Service Oversight Analyst - FTC

Role Overview

A 12 month fixed‑term contract within the Service & Customer Outcomes Oversight pillar, focusing on service performance and operational effectiveness of outsourced front and back office activities.

• Monitor and challenge outsourced service performance against SLAs, KPIs and operational standards.
• Provide timely insight on backlogs, aged cases and service risks, and drive action through escalation routes.
• Support oversight of operational risk topics relevant to service delivery.
• Maintain audit‑ready evidence of oversight activity and service challenge.

• 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.
• Provide operational risk inputs and support operational control testing oversight.
• Escalate material service‑related risks and control concerns.
• Track corrective actions and remediation plans for service failures.
• Support identification of root causes and improvement opportunities.
• Support governance packs and action logs.

• Maintain focus on customer impact of service performance (delays, backlogs, quality) and escalate risks of customer harm.
• Support delivery of good customer outcomes through timely challenge of service issues.

• 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.

• Employer matched pension scheme of 18% (13% employer, 5% employee).
• Share Save and Share Incentive Plan.
• Financial wellbeing and support services.
• 38 days annual leave (including bank holidays) with optional purchase of up to five extra days.
• Time Off When You Need It policy for flexibility.
• Inspiring Families policy – comprehensive support and paid parental leave covering maternity, adoption, surrogacy and paternity leave.
• Health and protection cover including private healthcare, critical illness and life assurance.

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 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: