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Head of Complaints & Quality at M&G in Stirling, steering customer experience and regulatory compliance.
Senior role driving complaint performance, root cause analysis and quality improvements across Customer & Adviser Services.
Role Purpose
This role leads the complaints and quality agenda across Customer & Adviser Services and M&G Life operations, ensuring strong ownership of complaint outcomes, regulatory performance and customer experience.
The role is accountable for end-to-end complaints performance, including delivery against FCA and Financial Ombudsman Service expectations, while using complaints, root cause analysis and quality insight to identify systemic issues, eliminate failure demand and improve customer outcomes.
Operating at scale, the role spans a large, complex environment including in-house and outsourced operations, third-party partners and multiple customer journeys.
In addition, the role owns the training and capability framework across Customer & Adviser Services, ensuring colleague capability is directly shaped by customer insight and quality outcomes.
This is a senior leadership role combining performance ownership, insight, continuous improvement and influence to drive measurable customer, regulatory and operational outcomes.
Key Accountabilities
1. Complaints Performance & Customer Insight Leadership
- Own end-to-end complaints performance, including volumes, outcomes, timeliness and regulatory compliance
- Ensure delivery against FCA and Financial Ombudsman Service expectations
- Lead analysis to understand why customers complain and where outcomes fail
- Provide clear, insight-led reporting into senior leadership forums
- Use complaints as a primary lever for strategic improvement, not just reporting
2. Root Cause Analysis (RCA)
- Own and lead RCA methodology across Customer & Adviser Services
- Identify systemic drivers of failure demand, rework and poor outcomes
- Translate insight into clear, prioritised actions with named ownership
- Ensure RCA drives measurable reduction in repeat issues
3. Driving Improvement Across the Business
- Work across Operations, Product, Digital and third parties to resolve root causes
- Influence senior stakeholders to own and deliver change
- Track delivery of actions and ensure paced execution and outcomes achieved
- Reduce repeat complaints, operational inefficiency and customer detriment
4. Continuous Improvement & Efficiency
- Identify and remove process inefficiencies, duplication and waste
- Deliver targeted improvements that reduce cost-to-serve
- Simplify complexity into scalable, sustainable solutions
- Drive measurable reductions in failure demand and rework
5. Quality Framework Ownership
- Own and evolve the quality framework across Customer & Adviser Services
- Implement a consistent, outcome-focused quality assurance approach
- Integrate quality insight with complaints, RCA and performance management
- Drive standards, calibration and continuous improvement
6. Training, Capability & Standards (CAS Ownership)
- Own the design, build and delivery of training across Customer & Adviser Services
- Establish a joined-up capability framework aligned to customer outcomes, quality standards and regulatory expectations
- Ensure training is directly driven by complaints insight, QA outcomes and RCA findings
- Define and embed clear standards for what good looks like
- Deliver measurable capability uplift, improving consistency, quality and efficiency
- Ensure training translates into sustained performance improvement, not activity
7. Third-Party Oversight
- Own complaints and quality frameworks across outsourced partners
- Ensure consistent standards and performance expectations
- Provide governance, oversight and performance challenge where required
- Drive alignment between internal and external delivery environments
8. Regulatory & Conduct Alignment
- Ensure full compliance with FCA complaints handling requirements
- Maintain strong alignment with conduct risk frameworks
- Provide forward-looking view of customer risk and emerging issues
- Work closely with Risk and Compliance on readiness and response
9. Leadership & Scale of Operation
- Lead a high-performing complaints, quality and capability function
- Operate across a large-scale, multi-site and outsourced operation
- Build a culture of accountability, ownership and continuous improvement
- Act as a trusted advisor to senior leadership on customer outcomes and performance
Candidate Profile
Essential Experience
- Financial services experience within a conduct-regulated environment
- Proven ownership of complaints performance and regulatory outcomes
- Experience across large-scale operations including third-party environments
- Background in complaints, quality, insight or continuous improvement
- Experience building training or capability frameworks at scale
Capabilities
- Strong analytical mindset with ability to translate insight into action
- Proven ability to drive outcomes through influence, not control
- Strong focus on delivery, pace and measurable impact
- Highly credible communicator with senior stakeholder influence
Differentiators
- Experience reducing failure demand and complaint volumes at scale
- Strong understanding of FCA and FOS expectations and regulatory risk
- Experience improving end-to-end capability across large operations
- Lean / continuous improvement toolkit
Impact & Success Measures
- Reduction in complaint volumes, uphold rates and repeat issues
- Delivery against FCA and FOS performance expectations
- Measurable reduction in failure demand and rework
- Improved customer outcomes and quality consistency
- Demonstrable capability uplift across Customer & Adviser Services
- Reduced cost-to-serve and operational inefficiency
Why This Role
Lead a high-profile transformation agenda across Customer & Adviser Services
Direct exposure to Executive Committee and Board
Opportunity to build a market-leading complaints and customer outcomes capability
Shape how M&G delivers customer experience at scale
What we offer
We’re dedicated to supporting your wellbeing and helping you thrive, both at work and beyond. Our benefits are designed to help you balance your professional and personal life , and financially plan for the future. Our UK benefits include :
A valuable pension scheme of up to 18% (13% made up of employer contributions and 5% employee contributions).
Access to our Share Save and Share Incentive Plan, alongside financial wellbeing and support services to help give you real confidence to put your money to work.
Enjoy 38 days annual leave (including bank holidays), with the opportunity to purchase up to five extra days. Our Time Off When You Need It policy gives you the flexibility - to balance work and personal commitments.
Our market-leading Inspiring Families policy includes comprehensive support and paid parental leave covering maternity, adoption, surrogacy, and paternity leave - because supporting families is an important part of our inclusive culture.
Health & Protection cover includes Private Healthcare, Critical Illness cover and Life Assurance for you, with additional family options - for peace of mind.
To explore more about life at M&G and our full benefits offering, visit Life at M&G
At M&G we strive to have a diverse workforce and an inclusive culture, underpinned by our policies and employee-led networks that offer networking, support and development opportunities for the diverse communities our colleagues represent. We welcome applications from people of all backgrounds – across gender, ethnicity, age, disability, sexual orientation and more – including neurodivergent individuals, career returners and those with military service experience.
M&G is proud to be Level 3: Disability Confident Leader under the UK Government Disability Confident employer scheme, and we welcome applications from candidates with disabilities and long-term health conditions. If you would like to participate in the initiative, you will have the opportunity to indicate this on your application.
We are committed to providing an inclusive recruitment process. All candidates have the opportunity to request reasonable adjustments when applying. If you need any additional support at any stage, please contact us at: careers@mandg.com