards a sustainable future, delivering better long-term solutions for our customers and clients and identifying new opportunities to make a positive impact for our environment and communities . To help us achieve our vision we're looking for exceptional people who live our values of care and integrity and who can inspire others; embrace change; deliver results and keep it simple.
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.
We have an exciting opportunity for someone to join our Wealth Platform team in Bath, Stirling or Edinburgh as an Operational Support Manager focused on 1st Line risk.
The Role:
The Operational Support Manager will lead a team of Operational Support and 1st Line risk and assurance SMEs and managers, owning and managing risks associated with day to day operational activities.. The applicant must have previous Customer Service, 1st Line risk, continuous improvement and operational management experience in a fast paced environment.
The role requires extensive cross-function working and collaboration, a strategic mind set and a good understanding of the proposition, risk and regulations. Previous experience of 1st Line Risk, Financial Crime, assurance and leading teams in delivery of customer service is essential, along with good knowledge of the Wealth Platform and SIPP processes and systems.
The role holder will be a key member of the Wealth Platform Operations senior leadership team, and will play a key part in shaping the operational model and market leading service.
Role purpose:

• Lead a team of Customer Service and Support Team Managers and SMEs who own and manage risks, issues and actions associated with operations and customer service delivery
• Role model leadership behaviours and values, playing an influential role in the Operational Senior Leadership team, and wider business
• Effectively manage internal and external stakeholders, working closely with 2nd Line, compliance data and financial crime experts
• Take personal responsibility for risk mitigation through robust management of key controls, oversight and quality management, minimising operational losses and complaints
• Work in partnership with compliance teams to ensure we meet current regulations and are fully up to speed with changing regulatory requirements (working with Business Readiness to embed these in the business)
• Lead continual improvement of customer experience
• Lead, inspire and engage colleagues

Knowledge:

• Expert knowledge of financial services and regulatory frameworks
• Expert knowledge of RCSAs, KRI management, Notifiable Event/Breach management, transaction monitoring and oversight
• Good understanding of Financial Crime policy and application in customer service
• Expert knowledge of Platform & SIPP products and proposition, plus markets and competitors
• Detailed knowledge of Sonata, SalesForce, 1st Line Risk Management systems and Power BI reporting

Experience:

• Proven ability to lead, manage and motivate high-performing teams
• Significant experience of customer service delivery and support in Financial Services
• Operational and 1st Line risk management experience
• Continuous improvement or Agile
• Experience within SIPP/ISA/GIA/Platform and CASS environments
• Coaching other
• Internal and external audit, plus compliance monitoring review experience
• Strong MI and analysis skills
• FCA reporting

Personal attributes/skills:

• Experience of stakeholder management across multiple levels (internal and external)
• Behaviours - tell it as it is, own it and move forward together with care and integrity
• Strong influencing and coaching skills
• Effective communicator
• Ability to work under pressure and to deadlines

Qualifications:

• Relevant Financial Services qualifications

Job Level: Manager/Expert
Closing Date: 18 February 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 or disability 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.