Job Description

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.
JOB DESCRIPTION
Job Title:
Analyst
Reports to:
Team Manager
Scope of Role
M&G Global Services Pvt Ltd - Mumbai
M&G Global Services Pvt Ltd - Mumbai
Operations - Customer Services
Key departments / areas of responsibility
Operations
Job Dimensions
Financial
Non Financial
Not Applicable
No direct reports
Overall Job Purpose

• A key member of Customer Service Operations team, responsible for providing an efficient, effective and compliant service to policyholders.
• Key accountabilities include handling of simple and complex cases, quality in service delivery, accuracy in providing and capturing information while adhering to compliance guidelines and support to team managers.

Key Accountabilities and Responsibilities
*Key responsibilities: Life Operations, Advice, Adhoc Projects

• To provide customer service to both internal and external customers
• Ensure own work is completed to a high level of accuracy within service level agreements, to achieve regulatory targets
• Maintain and implement personal development plan in partnership with immediate manager
• Identify, facilitate and implement process improvement ideas to improve efficiency.
• Keep own knowledge up to date in relation to servicing/processing/compliance activities
• Execute non-standard cases and manual work that cannot be processed on standard systems.
• Learn all the skills and knowledge that would cover a broad range of servicing activities across regulated products.
• Identify customer needs, providing assistance / information and capturing essential details on the system thereby enabling other departments to fulfil the customer requirements.
• To demonstrate a positive risk, compliance and control culture through the identification, assessment, monitoring and management of risks and issues within the business area, alongside ensuring timely and appropriate resolution of control weaknesses, actions and failures that arise.
• To achieve and maintain required level of competency as per the training and competency framework.
• Responsible for the day to day pre sales administration for Advice and servicing of Retirement Account customers
• Responsible for updating details on various systems
• Will also be responsible for sending template letters to customers and at times creating free-form letters to respond to customer queries.

• Handle calls to ceding companies or internal departments within UK if required for some work types

Key Interfaces
Internal
External

• Colleagues
• Process Leaders/Team Managers
• Business Managers
• Service Delivery Areas
• Call Handlers / Processors

• Customers/ Clients
• Financial Advisors

Competence / Knowledge / Skills required
Qualification
Graduate
Knowledge
Basic knowledge of computers
Skills
Good verbal and written communication skills
Ability to grasp processes and understand the implications of changes in processes
Ability to understand customer requirements and apply knowledge & training to different servicing scenarios
Eye for detail
Team player
We live by four behaviours at M&G and we ask all our employees to:
Inspire Others - Support and encourage each other, creating an environment where everyone can contribute and succeed
Embrace Change - Be open to change, willing to be challenged and able to adapt quickly and imaginatively to new ideas
Deliver Results - Focus on outcomes, set high standards and deliver with energy and determination
Keep it Simple - Cut through complexity and bureaucracy, be clear and decisive and never overcomplicate things
At M&G Global Services Diversity and Inclusion is a strategic objective. We know that an inclusive environment makes us more accessible and ensures we attract, engage, promote and retain exceptional people. We welcome applications from all individuals regardless of age, gender/gender identity, sexual orientation, ethnicity/nationally, disability, or military service and welcome those who have taken career breaks. We will consider flexible working arrangements for any of our roles.
Experience
Fresher's eligible
Preference would be given to individuals

• from an insurance background with approximately 1 year experience (Insurance Associate)
• with experience in handling written communication

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.

Skills Required