At M&G our vision is: to become the best loved and most successful savings and investment business and we're looking for people who are excited about joining us on our journey. We're digitally transforming and investing heavily in technology and innovation to develop new and improved customer propositions that really raise the bar for our customers. To help us achieve our vision we're looking for exceptional people who live our values and behaviours and who can inspire others; embrace change; deliver results and keep it simple.
We know that an inclusive environment makes us more accessible and ensures we attract, engage, promote and retain exceptional people. We welcome applications from all individuals regardless of age, gender/gender identity, sexual orientation, ethnicity/nationality, disability, or military service and welcome those who have taken career breaks. We will consider flexible working arrangements or home working arrangements for any of our roles.
What you can expect from us: We are committed to creating an environment where you can be exceptional at all you do. To help us deliver this, we promise to:
Challenge Your Limits by creating a stimulating working environment and providing opportunities for you to be involved in meaningful and challenging work
Support Your Aspirations with a commitment to learning and development that helps you achieve and build your experience with people who want you to succeed
Value Your Input whereby leaders and managers will involve you in key decisions, listen to your thoughts and recognise the important contribution you make
Balance Your Life through a work life partnership that focuses on making this an inclusive, diverse and friendly place to work and offers the flexibility and support that enables everyone to be at their best
How do we support our employees: All M&G plc employees will be supported in the workplace through our M&G Employee Assistance Programme (EAP). If you need counselling, confidential financial or legal advice. The service is available 24 hours a day, 365 days a year and offers access to qualified professionals who can provide specialist information, advice and support on many issues. It offers a broad range of services, including help with family issues, maintaining work/life balance and mental health support.
The Role
To provide a support service to Financial Advisers and end clients, delivering an industry leading level of customer service and to constantly seek better ways to meet the demands of our customers, finding innovative solutions to cut our waste and add value.
Key Work Level Accountabilities
Colleague:
Accountable for delivering a quality service and product to customers and stakeholders
Focuses on quality of delivery to achieve clear outputs within guidelines and precedent
Runs the organisation's processes and systems following pre-defined procedures
Adapts to change, responds with initiative and make suggestions for improvements to own work and processes
Key Responsibilities for this role:
People, Team and Work
Take ownership for fulfilling a variety of work, which will include:
Taking inbound calls from our advisers to assist with general queries
Making customer payments including processing withdrawals, regular payments and cash movements
Maintaining customer accounts and records
Keying client changes in our back office systems
Supporting the onboarding of new clients
Become competent in the use of our online platform, to be able to assist clients and advisers to support their use of the tools and online facilities available to them
Develop strong propositional knowledge to confidently assist our customers
Working as part of the Operational teams putting the customers at the heart of everything we do
Demonstrate awareness of the team measures and support how these are used to understand the customer journey
Undertake project and ad hoc tasks where required
Customer
Own all requests/enquiries from end to end, minimising hand-offs and delivering a personal service
Constantly seek additional knowledge to help you provide support to advisers, clients and colleagues, anticipating their needs and finding solutions to any challenges that arise
Learn from feedback received how to improve our service proposition and assist colleagues to meet collective business goals
Identify ways in which we can continue to improve the way we do things
All transactions and enquiries required for the customer processed accurately and in a timely manner within agreed timescales
Risk
Ensure Business area risk responsibilities are understood
Understand the Risk types, key risks and control framework in your business area.
Undertake all mandatory training
Take personal accountability for understanding the key regulatory and legal requirements the platform must adhere to, ensuring all requests are completed in a timely and accurate manner
Demonstrate an awareness of the key risks to the business and assist the leadership team in proactively managing these
All work is completed using agreed team procedures and processes
Identify and take ownership of those risks in accordance with the risk handling procedure and escalate where necessary
Key Knowledge, Skills & Experience:
Tax wrappers (including ISAs, pension, offshore and onshore bonds) and how tax affects clients' portfolios and their personal tax affairs
High levels of energy, strong customer empathy and a desire to help all customers, no matter how challenging the request.
You will be proactive in your approach to your work and change within the workplace.
Excellent verbal and numeracy skills are essential, as is being able to communicate in a confident, professional and sincere manner.
Our clients entrust us to take safe custody of their life savings, this requires us all to demonstrate extremely high levels of personal integrity to maintain this trust.
We use a range of IT systems to support our clients. Although we'll help you learn how to use these systems, a working knowledge of Microsoft Office, including Word and Excel, is required.
Financial services experience, preferably in WRAP, or asset/wealth management sector
Have a thorough knowledge of the regulations and responsibilities for the tax products we offer, such as HMRC, FCA and the Pensions Regulator
Work Level: Colleague Recruiter Name: Simone Morris Closing Date: 25th Feb 2021
We live by four behaviours at M&G and we ask all our employees to:
Inspire Others - Support and encourage each other, creating an environment where everyone can contribute and succeed
Embrace Change - Be open to change, willing to be challenged and able to adapt quickly and imaginatively to new ideas
Deliver Results - Focus on outcomes, set high standards and deliver with energy and determination
Keep it Simple - Cut through complexity and bureaucracy, be clear and decisive and never overcomplicate things
The NAMC NATIONAL ACADEMY OF MANAGEMENT CONSULTANTS is a registered Nonprofit Association USA.
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