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.

• 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 escalating 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

• 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

• Valuable pension scheme of 18%, with 13% made up of Employer Contributions and 5% Employee Contributions
• Share Save and Share Incentive Plan, together with access to financial wellbeing and support services
• 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
• Inspiring Families policy includes comprehensive support and paid parental leave covering maternity, adoption, surrogacy, and paternity leave
• Health & Protection cover including Private Healthcare, Critical Illness cover and Life Assurance with family options

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