Senior Manager Change Governance & Oversight

M&G Plc; Stirling; Hybrid; GBP 55,000 - 75,000; Full time

Job summary

A leading financial services firm is seeking an Operational Change Lead to oversee the change management process. This role involves acting as the interface between customer operations and the wider business, ensuring changes are implemented effectively. The ideal candidate will have proven experience in operational change governance and impact analysis, excellent stakeholder engagement skills, and the ability to manage risks effectively. This position offers a hybrid work model in Stirling with competitive benefits including a leading pension scheme, generous annual leave, and family support policies.

Benefits

Pension scheme with employer contributions

38 days annual leave including bank holidays

Comprehensive parental leave policy

Private healthcare and critical illness cover

Qualifications

• Proven experience in operational change governance and PMO leadership within financial services.
• Strong understanding of complaints handling and customer service operations.
• Excellent communication skills with ability to influence senior levels.

Responsibilities

• Lead the operational change front door and planning function.
• Ensure customer insight informs prioritisation and that change is landed safely.
• Conduct impact analysis to assess operational implications and risks.

Skills

Operational change governance

Impact analysis

Stakeholder engagement

Process improvement

Agile methodologies

Job description

Our purpose is to give everyone real 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 workplace accommodations to ensure you have what you need to effectively deliver in your role.

The Role

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 an international presence with teams in Ireland and Poland, using a mix of insourcing and outsourcing service operations to sell to domestic and international markets.

In this role, you will lead the operational change front door and planning function, acting as gatekeeper and interface between customer and adviser operations and the wider business including transformation, technology, risk and compliance. You will ensure customer insight informs prioritisation and that change is landed safely and effectively into the organisation. You will enable strategic and operational change whilst protecting our customers and our business, ensuring that change requests are triaged, assessed, and aligned to operational capacity and strategic priorities. This includes oversight of impact analysis, business readiness for both self‑driven and enterprise‑wide change, and oversight of delivery from initiation through to implementation.

You will be the representative for Customer & Adviser Services Directorate across all change and governance forums, ensuring that all changes with the potential to impact our customers and operation are understood and go through appropriate governance. You will create governance within the Customer & Adviser Services Directorate to identify, impact assess and track all change and ensure that change is delivered elegantly and in line with our strategic objectives. You will manage governance frameworks across operational forums—including complaints governance—ensuring clarity of purpose, structure, and accessibility of outputs.

You will play a key role in surfacing operational risks and opportunities, supporting commissioned discovery, and enabling informed decision‑making across the change lifecycle.

Operational Change PMO & Front Door

• Act as the operational front door for change, managing intake, triage, and prioritisation of requests.
• Conduct impact analysis to assess operational implications, risks, and resource requirements.
• Ensure alignment of change requests with operational capacity and strategic goals.
• Facilitate sign‑off processes for change and insight initiatives, ensuring appropriate governance and documentation.
• Commission impact analysis and discovery activity for commissioned change, ensuring operational impacts are understood and solution options are viable.
• Collaborate with insight and transformation teams to ensure solutions meet business needs and customer expectations.
• Manage post‑implementation reviews and embed lessons learned into future planning.
• Collaborate with Customer Journey Owners and operational leaders to identify and track customer pain points and process improvements.

Process Mapping & Discovery

• Commission and oversee process mapping activities to support RCA, complaints analysis, and operational change.
• Ensure mapping outputs are documented, accessible, and used to inform prioritisation and solution design.

Resource Planning and Alignment

• Lead readiness planning and execution for operational change, including self‑driven and wider transformation programmes.
• Collaborate with operational teams to define resource and skilling requirements and ensure readiness for implementation.
• Understand and ratify change benefits and prioritise resource against strategic objectives.

Governance & Forums

• Own governance structures for operational forums, including complaints governance.
• Define and maintain Terms of Reference (ToR), participant roles, and decision‑making protocols.
• Ensure forum outputs, actions, and content are stored accessibly and used to drive continuous improvement.
• Make governance content easier to access and use, ensuring clarity of purpose and inputs.

Risk & Opportunity Management

• Identify and assess operational risks and opportunities, including post‑opening risks and back‑office problem statements.
• Partner with Risk and Compliance to identify and manage key risks and ensure controls are in place and exercised effectively.
• Ensure risks are escalated appropriately and tracked through resolution.
• Use insights from complaints and RCA to inform change prioritisation and readiness planning.

Oversight of Delivery

• Provide oversight of change delivery from an operational perspective, ensuring readiness, adoption, and post‑implementation review.
• Track delivery against agreed timelines and escalated risks to delivery as needed.

Key Knowledge, Skills & Experience

• Proven experience in operational change governance, readiness, and PMO leadership within financial services.
• Strong understanding of complaints handling, RCA, and customer service operations.
• Skilled in impact analysis, solution design, and capacity/resource planning.
• Experience managing governance forums and driving accountability through structured decision‑making.
• Excellent communication and stakeholder engagement skills, with the ability to influence at senior levels.
• Strong organisational skills and attention to detail.
• Familiarity with Agile and waterfall delivery methodologies.
• Experience in designing and implementing process improvement strategies.
• Ability to work across in‑house and outsourced delivery models.

Work Level

Manager/Expert

Recruiter

Phoebe Ewers

Closing Date

12th January 2026

Location

The preferred location for this role is our Stirling office on a hybrid basis. We can also consider home working.

What we offer

At M&G, we’re committed to helping you thrive and supporting your wellbeing, both at work and beyond. Our benefits are designed to help you balance your professional and personal life, while planning confidently for your future. Our UK benefits include:

• As a savings and investments firm we are proud to offer a valuable pension scheme of 18 %, with 13 % made up of Employer Contributions and 5 % Employee Contributions. We also offer Share Save and our Share Incentive Plan, together with access to financial well‑being and support services – to help give you real confidence to put your money to work.
• Enjoy 38 days annual leave including bank holidays, with the opportunity to purchase up to 5 extra days and additional flexibility through our Time Off When You Need It policy – to balance your work and personal commitments.
• Our market‑leading Inspiring Families policy includes comprehensive support and paid parental leave covering maternity, adoption, surrogacy, and paternity leave – as supporting families is a core aspect of our inclusive culture.
• Health & Protection cover including Private Healthcare, Critical Illness cover and Life Assurance for you, with family options – for peace of mind.

To explore more about life at M&G and our full benefits offering, visit Life at M&G

We have a diverse workforce and an inclusive culture at M&G, 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.

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]