Business Operations Analyst

Our purpose is to give everyone real confidence to put their money to work. With a heritage dating back more than 175 years, we have a long history of innovation in savings and investments, combining asset management and insurance expertise to offer a wide range of solutions.

Our two distinct operating segments, Asset Management and Life, work together to provide access to balanced, long-term investment and savings solutions.

Through 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.

The Role:

Business Operations Analyst

M&G Life in its current form was created in October 2024 with the merger of what was formerly the closed book operation and the M&G Wealth Business (open book). M&G Life now covers over 5 million customers with more than £300 Bn invested across all of its products and wrappers, and has an ambitious growth plan for 2025 and beyond. M&G Life operations work with a number of partners including Equiniti, Diligenta, Waystone, Paragon, Willis Towers Watson, as well as M&G Global Services supporting our in-house operation.

M&G Life also has international presence with teams in Ireland and Poland.

The Business Operations Analyst plays a pivotal role in telling the story of the Life Customer & Adviser Service function, creating engaging content across various media to engage, motivate and land key messages that are then acted upon to drive our strategy. In this role you will take ownership of analysing and aggregating service performance data across all product areas, turning this into one engaging story, underpinned by a focus on customer outcomes and driving improvement.

You will also support on the engagement and communication across Life Customer and Adviser Services to sustain and embed our evolution.

The ideal candidate will have strong analytical skills with a creative flair and ability to deliver high quality content on time whilst managing competing priorities effectively. They will possess excellent communication and interpersonal skills, enabling them to build and maintain robust relationships with suppliers, stakeholders, and internal teams.

• Gather, analyse and aggregate service performance metrics for all relevant reporting, ensuring deadlines are met and outputs are delivered to a high standard
• Collaborate with stakeholders across the business (Operations, Change, journey, Digital) to gather reporting insight and commentary, aggregating this into one consistent story of performance for Customer and Adviser Services
• External benchmarking of service performance metrics across the industry, sharing best practice and recommending improvements
• Support with the gathering of relevant information for attestations, ensuring deadlines are met and key stakeholders are engaged throughout the process
• Collaborate with the Customer and Adviser Services Engage and Embed Manager to embed a customer centric culture, through communication and engagement plans
• Develop new and creative strategies to land key messages and check that their objectives have been met for various stakeholders across the business
• Tracking of Customer and Adviser Service risks, collaborating with key stakeholders to ensure risks are closed within agreed deadlines and commentary is relevant and timely
• Support with gathering information and updates for Customer and Adviser Services governance boards, tracking actions and proactively seeking feedback

• Must have strong organisational and time management skills, flexible and capable of prioritising tasks and proactively managing and progressing multiple work items concurrently. Able to react quickly and decisively, considering options and making decisions to determine the appropriate course of action. Forward thinking with the ability to proactively anticipate issues and mitigate as appropriate
• Strong analytical experience, working with large data sources
• Significant experience building working relationships internally and externally across numerous functions with a constant focus on customer outcomes
• Skilled in simplifying complex messages
• Experience of engaging with stakeholders at all levels from agent to CEO
• Must have excellent written and verbal communication skill
• Strong stakeholder management - able to build collaborative relationships with cross-functional teams, senior and functional leaders, guiding on best practice and to managing expectations
• High attention to detail and a proactive approach to problem-solving - consistent delivery with quality, accuracy and within tight deadlines
• Independent, proactive and comfortable working both individually and within a team
• Proficiency in Microsoft Office Suite (especially Outlook, Excel, PowerPoint)

• The ability to be flexible in…