Senior Customer Remediation Analyst

At M&G our purpose is to give everyone real confidence to put their money to work. As an international savings and investments business with roots stretching back more than 170 years, we offer a range of financial products and services through Asset Management, Life and Wealth. All three operating segments work together to deliver attractive financial outcomes for our clients, and superior shareholder returns.

Through our behaviours of 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 Customer Remediation Analyst, M&G Life

x 3 permanent roles

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.

An excellent opportunity has arisen for a Senior Customer Remediation Analyst to join our highly respected Risk, Assurance and Remediation team with our Life Division. This role will have a blended approach between working from home and our office in Stirling (2-3 days) and will support the Customer Remediation Managers to ensure Notifiable Event management and oversight is effective across PAC and that all remediation issues are managed and resolved effectively, in line with the Life Division objectives.

Key Responsibilities for this role may include:

• Support the management and oversight of Notifiable Events across the PAC business (including key suppliers), including representation at forums and committees, appropriate to the role
• Work collaboratively with key business areas & key suppliers to ensure PAC customers are remediated fairly, timely and in line with Life business objectives and regulatory requirements
• Support the delivery of effective remediation reporting (including Notifiable Events) across PAC to inform all relevant stakeholders
• Conduct effective analysis on remediation issues to highlight key themes and issues to senior management
• Provide oversight of analysis conducted by business functions (and suppliers) where remediation is required to ensure effectiveness
• Develop, oversee and review any recommendation papers to support remediation issues
• Contribute to the design of remediation policies, procedures and principles applicable to the PAC Business (for example, Notifiable Event redress principles, Complaint redress principles)
• Support the successful delivery of any PAC remediation programmes and any remediation issues
• Work closely with key business areas and stakeholders to ensure effective remediation
• Input to the presentation of remediation related topics and remediation Management Information required at various committees across PAC
• Support the management and oversight of the Root Cause Analysis framework on Notifiable Events
• Support the wider PAC business with any remediation queries to ensure consistency of approach
• Build and maintain effective relationships with key stakeholders across applicable business units
• Work closely with M&G 1st and 2nd line to support the implementation of any Notifiable Event framework changes across PAC
• Input to team projects and team improvement initiatives

Key Knowledge, Skills & Experience:

• At least 5 years’ experience working within a regulated financial services operational environment
• Experience of Notifiable Event management within regulated financial services organisations
• Experience of supplier oversight within regulated financial services organisations
• Experience of operating within regulatory & risk management frameworks
• Pro-active approach to problem solving, understanding root causes, and driving continuous improvement
• Strong analytical mind and an eye for detail
• Strong work ethic, positive attitude, and team player
• Strong communication, presentation and influencing skills
• Ability to effectively prioritise and manage multiple tasks in a fast paced environment, ensuring deadlines are achieved to a high quality standard
• Working knowledge