Head of Workplace Frontline Services

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

Purpose of the Role

The Head of Frontline Services shapes and leads a seamless, human‑centred workplace experience across the organisation. The role brings together people, place, technology and service excellence to create welcoming, intuitive and high‑performing environments for colleagues and visitors. It sets the vision and standards for workplace experience, ensuring consistent, hospitality‑led soft service delivery, elevating key moments that matter, and driving continuous improvement through data, insight and innovation. Partnering closely with HR, Technology, Communications, FM and wider business stakeholders, the role ensures the workplace strengthens culture, supports hybrid working, enhances wellbeing and enables colleagues to do their best work.

Key Responsibilities

Experience Delivery & Performance

Lead the operational delivery of workplace Moments That Matter, ensuring experience standards are maintained, KPIs are achieved, and performance is actively managed. Monitor day‑to‑day experience outcomes, resolve issues, and deliver continuous improvements to strengthen consistency and quality across M&G office locations.

Service Delivery & Hospitality Excellence

Lead the day‑to‑day delivery of a range of colleague and visitor facing soft services — including reception, front of house, helpdesk services, hosting, events, workplace ambassadors, travel and visitor management. Maintain operational excellence, ensuring SLAs/KPIs are met and a hospitality‑first ethos delivers seamless, frictionless experiences.

Journey Design, Experience Enhancement & Continuous Improvement

Own the end‑to‑end colleague and visitor journey, elevating key touchpoints such as onboarding, collaboration, executive hosting and internal events. Use feedback, utilisation data, audits, floorwalks and engagement insights to resolve friction, benchmark against best practice, and drive ongoing service innovation and improvement.

Supplier Relationship Management & Governance

Lead procurement, contracting and performance management of soft‑service and experience‑impacting suppliers. Set and maintain service standards, KPIs and continuous improvement expectations, ensuring integrated, consistent delivery across FOH, catering, security, FM and related partners.

Leadership, Team Development & Cross‑Functional Collaboration

Develop and lead a high‑performing workplace experience team with a strong hospitality mindset. Act as senior escalation point for workplace experience matters and partner closely with HR, Technology, Communications, ESG, Projects and business units to embed experience principles into design, policy, technology, hybrid working and change activity.

Experience, Skills & Attributes

• Strong change management and performance improvement experience, ideally with Lean Six Sigma Blackbelt qualified.
• Strong leadership across customer services, ideally soft facilities management services, front‑of‑house, hospitality and workplace operations, with a track record of delivering high‑quality, seamless colleague and visitor experiences.
• Skilled in using data, audits, utilisation insights and feedback to drive continuous improvement.
• Proven capability in supplier management, procurement, contract governance, SLA/KPI setting and performance oversight.
• Confident working with workplace technology (booking systems, workplace apps, collaboration tools) and supporting adoption to enhance experience.
• Effective people leader with experience building high‑performing, service‑driven teams.
• Strong collaborator with HR, Technology, Communications, FM and other partners to integrate space, services, culture and digital experience.
• Some experienced in shaping and embedding experience standards, service principles and moments‑that‑matter frameworks within complex environments would be advantageous
• People‑centred and hospitality‑minded, with a passion for creating seamless experiences.
• Calm, organised and solutions‑focused, able to manage complexity with clarity.
• Insight‑led and improvement‑driven, using data to enhance services.
• Collaborative and credible, building strong relationships and influence.
• High standards and attention to detail, with a commitment to consistent, quality delivery.

Success Measures

• Improved colleague and visitor satisfaction, reflected in stronger experience and service quality scores.
• Consistent high performance across soft services, with SLAs, KPIs and audits met or exceeded.
• Enhanced workplace journeys, with reduced friction and uplift across key moments that matter.
• Strong supplier delivery, with partners meeting KPIs and demonstrating continuous improvement.
• High-performing, engaged team, demonstrating a strong service culture and capability growth.
• Effective cross-functional outcomes, with seamless collaboration across HR, IT, Comms, FM and Projects and key business stakeholders
• Champion positive adoption of workplace technologies, enabling more intuitive and efficient user experiences.
• Operational efficiency gains, including better utilisation, fewer escalations and smoother daily operations.

Recruiter: Matt Campbell

Close Date: 2nd April 2026

Work Level: Integration Leader

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 wellbeing 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: careers@mandg.com