• Competitive
  • Stirling, Scotland, United Kingdom
  • Permanent, Full time
  • Prudential plc
  • 2019-03-18

Oversight Relationship Manager

  • Full time
  • Stirling, Scotland, United Kingdom
  • 18 Mar 19

Oversight Relationship Manager

Working with M&GPrudential as an Oversight Relationship Manager means becoming part of a brand with a global reputation and an exciting vision: to become the best loved and most successful savings & investments business.

The forthcoming planned de-merger of M&GPrudential from the Prudential Group PLC provides a terrific opportunity to create a truly international and integrated savings and investments firm. A firm built on a rich and long history and with a commitment to an innovative future centred on the needs of customers and clients. There is a genuine opportunity to drive competitive advantage with value creation through the formation of this new organisation.

If you're inspired to join us, and have the necessary qualities, then this could be the opportunity you've been looking for.

The Role:

An exciting opportunity has arisen for an Oversight Relationship Manager to join our Customer Services Team in Stirling or Reading.

In this role, you will be responsible for ensuring the operational customer commitments made by our key suppliers are delivered to the required standards, in a controlled manner. Through a team of Oversight Consultants, you will provide the required oversight of these services across the Customer Savings and Investment function and you will be the first point of contact for any discussions that need resolved through operational relationships.

You will work in partnership with internal and external stakeholders to obtain and analyse the relevant information and insight to validate these commitments are being met and you will be seen as a source of knowledge, support and information regarding the outsourced services they oversee.

Key Responsibilities:
  • To manage within the oversight framework for operational customer commitments from outsourced partners through influencing and negotiation, sound decision making and working with others to deliver within a collaborative environment.
  • Use multiple sources of insight, data, experience and journey performance analytics to monitor the delivery of operational customer commitments against required standards within the appropriate risk profile. Where these fall short, instigating discussions to create the relevant remediation plans.
  • Collaborate with key contacts within Prudential outsourced partners to ensure they understand and fulfil their roles and responsibilities for oversight and delivery of service.
  • Act as point of contact for all matters relating to third party oversight of Customer Service Delivery
  • Demonstrate behaviours to inspire and challenge others to develop our strategic partnerships through collaboration
  • Support the Head of to have the appropriate oversight of the business readiness of partners to ensure the successful implementation of change with minimal customer/risk impact
  • Responsible for delivery of the governance framework for oversight of third party suppliers
  • To work collaboratively with colleagues and take personal accountability to maintain and enhance controls you are responsible for to support improvement of the overall control environment, customers outcomes and a reduction in Prudential UK's operational risk.


You will have:
  • Knowledge of Financial Services commercial obligations and that of their third party providers in respect of customer service and issue resolution
  • Strong knowledge of customer delivery, risks and commercial drivers of an operation
  • Demonstrable knowledge of working in collaboration with Outsourced Partners
  • Strong understanding of a Life and Pensions operating model and outsourced services in particular, where internal processes, systems and working practices present risks relating to customer delivery
  • Strong network (internal and external) covering oversight, customer delivery, regulatory and legal requirements
  • Detailed knowledge of financial services regulatory and legislative frameworks
  • Working knowledge of Life and Pensions products and services
  • Strong experience of managing and influencing a range of senior stakeholders and business leaders with competing interests / knowledge to achieve the right outcome
  • Strong experience in leading a diverse group of people to achieve a common goal
  • Strong understanding of customer service delivery within an operation
  • Experience of Operational management within a complex environment
  • Comfortable working with ambiguity
  • Experience in conflict resolution

People who work at M&GPrudential agree that ours is a great place to work with a brilliant team spirit. It's also an innovative, high-performing, commercial environment that's totally focused on customers. As an M&G Prudential colleague you'll get all the support you'd expect, including full training and professional development. You'll receive a competitive salary and reward package. And in a fast-changing world, you'll join an organisation that's leading the way in helping customers achieve their long-term financial goals.

M&GPrudential is committed to a diverse and inclusive workplace. Our role as an employer is very simple - to provide the right environment for talented people to do their best work, by respecting, understanding and valuing individual differences.

We welcome applications from individuals who have taken an extended career break, and we are willing to consider flexible working arrangements for all of our roles.

Recruiter: Sarah Mathers
Location: Stirling or Reading
Closing Date: 11 April 2019