Transfer Agency Service Manager

At M&G our purpose is to help people manage and grow their savings and investments, responsibly. As a business, we are continuing to take steps towards a sustainable future, delivering better long-term solutions for our customers and clients and identifying new opportunities to make a positive impact for our environment and communities. To help us achieve our vision we’re looking for exceptional people who live our values of care and integrity and who can inspire others; embrace change; deliver results and keep it simple.

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:
The role sits within the Global Client Services Delivery team. This team is a core function of the business, linking key communications and processes with sales areas, fund management, risk, legal and compliance, reporting and operational departments.

Our role is to deliver an industry-leading client experience by gaining an in-depth understanding of our clients’ requirements and becoming their trusted long-term partner; earning trust by focusing on their needs and delivering excellent service. Excellence means providing a service, which is simple, consistent, quick, helpful and insightful for all our clients across the globe, meeting the unique requirements of each sales channel and region. We continue to review our approach to ensure we are structured in a way that enables excellent client engagement, service and satisfaction from M&G.

You will be part of a team which manages, monitors and oversees the services that paying agents, information agents, centralising agents, correspondent banks and most importantly transfer agents (TAs) provide to M&G and its clients, ensuring that all these service providers provide and implement the required functionality and operate in line with the defined client service experience.

The role reports to the Operations Director and Conducting Officer, TA Service Management.

Key Work Level Accountabilities:
Experienced Colleague:

- Accountable for providing a quality service or product to customers and stakeholders, using skills/experience built through significant practical experience or training
- For team leaders, accountable for ensuring the team the role supports is delivering a quality service or product
- Works within established frameworks and procedures, with the freedom to interpret them to solve a range of problems
- Delivers outputs that are clearly defined, using discretion over how to achieve them
- Makes suggestions for improvements to the work of the team, based on previous experience and knowledge of similar situations

Key Responsibilities for this role:

- Support the Operations Director, TA Service Management in all activities required to oversee an allocated TA or TAs
- Negotiate and manage the service level agreements (SLA) and Operating Memorandums with all our Transfer Agency service providers to oversee their quality of service and improve the client experience
- Monitor TA activities and KPIs to ensure a consistent, timely and high quality service to clients in line with M&G’s client service experience as defined and agreed with each TA
- Monitor and report on the activities conducted by paying agents, information agents, centralising agents and correspondent banks
- Project manage and implement new functionalities and enhancements to operating models at the TAs and other service providers
- Escalation for client queries and liaison with TAs, working with Client Services and other internal teams globally to manage issues to resolution, communicating statuses and impacts to all relevant stakeholders
- Work with Client Service and other internal teams globally to manage issues to resolution, communicating statuses and impacts to all relevant stakeholders
- Work with the Client Services Operations team to communicate client-impacting TA changes/issues to clients
- Monitor client contact by the TA - proposing improvements
- Attend and engage at the monthly Supplier Review Meetings and User Groups
- Maintain relevant training materials provided to TAs
- Manage and review compensation and ex-gratia payments made to clients / trending, caused by error at the TAs.
- Input into the change management process and project representation, when input into client communications are required
- Oversight of complaint volumes and referrals at/from the TAs
- Report to relevant governance forums
- Retain income process - distributing payments to clients post fund closure
- Budget review and approval in conjunction with procurement team
- Periodic SLA and Operating memorandum reviews
- Support client led due diligences
- Breach, error reporting at TAs
- Review information provided by central team e.g. due diligence reports for their suppliers
- Support assurance activities

Key Knowledge, Skills & Experience:
Stakeholder Management - internal and externa