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 title:
Vice President – Investor Services
Function:
Asset Management
Team:
Investor Services
Job Location:
Mumbai
Shift:
UK hours
Overall Job Purpose
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.
In this role, the Vice President will be responsible for managing all Investor Services functions for asset management business, including ongoing operations, continuous improvement, and transferring additional work from vendors & business units; in addition, will oversee improvements in quality, reduction in cost of services to BU's and drive step innovation across the organization.
The role will report directly into the Head of Asset Management Operations. Evolving the workforce & capability for the global enterprise from India is a critical foundation of our strategy.
This individual has a special role to play in fostering culture of innovation from India working closely with colleague's business leaders & partners across the globe to foster specialized capabilities, improve and establish services align to our customer needs and continuously enhancing customer experience. The role is therefore also accountable for working with divisions to advance scalable, agile, automated & integration operations and support new ways of working.
Key Responsibilities/ Accountabilities:
Primary Responsibilities (including but not limited to):
- Provide strategic direction to Investor Services team by setting aspirations, in line with overall Investor Services Strategy, and providing guidance to respective leads to execute the strategic plan.
- Engage with key business stakeholders on a regular basis to understand their needs, involve them in joint planning and drive overall high stakeholder satisfaction with metrics driven performance
- Build world class operations ensuring services are delivered at costs & quality consistent with performance targets.
- Manage team to build expertise and capability that can play a role globally.
- Drive continuous improvement and constantly reinforce the value proposition of India teams within the company through innovation and execution. Execute to meet global targets for annual improvements and drive efforts to achieve these targets (Eg: Lean, Automation, Analytics, etc.)
- Oversee work migration from vendors and onsite BU's into the M&G India Investor Services COE organization.
- Measure performance by establishing framework to drive meaningful regular discussions with customers (E.G. balanced scorecards, performance dialogues, issue escalation)
- Establish the organization as a leading brand and employer of choice in each location of its operations
- Coach, motivate and lead management team to become future leaders in the enterprise
- Provide direction to operations and support teams to manage retention & development of top performers
- Build an inclusive and transparent culture that drives high employee engagement at all levels
- Knowledge & understanding of the Indian markets, culture and regulatory requirements
- Strong business acumen, demonstrated commercial sense and understanding of business drivers
- Demonstrated experience in levels of business resilience and ability to deal with ambiguity thereby working to bring more certainty
- In an asset management organization, a Vice President of Investor Services plays a crucial role in ensuring the retained operational services and those services outsourced to Transfer Agents and other service providers meet the high quality standards expected by M&G and Investors. Here are the primary responsibilities typically associated with this role:
Transfer Agent Oversight:
- Oversee the monitoring of services, ensuring quality analysis of KPI packs to identify patterns & trends.
- Oversee the analysis of complaints and breach data, highlighting regular trends
- Provide regular reporting to stakeholders on the services undertaken by all Transfer Agents
- Assist with escalated issues and queries relating to all TA services
Retained Operational Processes
- Ensure the integrity and accuracy of distributor data set up to process rebates & trailer fees, implementing quality control processes.
- Collaborate with Finance & Client Services to ensure anomalies and issues are resolved before payments are processed.
Investor Communications
- Co-ordinate the processing and delivery of ad hoc & regular Investor communications.
- Collaborate with stakeholders and service providers to ensure timely delivery and status of mailing
- Team Leadership and Development:
- Lead and mentor a team of reporting professionals, fostering a culture of continuous improvement and accountability.
- Provide training and development opportunities to enhance team skills and knowledge in Investor Services.
Regulatory Compliance and Standards:
- Stay informed about relevant regulatory requirements and ensure that all services complies with industry standards (e.g., GIPS, FCA).
- Implement internal procedures to maintain compliance and address any regulatory changes.
Performance Measurement and Analysis:
- Develop methodologies for performance measurement and attribution analysis.
- Work with investment teams to accurately reflect investment performance and risk metrics in client reports.
Collaboration with Investment and Client Service Teams:
- Collaborate closely with investment professionals to align reporting with investment strategies and objectives.
- Work in partnership with client service and sales teams to provide insights on service needs and enhance client satisfaction.
Technology and Automation:
- Evaluate and implement reporting tools and technologies to improve TOM efficiency and accuracy.
- Stay updated on industry trends related to new technology and innovation.
Strategic Planning and Continuous Improvement:
- Participate in strategic planning sessions to align client reporting with the organization's overall goals and objectives.
- Continuously seek ways to improve the retained BAU processes and enhance the client experience.
Stakeholder Management:
- Engage with senior management and stakeholders to report on client reporting initiatives and outcomes.
- Prepare presentations and materials for board meetings or other high-level discussions regarding TA Oversight.
Talent:
- Ensure operations team has resources required to execute operational strategy developing resource acquisition plans and leading retention initiatives to ensure strong employee engagement. Create tactical and operational targets to measure performance of team
- Lead, coach and mentor operational personnel while developing a strong talent pipeline and leadership bench for critical resources/roles
- Foster a continuous improvement and innovation culture along with always pushing the status quo
- Strong Performance drive and engaged employee culture that is focused on high quality talent acquisition, employee training and development, career progression, and executing on goals & objectives while always exhibiting the company values
By fulfilling these responsibilities, the Vice President of Investor Services plays a vital role in enhancing transparency, building trust, and strengthening relationships with clients in the asset management space.
Knowledge, Skills, Experience & Educational Qualification
Must-Have Skills:
- Atleast 15+ years of management experience with significant large-scale project management background, strategic planning and/or consulting in the required industry; or any combination of education and experience, which would provide an equivalent background
- Experienced leader managing teams within global asset management company; ideally leading through the growth curve and then driving operational productivity, standardization, and process rigor
- Strong Strategic thinking skills with broad and deep understanding of the given industry and ability to translate this strategy into operational goals with strong emphasis on execution and driving accountability through metrics
- Excellent communication & collaboration skills with ability to influence change across various levels of the enterprise specially in a matrixed environment
- Demonstrated leadership skills with the ability to lead, grow and develop employees within an evolving organization; providing mentorship and developing a strong leadership pipeline
- Excellent financial, analytical, and change management skills required. Experienced in facilitating organizational change and process improvement
- Strategic thinker with broad & deep understanding of client reporting in asset management business
- Must be able to travel as deemed necessary anywhere in the world
- Significant experience in driving complex projects and managing regional/global operations
- Strong leadership and interpersonal skills
- Proven ability to drive discipline and process orientation in a large complex organization
- Ability to build deep relationships across senior stakeholders within peer groups
- Operational understanding of the global Asset & wealth management industry, talent base is preferred
- Ability to build strong relationships with multiple external bodies (third party service providers, partner and industry bodies)
- Experience with continuous improvement methodology in service operations
- Experience with building new capabilities (E.g., Automation)
M&G Behaviours relevant to all roles:
Tell it like it is: Respectfully speaking up to create better ways forward – both direct and empathetic
Own it now: Putting your name on things with confidence to drive progress and results quickly
Move it Forward Together: Forming cross-functional teams to seize the right opportunities and solve real problems.
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.
