Vice President Engineering - Salesforce

We are M&G Global Services Private Limited (formerly known as 10FA India Private Limited, and prior to that Prudential Global Services Private Limited). We are a fully owned subsidiary of the M&G group of companies, operating as a Global Capability Centre providing a range of value adding services to the Group since 2003.

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.

M&G Global Services has rapidly transformed itself into a powerhouse of capability that is playing an important role in M&G’s ambition to be the best loved and most successful savings and investments company in the world.

Our diversified service offerings extending from Digital Services (Digital Engineering, AI, Advanced Analytics, RPA, and BI & Insights), Business Transformation, Management Consulting & Strategy, Finance, Actuarial, Quants, Research, Information Technology, Customer Service, Risk & Compliance and Audit provide our people with exciting career growth opportunities. 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.

Accountabilities/Responsibilities

Key Responsibilities:

• Set and evolve the strategic vision for Salesforce across M&G, aligning with enterprise architecture and business priorities.
• Lead platform transformation initiatives including org consolidation, AI enablement, and data-driven customer engagement.
• Manage relationships with global service integrators, ensuring high performance and continuous improvement.
• Oversee platform governance, risk, compliance, and audit readiness.
• Champion innovation and adoption of next-gen Salesforce capabilities (e.g., AI, automation, industry clouds).
• Develop talent across internal and external teams, fostering a high-performance, collaborative culture.
• Represent the platform in CIO-level reviews and strategic planning forums.

Salesforce Integrated Run-Change (IRC)

As part of the VP - Salesforce role, the incumbent will also lead the Salesforce IRC Tower, which encompasses integrated responsibilities across Run and Change functions. This includes but not limited to:

• Tower Ownership: Act as the single point of accountability for the Salesforce IRC tower, ensuring seamless coordination between platform operations (Run) and transformation initiatives (Change).
• Run Excellence: Oversee day-to-day platform operations including incident management, service performance, monitoring, and vendor SLA adherence. Ensure platform stability, scalability, and compliance with enterprise standards.
• Change Leadership: Drive strategic change initiatives across the Salesforce ecosystem, including org consolidation, feature rollouts, and adoption of new Salesforce capabilities. Ensure alignment with business priorities and enterprise architecture.
• Integrated Governance: Represent the Salesforce IRC tower in governance forums, including Business Service Reviews, CIO-level discussions, and risk/audit committees. Ensure all Run and Change activities are compliant with regulatory and internal controls.
• Vendor & Partner Management: Lead engagement with Global System Integrators (GSIs) and other strategic partners to deliver integrated services across Run and Change. Set performance benchmarks and drive continuous improvement.
• Resource & Capacity Planning: Own the resource strategy for the tower, including workforce planning, skill development, and capacity forecasting across internal teams and vendor partners.
• Innovation & Automation: Champion automation and AI-driven enhancements within the IRC tower to improve operational efficiency, reduce manual effort, and enhance customer experience.
• Cross-Tower Collaboration: Collaborate with other technology towers and business units to ensure end-to-end service delivery and platform integration across the enterprise.

Knowledge, Skills, Experience & Educational Qualification

Required Skills & Experience

• 10+ years of experience in enterprise CRM leadership, with deep Salesforce expertise with overall 15 years of IT experience.
• Proven track record of leading large-scale CRM transformations.
• Deep knowledge of Salesforce products including Sales Cloud, Service Cloud, Experience Cloud.
• Understanding of multi-org environments, org consolidation strategies, and platform scalability.
• Familiarity with Salesforce Data Cloud, Einstein GPT, and other emerging technologies.
• Experience with Salesforce governance models, platform limits, and performance optimization.
• Ability to lead technical architecture decisions, ensuring scalable, secure, and maintainable solutions.
• Experience in integration architecture using APIs, middleware (e.g., apigee), and event-driven frameworks.
• Oversight of DevOps practices, CI/CD pipelines, and release management across multiple environments.
  Ownership of Salesforce IRC Tower, integrating Run and Change functions.
• Oversight of incident management, service performance, and vendor SLAs.
• Leadership of change initiatives, including feature rollouts, org strategy, and platform modernization.
• Governance of audit, risk, compliance, and disaster recovery processes.
• Proven ability to lead large cross-functional teams, including architects, developers, admins, and business analysts.
• Experience in talent development, succession planning, and building high-performance cultures.
• Strong strategic thinking, stakeholder management, and vendor governance capabilities.
• Experience in financial services or regulated industries preferred.

Good to Have

• Certified Salesforce Architect (Application/System); CTA highly desirable.
• Experience with multi-cloud Salesforce environments and integrations.
• Familiarity with enterprise data platforms, AI/ML, and customer analytics.
• Thought leadership in CRM strategy, platform innovation, and digital transformation.

Educational Qualification:

• Graduate in any discipline, preferably in Computers or IT
• Master’s in IT or any other equivalent certifications

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