Senior Manager Performance Insight

Conteúdo do emprego

At M&G our vision is: to become the best loved and most successful savings and investment businessand we’re looking for people who are excited about joining us on our journey. We’re digitally transforming and investing heavily in technology and innovation to develop new and improved customer propositions that really raise the bar for our customers. To help us achieve our vision we’re looking for exceptional people who live our values and behaviours and who can inspire others; embrace change; deliver results and keep it simple.

We know that an inclusive environment makes us more accessible and ensures we attract, engage, promote and retain exceptional people. We welcome applications from all individuals regardless of age, gender/gender identity, sexual orientation, ethnicity/nationality, disability, or military service and welcome those who have taken career breaks. We will consider flexible working arrangements or home 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.

What You Can Expect From Us

We are committed to creating an environment where you can be exceptional at all you do. To help us deliver this, we promise to:

• Challenge Your Limits by creating a stimulating working environment and providing opportunities for you to be involved in meaningful and challenging work
• Support Your Aspirations with a commitment to learning and development that helps you achieve and build your experience with people who want you to succeed
• Value Your Input whereby leaders and managers will involve you in key decisions, listen to your thoughts and recognise the important contribution you make
• Balance Your Life through a work life partnership that focuses on making this an inclusive, diverse and friendly place to work and offers the flexibility and support that enables everyone to be at their best
  

How Do We Support Our Employees

All M&G plc employees will be supported in the workplace through our M&G Employee Assistance Programme (EAP). If you need counselling, confidential financial or legal advice. The service is available 24 hours a day, 365 days a year and offers access to qualified professionals who can provide specialist information, advice and support on many issues. It offers a broad range of services, including help with family issues, maintaining work/life balance and mental health support.

The Role: Senior Manager Performance Insight

The team is responsible for the operational performance oversight of the entire outsourced Heritage operation: Front Office (Voice), Back Office and Complaints (circa 2000 FTE managing ~25000 inbound calls and ~80000 inbound emails, messages or letters in the Back Office each week). We track performance vs plans and vs required customer outcomes, identify customer issues and then drive intervention and resolution where we are in danger of missing our customer commitments. We work across the entire business; Risk, Commercial, MI/Data and Planning, Customer Experience & Journey Improvement to deliver day-on-day performance. For the next 12 – 24 months the need for stable performance is heightened by the continued migration of our legacy books of business on to a new strategic platform, a huge transformation operation in which the team will play a vital part.

As Performance Insight Senior Manager you will be responsible specifically for the detailed management and oversight of Complaints performance and the associated regulatory requirements. Working with the supplier, Risk, Commercial and Ops & Planning they will drive the operational performance tempo and manage the outcomes in accordance with the business-defined appetite.

Additionally, you will be responsible for developing, gaining senior agreement on, and then implementing and driving the Performance Insight strategy. This strategy will, amongst other things, define the key operational parameters associated with stable SLA performance, linking the Front and Back Office and Complaints areas, and lay out the roadmap towards uplifting improved CSAT and NPS measures. It will develop a methodology for looking in more detail at the true business performance and how this manifests in our metrics, and then develop the thinking and consensus around areas for priority action and focus from the business. In order to do this they will need to be able to work up to and including MD level and across the business (outside of purely the Customer Services Directorate).

The successful candidate will be comfortable working in a complex operational environment where the data can be ambiguous, unstructured and incomplete. They will be able to make inferences or use statistical techniques to draw insights that will enable them to prioritise, progress initiatives and drive performance to the required levels.

Key Responsibilities

• Performance oversight of the Complaints function, across quantitative and qualitative metrics
• Ownership of the inputs into the formal governance structure aligning to Complaints as a regulatory requirement and assurance of our performance against required service levels
• Development of a Performance Insight strategy including the analysis across Front, Back Office and Complaints, aligning to the Customer Experience/Journey Improvement, Risk, Commercial/Propositions and MI/Data & Planning functions across Heritage. This strategy needs to develop an understanding of the links and trade offs between cost, work volumes/throughput and customer outcomes.
• Gaining senior sign off of the strategy and then driving implementation and continuous development and improvement to incorporate structural changes and new products and services
  

Key Knowledge

• Strong knowledge of, and track record of experience in, resource modelling, planning and forecasting
• Highly proficient in the use of spreadsheets and basic statistical techniques
• Strong knowledge of performance and customer KPIs and the inherent links between them
  

Key Experience

• Must have experience of driving operational performance in large multi-product operations, balancing quantitative (KPIs) and qualitative (CSAT, NPS) metrics to optimise customer outcomes and deliver contractual SLAs
• Must have experience of operational, resource or financial planning delivering insights and analysis in large complex operations in highly regulated environments and with an understanding of cost/performance trade offs
• Must be capable of distilling complex information into executive briefing formats and briefing clearly up to and including Board level
• Must have experience of working with large operational workflow systems and IT stacks and able to extract insight from the CRM, workflow orchestration or raw data layer
• Must have experience of working in operations undergoing significant transformational activity whilst continuing to deliver agreed/SLA-level customer outcomes
• Desirable to have had exposure to Agile delivery concepts
  

Work Level: Manager/ Expert

Recruiter Name: Chloe Murphy

Closing Date: 7th June 2022

We live by four behaviours at M&G and we ask all our employees to:

• Inspire Others - Support and encourage each other, creating an environment where everyone can contribute and succeed
• Embrace Change - Be open to change, willing to be challenged and able to adapt quickly and imaginatively to new ideas
• Deliver Results - Focus on outcomes, set high standards and deliver with energy and determination
• Keep it Simple - Cut through complexity and bureaucracy, be clear and decisive and never overcomplicate things