Platform Adoption Consultant (F2F)

Glasgow, Lanarkshire
M&G plc.
At M&G our vision is: to become the best loved and most successful savings and investment business and we’re looking for people who are excited about joining us on our journey. We’re digitally transforming and investing heavily in technology and innovation to develop new and improved customer propositions that really raise the bar for our customers. To help us achieve our vision we’re looking for exceptional people who live our values and behaviours and who can inspire others; embrace change; deliver results and keep it simple.

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.

What you can expect from us:
We are committed to creating an environment where you can be exceptional at all you do. To help us deliver this, we promise to:

• Challenge Your Limits by creating a stimulating working environment and providing opportunities for you to be involved in meaningful and challenging work
• Support Your Aspirations with a commitment to learning and development that helps you achieve and build your experience with people who want you to succeed
• Value Your Input whereby leaders and managers will involve you in key decisions, listen to your thoughts and recognise the important contribution you make
• Balance Your Life through a work life partnership that focuses on making this an inclusive, diverse and friendly place to work and offers the flexibility and support that enables everyone to be at their best

How do we support our employees:
All M&G plc employees will be supported in the workplace through our M&G Employee Assistance Programme (EAP). If you need counselling, confidential financial or legal advice. The service is available 24 hours a day, 365 days a year and offers access to qualified professionals who can provide specialist information, advice and support on many issues. It offers a broad range of services, including help with family issues, maintaining work/life balance and mental health support.

Location: Field based role

The Role:

This team is responsible for the implementation of new platform users and ensuring our target firms understand how to use the core functionality appropriately.

This role will represent the Ascentric platform implementation proposition with IFAs to secure adoption of our platform and meet sales targets. They will look to secure & lead the implementation of the platform into their designated IFAs’ businesses. They will also train BDMs in platform functionality and use and provide feedback into the Marketing and Propositions team about issues with functionality and changes in market/competitor practice. This role is field based and this role takes on the larger implementation projects.

Key Work Level Accountabilities:

Manager or Expert:

• For people managers, accountable for managing and motivating others to ensure quality of delivery to customers and stakeholders
• For technical specialists, accountable for delivering expert advice or service, using specialist knowledge and subject matter expertise
• Applies judgement to deliver outcomes, evaluating a range of potential solutions, considering the impact for customers, cost and risk
• Manages conflicts that may impact delivery
• Challenges upwards given knowledge of delivery and awareness of complex systems and the broader picture
• Identifies and anticipates need for changes to continuously improve quality and efficiency of output
• Manages resources and risks using expert judgment, know-how and experience

Key Responsibilities for this role:

Pre Implementation

• Represent the M&G business to promote the M&G Wealth platform, service & implementation proposition with IFAs in order to secure adoption of our platform & support the sales targets.
• Consult with key distributors to explore and analyse their current implementation needs.
• Identify & execute on the training needs of IFAs & their support staff in the Retail Platform service offerings & procedures. This may be F2F or remote.

Post Implementation

• Working with the IFA business during the implementation phase to ensure a successful launch & integration with the platform and key processes.
• Take personal ownership to resolve issues or concerns raised by IFAs & their support staff.
• Provide ongoing support to IFAs & their support staff to ensure further develop & maintain relationships that sustain profitable growth & support the overall Sales Distribution Strategy

Internal Stakeholder Management

• Execute on the platform training needs of BDMs for the platform service offerings & procedures.
• Coach the Telephone based Platform Adoption Consultants on best practice.
• Ensure any proposition and service improvements are trained out to the BDMs.
• Build strong personal relationships with key internal customers, appropriate support functions and external service providers.

Insight and Feedback

• To identify and gather feedback from IFAs & their support staff during & post implementation, allowing evaluation of the value and success of the platform implementation programme.
• To complete a post implementation SMART reviews for each firm identifying what went well, areas for improvements and next steps required.

Risk

• Support senior leaders in implementing and embedding the Risk Management System
• Understand Risk Appetite statements and how they apply to the business area
• Ensure Key business risks are fully understood, controlled and mitigated on the team to ensure local plans are delivered and we meet our regulatory requirements
• Ensure Key controls are tested and
• Ensure Risk Events are reported, investigated and reported in accordance with the Risk Event & Escalation process
• Ensure all complaints are logged within 24 hours and follow ups complaint closed within regulatory SLAs

Key Knowledge, Skills & Experience:

• You should have a detailed understanding of all platform functionality and other connecting software tools.
• A good knowledge of the wealth management market, being able to understand adviser propositions and the service they are looking to offer through a platform.
• A clear understanding of the department’s functions and that of our stakeholders internally for M&G.
• An overarching view and understanding of the platform market and a view on regulatory updates and how they can impact a platform.
• A clear understanding of M&G’s approach to Risk and compliance.
• Ideally either 3 years sales experience within Financial Services or at least 12 months experience with another department within M&G Wealth.
• You must have strong communication skills with the ability to manage and develop key relationships.
• You must be personable and confident with advisers and be able to take initiative when challenges present themselves.
• Good planning and organisational skills are essential to make sure answers and campaigns are completed in a timely manner.
• The ability to prioritise your workload effectively and to handle multiple tasks under a pressure is essential in making sure adviser relationships remain strong.
• The ability to remain professional and courteous at all times with both internal and external relationships

Work Level: Manager or Expert
Recruiter Name: Sarah Mathers
Closing Date: 23rd November 2021

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