Lead SME

1 month ago

Mumbai, India M&G plc Full time
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 plc group of companies, operating as a Global Capability Centre providing a range of value adding services to the Group since 2003. The company has rapidly transformed itself into a powerhouse of capability that is playing an important role in M&G plc'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.

The role of Actuarial Systems Lead SME is responsible for maintaining service to multiple applications across the Actuarial area. You will work closely with CFT Portfolio Leads, Head and manager of CFT Platform and to deliver seamless transitions into service under full governance and will help in the integration of CFT systems across the business. M&G are looking for a candidate with the desire to become a core member of the team to work alongside the CFT service teams as well as business end users. The candidate will act as a deputy to the Head of Actuarial Systems Platform, assisting with supplier support teams to investigate & resolve complex incidents and problems, representing CFT at various Technical, Recovery to ensure the stable state of services is maintained or improved and CFT strategies are implemented.

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/nationality, disability, or military service and welcome those who have taken career breaks.

Primary Key Responsibilities (Top 3-5 KRA)

  • Work with other teams across Technology - identifying, refining, and delivering more automated processes that improve efficiency and add capability and value to the business.
  • Drive the best use of our strategic technology with our stakeholders in conjunction with the CFT Portfolio Leads and Head of CFT Platforms.
  • Help to provide technical knowledge and leadership in the specific applications support activities covered by the team.
  • To build and maintain strong working relationships with suppliers and stakeholders.
  • Work with users, sponsors and all other stakeholders to determine evolving needs.
  • Ensure necessary technical training, awareness and experience levels are maintained within the team relevant to the applications being supported and processes being used.
  • Communicate with users and customers regarding application performance and evolving requirements of the business.
  • Troubleshooting tickets and act/resolve within the SLA using different Incident management tools.
  • Perform the day-to-day support and monitoring of all aspects of suite of applications, ensure all the issues been escalated timely manner.
  • Works with System Engineers, third party infrastructure vendors, developers.
  • Initiate & actively participate in crisis management bridges to handle Critical and High priority issues.
  • Participating in technical documentation and review the standards of the issues, mitigation plan for the fix.
  • Report to Head of Actuarial Platform and/or CFT leadership team on all issues relevant to the applications being supported.


Additional Responsibilities :

  • Provides guidance and support to the Support teams. Acts as a role model for colleagues and Supplier Support team members, maintaining consistency and focus.
  • Supports the change process throughout the various stages of development & implementation including Acceptance into Service.
  • Shows resolve and flexibility to achieve successful results despite setbacks or obstacles, maintaining composure in difficult situations
  • Considers the impact of key business and strategic issues on own function
  • Ad-Hoc Tasks as required by CFT
  • To suggest, define and implement process and system improvements.

• To lead or support various CFT initiatives across the business

Knowledge, Skills, Experience & Educational Qualification

Knowledge & Skills (Must Have) :
  • Detailed knowledge on Finance Actuarial and related systems (essential)
  • In depth understanding of IT solutions, technology and architecture (essential)
  • Comprehensive understanding of the IT environment. (essential)
  • Excellent command of the English language, both written and spoken. (essential)
  • Knowledge of Incident & Problem processes (essential).
  • Knowledge of DR, Monitoring, Capacity Management and other support processes(essential).
  • In depth understanding of business processes and how business processes work (essential)
  • Solid technical and analytical skills, with ability to interpret & present data clearly
  • Practical knowledge of IT service management e.g. ITIL3/4 and related toolsets (desirable)


Knowledge & Skills (Additional) :
  • Personable and able to build strong working relationships with IT and Business areas.
  • Nurturing, able to help coach and develop the supplier support team members to help provide service.
  • Pro-active and be able to anticipate and resolve issues.
  • Willingness to learn and develop within the organisation.
  • Motivated individual who is able to be flexible within a changing and evolving organisation.
  • Capable of liaising confidently with senior management, sponsors and senior members of Finance
  • Able to influence the solution, business users and sponsors
  • Challenges, drives change and proactively realises opportunities for improvement
  • Builds and maintains a network of contacts within the business, developing relationships and utilising them to produce positive delivery
  • Shows resolve and flexibility to achieve successful results despite setbacks or obstacles, maintaining composure in difficult situations
  • Able to investigate issues thoroughly and find suitable resolutions.
  • Excellent documentation skills

Experience:

  • Experience of providing support and maintaining service (essential)..
  • Experience of providing support for key/critical applications (essential)..
  • Experience of providing Team Leadership (essential).
  • Experience of working in the head office of a Financial Services organisation is (essential)..
  • Experience of identifying and delivering process improvements is (essential)..


Educational Qualification:
  • ITIL3/4 Certification and related toolsets (desirable)
  • Background or Qualification in Finance / Accounting would be an advantage (desirable) but not essential if an in-depth understanding of accounting concepts can be demonstrated (Essential).
  • Qualification by experience is acceptable.
  • Previous demonstrable experience in Finance IT with onboarding new platforms and establishing teams and processes (Essential)
  • Experience in Azure technologies (desirable), or similar technologies,
  • ETL tools/Databases/Reporting systems (Essential)


M&G Behaviours relevant to all roles:

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 performance, set high standards and deliver with energy and determination

Keep it simple: cut through complexity, keep the outcome in mind, keeping your approach simple and adapting your message to every audience

We live by four behaviours at M&G Global Services 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

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