Transfer Agency Oversight Manager

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

The role sits within the Luxembourg Transfer Agency Operations Team within Asset Management Operations. You will be part of a team which monitors and oversees services, provided by Luxembourgish & Irish Transfer Agents, ensuring they operate in line with regulations (such as Circular 18/698), the defined operating models, agreed service levels and expected client service experience.

Key Responsibilities

• Negotiate and manage the service level agreements (SLA) with the Transfer Agency (TA) service providers contracted by M&G Luxembourg S.A. (MGL) and/or its managed funds to oversee their adherence to regulation, quality of service and improve the client experience.
• Monitor Transfer Agent activities and Key Performance Indicators (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 TAs, Client Service teams and other internal teams globally to manage issues & escalated queries to resolution, communicating statuses and impacts to all relevant stakeholders.
• Attend and engage at the monthly Supplier Review Meetings & periodic SLA review.
• Provide ongoing reporting of TA performance to relevant governance forums. Engage with project teams to ensure project requirements align with TA operating models.
• Oversee & co-ordinate, when required, initiatives impacting the TA operating model.
• Support Supplier Management during adhoc and scheduled activities including Due Diligence Processes & audits.
• Support & manage incidents and notifiable events when requested.
• To act as a positive role model to ensure delivery of wider strategic objectives for Asset Management Ops & M&G

Direct Reports

None

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 provided 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

• Asset management client service and/or operational experience, preferably working at or overseeing Transfer Agents
• Preferably knowledge and experience of paying agents, centralisation agents, clearing agents and order routing systems, such as Calastone, Clearstream and Euroclear, etc.   
• Demonstrates detailed knowledge relevant to the role. This can include product, market knowledge and may also include the creation of service level agreements & operational memorandums, process knowledge, and the ability to navigate the organisation and to chair meetings.
• Experience of structured, operational activity and change in support of client business.
• Reporting (MS-Excel, Power BI), and reconciliation skills
• English and preferably French language skills

Recruiter: Sarah Hawkins

Job Level: Experienced Colleague

Location: Luxembourg

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.