Transfer Agent Oversight Manager - 12 M FTC

M&G; London; On-site; GBP 40,000 - 80,000; Full time

Job description

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.

The Role:

The role sits within the Operations Function of Asset Management. The TASM team manages, monitors and oversees the services that transfer agents (TAs) provide to M&G and its clients, ensuring that TAs operate in line with the defined client service experience.

Key Responsibilities:

• Support the Operations Director in all activities required to oversee TA’s, operational processes and other outsourced services
• Negotiate and manage the service level agreements (SLA) 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
• Escalation point for client queries and liaison with TA’s
• Work with TA’s, Client Service teams and other internal teams globally to manage issues & escalated queries to resolution, communicating statuses and impacts to all relevant stakeholders
• Monitor client contact by the TA – proposing improvements
• Attend and engage at the monthly Supplier Review Meetings & periodic SLA review
• Maintain relevant training materials provided to TA’s
• Review of compensation and ex-gratia payments made to clients / trending etc.
• Oversight of complaint volumes and referrals
• Report to relevant governance forums
• Retain income process – distributing payments to clients post fund closure
• Budget review and approval
• Support client led due diligences
• Breach, error reporting e.g. price errors & rebate payments
• Review information provided by central team e.g. due diligence reports for their suppliers
• To represent the team as SME in projects & initiatives when required for TA impact, Rebates & Client communication
• To assist with the delivery of projects in conjunction with the TA’s and other internal teams.
• To manage on-going training for self and other team members in area of expertise.
• Assist with the development of others in their subject of expertise.

Requirements and Experience:

This role is ideally suited to someone who can demonstrate:

Stakeholder Management – internal and external

• Ability to manage expectations and provide updates to stakeholders, both internal and external
• Ability to communicate clearly in both written and verbal form, and build good working relationships with teams, colleagues and suppliers.

Client and customers at the heart of what we do

• Ensuring that client service is putting the customer at the heart of everything that we do, demonstrating an in-depth understanding of client requirements and needs.

Accountability, ownership and responsibility for doing the right thing

• Taking responsibility and ownership for tasks, activities and outcomes to align with the service catalogue and standards. Collaborating with other teams (internal and external) to deliver the right outcome for clients and M&G.

Driving positive change

• Identifying and championing change, embracing change and driving innovation forward. This includes working with challenging colleagues and teams to be open to new ideas, ensuring that the right things are done in the right place, by the right people.

Technical Knowledge

• Demonstrates detailed knowledge relevant to the role, this can include product, market knowledge or foreign language capabilities where required. May also include process knowledge, and the ability to navigate the organisation.
• Asset management client service or operational experience, preferably working at or with TAs
• Experience of structured, operational activity and change in support of client business

Location: London

Type: Fixed Term Contract

Closing Date: 28/02/25

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.

M&G is also proud to be a Disability Confident Leader, and we welcome applications from candidates with long-term health conditions, disabilities, or neuro-divergent conditions. Being a Disability Confident Leader means that candidates who meet the minimum criteria of a job, will be offered an interview if they 'opt in' to the scheme when applying.

If you need assistance or an alternative means of applying for a role due to a disability or additional need, please let us know by contacting us at: [e-mail]