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.
Crisis Management plays an essential role to the survival and continuity of business operations in the event of a major incident.
This leadership role is an integral part of the Central Response Team supporting the delivery of Crisis Management, Testing and Exercising and the implementation of M&G’s Crisis Management Framework.
The role holder will support the Group Accountable Executive (the Chief Information Technology Officer) in the delivery of their accountabilities with respect to Crisis Management as part of the wider Operational Resilience policy.
As a leader within the Central Response Team, the holder will act as a point of contact / crisis management SME for M&G’s senior leaders, providing support and advice to the team to deliver a seamless Crisis Management framework. They will contribute to maintaining Crisis Management protocols and procedures in supporting response efforts during crises ensuring timely and effective action to minimise disruption and harm.
As part of the Group’s First Line Risk function, they will support Business Area Operational Resilience Leads in their work to embed the Operational Resilience policy and supporting across M&G with respect to Crisis Management and associated testing and exercising.
Primary responsibilities
Crisis Management
- Act as a leader within the Central Response Team, and as a point of contact and resilience/crisis management SME for M&G, providing support and advice to deliver a seamless crisis management framework across business areas and our global footprint.
- Manage the facilitation of crisis management invocation at a Sub-Bronze, Bronze and Silver level with stakeholders from across our global locations and business areas.
- Control the ‘on call rota’ for the Central Response Team covering 24/7/365.
- Ensure compliance with policy and procedures to ensure consistent application across the organisation by cultivating long-term collaboration and strategic relationships across the business lines of defence.
- Foster a culture of resilience within the organisation through awareness-raising activities and knowledge sharing.
- Manage the delivery of Post Incident Reviews with a range of business, technology and third-party stakeholders including capturing actions, minutes, writing reports and tracking actions to completion.
- Maintain crisis management framework, templates and standard operating procedures while looking for opportunities of continuous improvement.
- Oversee the management and use of emergency notification tooling and incident/exercise logging.
Resilience Testing and Exercising
- Create and maintain a scenario library and playbooks to cover a range of severe but plausible scenarios aligned to operational risk events.
- Design and deliver scenario testing and exercising across crisis management team plans, business continuity plans, Important Business Services and other types of testing as required.
- Support the delivery of scenario testing and resilience analysis with Operational and Enterprise Risk teams.
- Lead on threat modelling and horizon scanning for internal/external scenarios that could impact M&G’s critical and important business services.
Knowledge & Skills:
- Confident and effective at advising and briefing at all levels, including senior stakeholders.
- Ability to manage a team supporting them to work independently within a defined remit, managing schedule and objectives.
- Strong communication skills displayed through confident interpersonal and presentation abilities.
- Ability to work within a wider team and collaborate effectively across teams, functions and geographies.
- Strong written and oral communication skills
- Experience in crisis management, including leading senior stakeholder response calls.
- Experience in scenario testing and exercising.
- Experience with facilitating post incident reviews.
- Experience in the creation of playbook/runbooks
Experience:
- 13 years+ experience leading crisis management teams and engaging with senior stakeholders.
- Proven experience in creation and delivery of scenarios to Senior Management and ExCom Teams
- Strong comprehension of Operational Resilience and similar regulations
- Excellent analytical and problem-solving skills, with the ability to anticipate and mitigate risks effectively.
- Exceptional communication and interpersonal skills, with the ability to engage and collaborate with diverse stakeholders at the most senior levels of the organisation. Experience of delivering training and awareness campaigns for crisis management
- Experience of working in the Financial Sector
- Awareness of ISO22301 and ISO22316 standards
- Experience of managing, coaching and training of people
Educational Qualification:
- Graduate in any discipline.
- Masters in risk and/or Resilience (would be preferred)
- Business Continuity Institute certification(s) such as MBCI (would be preferred)
- Proven experience of creating simple but concise and impactful updates/visual presentation from complex data to key stakeholders during times of increased pressure.
- Experience of third party relationships and the Information Technology and security risks created
- Demonstrable experience at working within three line of defence model and with senior business and IT stakeholders (managing directors, directors, Chief information officer, Chief information security officer, Chief operating officer).
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.
