Senior Contact Quality Standards Manager Job In Stirling

Job Description

Senior Contact & Quality Standards Manager

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 workplace accommodations to ensure you have what you need to effectively deliver in your role.

Senior Contact & Quality Standards Manager

Service Delivery is a newly formed Directorate under the Prudential Assurance Company (PAC) Chief Operating Officer (COO) within M&G Life. PAC has c.£160Bn of AUM and more than 4 million customers across the UK and internationally. We receive millions of contacts annually from our customers across a large number of channels (voice, WebChat, secure email, written correspondence, web portals).

The administration of many PAC products is outsourced to third parties like Diligenta/TCS, Equiniti, and Willis Towers Watson. In M&G Service Delivery, we collaborate with them to serve our customers, their advisors, and the trustees of the schemes that we administer. We also work with internal stakeholders like Commercial, Risk & Resilience, Change & Transformation, CTIO, and with the Propositions and Sales teams. We also partner with lines of business within M&G, especially the Wealth business, for whom we deliver some products and services. We are a growing business with a plan to launch new products, improve service across a complex legacy business, and use technology and other innovations to enhance customer outcomes and business efficiency.

In this role, you will lead the oversight of the contact centre operation for our largest partner, Diligenta, and support for other partners. This will include ensuring that they are delivering against their contractual commitments in terms of service levels, but it also extends to partnering closely to exploit opportunities to improve business efficiency and improve customer outcomes above and beyond the contractual metrics. You will report into the Head of Customer Contact Operations and you will work in conjunction with the Customer Journey Owners, Risk, Compliance, and Technology in order to prioritise and execute these improvements. You will also own the contact frameworks and deflection strategy, and supporting that, the Intelligent Voice Routing (IVR) strategy in alignment with the IT vendor management team.

Key responsibilities for this role, and decisions owned:

• Operational oversight of the Contact (voice, webchat, secure message and self-serve) performance against agreed service levels for the outsourced operation including intervention where required in order to establish a recovery.
• Ownership of the relationships with the suppliers required to deliver against the target operating model including the outsourcer and AVAYA.
• Ownership of the contact frameworks across all customer contact channels.
• Operational ownership of the IVR including ensuring commercial and contractual levers, funding for development, and appropriately agreed prioritisation in place.
• Design and implementation of a contact deflection strategy to optimize customer satisfaction and operational efficiency based on customer insight fostering a positive, open and honest culture that prioritises good customer outcomes, key commercial outcomes, and meets regulatory requirements.
• Exploitation of technical innovations including large language models to optimize efficiency of existing processes and to support the development of new processes or operating models.
• Development and tracking of working principles that align customer expectations and operational efficiency, working with the Customer Journey Owners.
• Taking ownership of the quality assurance framework in conjunction with the quality assurance team for the outsourced operation to ensure it aligns with regulatory requirements, agreed processes, and customer expectations.
• Responsibility for the oversight of the training plans within the outsourced operation, working with oversight teams to deliver exceptional customer outcomes.
• Work with the Risk function to identify and manage key risks and ensure controls are in place and exercised effectively.

Key knowledge, skills, capabilities & experience:

• Experience of working in large, multi-channel, customer operations.
• Significant experience building working relationships internally and externally across numerous functions with a constant focus on customer outcomes.
• Experience of designing and implementing ToM and contact strategies.
• Skilled in simplifying complex findings.
• A deep understanding of contact centre performance.
• Experience in managing relationships with suppliers and partners.
• Effective organisation and project management skills.
• Experience of engaging with stakeholders at all levels from agent to CEO.
• Experience of designing and implementing quality frameworks.

Work level: Manager / Expert

Location: Kildean, Stirling or Home Based

Recruiter: Amy Curtis

Closing Date: 20th September 2024

We have a diverse workforce and an inclusive culture at M&G plc, 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. We also welcome those who take part in military service and those returning from career breaks.