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 work place accommodations to ensure you have what you need to effectively deliver in your role.
The Role: Senior Operational Change Manager - Life Time Annuity
We are seeking a strategic and experienced Senior Operational Change Manager to lead operational readiness for the launch of a new Life Time Annuity product within our Life business. This pivotal role will shape how Operations supports product delivery, ensuring alignment with business strategy, sales ambitions, and the broader Target Operating Model (TOM).
You will be a confident communicator, capable of influencing senior stakeholders and translating complex change into clear, actionable operational plans that deliver seamless service outcomes. Your remit will span all operational domains—Voice, Complaints, Back Office performance, and supporting functions—leveraging subject matter experts across Customer Services to ensure consistently high standards.
This role is critical to supporting M&G Life’s growth ambitions and may involve onboarding new partners. Your leadership will ensure that our operating model not only meets but exceeds customer expectations for the new Life Time Annuity product.
Role Purpose
To lead and assure operational readiness for the launch and ongoing evolution of the Life Time Annuity product. You will shape the operational model, establish a model office, and ensure seamless integration with business strategy. Acting as a key conduit between Operations, Product, Sales, and Proposition Architecture, you will ensure alignment with the wider TOM.
Key Accountabilities
- Operational Readiness Leadership: Drive end-to-end readiness for the Life Time Annuity launch, ensuring all operational functions are prepared and resourced.
- SLT Engagement & Communication: Provide regular, transparent updates to the Operations and Life Time Annuity project Senior Leadership Team, with a focus on high-impact, critical-path activities.
- Operating Model Design: Support definition and documentation of the operational design blueprint for new products, aligning with existing capabilities and identifying areas for uplift or transformation.
- Impact Assessment & Change Planning: Lead operational impact assessments, identifying risks, dependencies, and mitigation strategies across the service landscape.
- Sales Strategy & Time-to-Market Alignment: Interpret Sales and TTM plans to assess operational implications, ensuring readiness to support commercial goals.
- TOM Integration: Collaborate with Proposition Architecture to translate the broader TOM into actionable operational plans, keeping the Ops SLT fully briefed and aligned.
- Stakeholder Collaboration: Build strong relationships with Product Owners and Senior Product Owners to embed operational considerations early in the product lifecycle.
- Management of two Business Readiness and Change Analysts to support product launch operational readiness.
Skills & Experience Required
- Operational knowledge and experience of Annuity products (preferred).
- Proven experience in operational change management within financial services, ideally in pensions or life insurance.
- Strong understanding of operational functions including customer servicing, complaints, voice, quality, bereavements, and systems support.
- Demonstrated ability to lead cross-functional readiness programmes and influence senior stakeholders.
- Experience designing and implementing operating models for new products or services.
- Excellent communication and stakeholder management skills, with the ability to translate complex change into clear operational impacts.
- Familiarity with regulatory and compliance considerations in pensions and investment products.
- Comfortable working in a matrixed environment with multiple delivery partners and stakeholders.
Job Level: Manager/Expert
Closing Date: 26 August 2025
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:
[email protected]
