Senior Manager Governance & Oversight

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.

Through 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.

Senior Manager Change Governance and Oversight – M&G Life, 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 and 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 in sourcing and outsourcing service operations to sell to domestic and international markets.

• Act as the operational front door for change, managing intake, triage, and prioritisation of requests.
• Conduct impact analysis to assess operational implications, risks, and resource requirements.
• Ensure alignment of change requests with operational capacity and strategic goals.
• Facilitate sign‑off processes for change and insight initiatives, ensuring appropriate governance and documentation.
• Commission impact analysis and discovery activity for commissioned change, ensuring operational impacts are understood and solution options are viable.
• Collaborate with insight and transformation teams to ensure solutions meet business needs and customer expectations.
• Manage post‑implementation reviews and embed lessons learned into future planning.
• Collaborate with Customer Journey Owners and operational leaders to identify and track customer pain points and process improvements.

• Commission and oversee process mapping activities to support RCA, complaints analysis, and operational change.
• Ensure mapping outputs are documented, accessible, and used to inform prioritisation and solution design.

• Lead readiness planning and execution for operational change, including self‑driven and wider transformation programmes.
• Collaborate with operational teams to define resource and skilling requirements and ensure readiness for implementation.
• Understand and ratify change benefits and prioritise resource against strategic objectives.

• Own governance structures for operational forums, including complaints governance.
• Define and maintain Terms of Reference (ToR), participant roles, and decision‑making protocols.
• Ensure forum outputs, actions, and content are stored accessibly and used to drive continuous improvement.
• Make governance content easier to access and use, ensuring clarity of purpose and inputs.

• Identify and assess operational risks and opportunities, including post‑opening risks and back‑office problem statements.
• Partner with Risk and Compliance to identify and manage key risks and ensure controls are in place and exercised effectively.
• Ensure risks are escalated appropriately and tracked through resolution.
• Use insights from complaints and RCA to inform change prioritisation and readiness planning.

• Provide oversight of change delivery from an operational perspective, ensuring readiness, adoption, and post‑implementation review.
• Track delivery against agreed timelines and elevate risks to delivery as needed.

• Proven experience in operational change governance, readiness, and PMO leadership within financial services.
• Strong understanding of complaints handling, RCA, and customer service operations.
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