AVP - Enterprise Data Platform Run Manager

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. 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.

M&G Global Services 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. 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

Assistant Vice President – Platform Run Management

Grade

2A

Level

Assistant Vice President

Job Function

Technology Platform

Job Sub Function

Corporate Functions Technology

Reports to

VP – Head of Data Engineering (3B)

Location

Mumbai

Business Area

M&G Global Services

Overall Job Purpose

As a data platform run manager, you will be responsible for the smooth operations of our data run service for a heightened level of customer satisfaction along with driving backlog of platform improvements. This includes leading a team of service professionals/data engineers to deliver outstanding service experiences while optimising efficiency and productivity. You will also manage service contracts, track performance metrics and handle all requests within the deadline.
 

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. We will consider flexible working arrangements or home working arrangements for any of our roles.

Primary Key Responsibilities (Top 3-5 KRA)

• Leading and managing the data platform run, ensuring efficient service delivery and customer satisfaction.
• Leading a team of data engineers to implement platform efficiency / capacity creation backlog
• Define & own support operating model with stakeholders and teams that interact with data platform
• Building and maintaining solid customer relationships, understanding their needs and providing personalised service solutions.
• Developing and implementing service strategies to enhance customer experience and meet service objectives.
• Monitoring service metrics and analysing customer feedback to identify areas for improvement and implement corrective actions.
• Hiring, training and mentoring service staff, fostering a high-performance culture and promoting professional development.
• Acting as a point of escalation for complex customer issues, demonstrating good problem-solving skills and resolving conflicts in a professional and effective manner.
• Fostering a customer-centric culture within the service team, emphasising empathy, professionalism and effective problem-solving. 
• Good people management skills
• Readiness to deliver out of office hour support/shift for UK

Additional Responsibilities :

• Lead and manage the service department, including staffing, training and performance management of service personnel.
• Establish and oversee premium service standards and procedures to ensure consistent and efficient service delivery.
• Monitor and evaluate the service team's performance, providing regular feedback, coaching and recognition to drive individual and team excellence.
• Ensure timely and accurate completion of service requests, work orders and documentation, maintaining high attention to detail and quality.
• Monitor and analyse service metrics, such as response time, resolution rate and customer satisfaction and take proactive measures to drive continuous improvement.
• Collaborate with other departments to develop and implement strategies to improve customer satisfaction, increase service efficiency and achieve business objectives.
• Prepare and present regular reports to senior management on service performance, key metrics and improvement initiatives.
• Proactively identify opportunities for service improvement, recommending and implementing process enhancements, tools or technologies.
• Stay updated on industry trends, best practices and emerging technologies in the service field, continuously seeking opportunities to enhance knowledge and skills.

Key Stakeholder Management

Internal

• UK Life & Wealth Tech
• UK Corporate Functions technology

External

• External Consultants

Knowledge, Skills, Experience & Educational Qualification

Knowledge & Skills (Must Have) :

• Demonstrated success in service management.
• Proficiency in customer relationship management tools and software for tracking and monitoring service performance.
• Excellent communication and interpersonal skills, with the ability to build rapport and maintain positive relationships with customers and internal stakeholders.
• Detail-oriented with a high level of accuracy in data analysis and reporting.
• Exceptional problem-solving and decision-making abilities, with a customer-centric approach to resolving service-related challenges.
• A commitment to delivering outstanding customer service and a passion for exceeding customer expectations.

Knowledge & Skills (Additional) :

• 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 (Preferred)
• A self-confident, optimistic self-starter with a positive attitude and a "can-do" approach.
• Effective communicator to senior levels in matrix organisation setup
• Strong analytical, numeric and critical reasoning skills capable of delivering practical solutions to complex problems

Experience:

• Solid and relevant experience, in and outside the UK / Europe
• Experience of working in regulatory environments – especially life and pensions
• Experience in implementing service improvement initiatives and managing service quality standards.
• Familiarity with service management frameworks such as ITIL or Six Sigma.
• Proven experience to define, own and run with the support op-model for the platform
• Proven record of achieving service-related KPIs and customer satisfaction targets.
• Multilingual skills to communicate with a diverse customer base.
• Strong organisational and time management skills, with the ability to prioritise tasks and meet deadlines in a fast-paced environment.
• Excellent leadership and people management skills. 

Educational Qualification:

• Graduate/Post-graduate. Preferably with specialisation in Computer Science, Statistics, Mathematics, Data Science, Engineering or related discipline
• Microsoft Azure certification (good to have)

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.