Manager, Property Management Oversight

At M&G, 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.

Through 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 offer workplace adjustments to ensure you have the support you need to succeed in your role.

The Role:

The Manager, Property Management Oversight is responsible for overseeing property and facilities management services delivered by external Property Managers to M&G Real Estate’s fund range. Where M&G Real Estate require Property Managers for a new asset class or if there are performance concerns, the Property Management Oversight team are responsible for running a tender process with support of the Asset Management team and other stakeholders within the business.

The role protects service quality, supports effective risk and control management, and helps ensure property managers meet contractual, policy and performance requirements to the funds. It provides informed challenge, resolves non-routine service issues and develops constructive relationships with property managers, asset managers, fund representatives and other key stakeholders.

The role involves management of the associated governance arrangements, supports compliance and provides clear reporting to senior management, relevant governance forums and relevant boards.

This is a specialist oversight role. It requires sound judgement, considerable property management and supplier management expertise, and the confidence to lead discussions and negotiations with external service providers within an agreed framework.

Key Responsibilities Required:

Property Management oversight and performance.

Accountability for the effective oversight of an allocated portfolio of external property and facilities management suppliers.

Monitor performance against contractual obligations, service levels, key performance indicators and agreed outcomes.

Apply professional judgement to assess performance, service quality, cost and risk, identifying where intervention or corrective action is needed.

Hold property managers to high standards for agreed actions, service improvements and the timely resolution of performance issues.

Lead the escalation and resolution of operational incidents, complaints and other non-routine Property Manager matters.

Act as an escalation point for M&G Real Estate stakeholders and key point of contact for fund boards in relation to property manager performance, service questions and complaints.

Identify and act on opportunities to improve service quality, efficiency, controls and the overall relationship.

Governance, Risk & Controls;

Shape and manage proportionate governance arrangements between property managers, M&G Real Estate and relevant funds.

Plan and lead regular property management relationship and performance review meetings, ensuring decisions and actions are clearly recorded and followed through.

Maintain effective oversight controls and monitoring mechanisms, escalating material risks, issues and control weaknesses through the appropriate governance channels.

Produce clear, accurate and timely reports for senior management, boards and other governance forums.

Present performance findings, risks, trends and recommended actions in a form that supports effective decision-making.

Recommend contractual remedies or penalty measures where Property Manager performance warrants further action, in line with the relevant contract and governance framework.

Support audit, assurance and evidence requirements relating to property management oversight, policy compliance and the operation of controls.

Policy & Regulatory Responsibilities;

Promote understanding of the Group Supplier Policies, where relevant to Real Estate and work with relevant business stakeholders to support consistent compliance.

Monitor adherence to relevant fund and/or Group policies and escalate identified gaps or concerns to relevant parties.

Fulfil applicable regulatory requirements, including the timely completion of required training and declarations.

Take personal accountability for maintaining and enhancing controls that support customer outcomes and reduce operational risk.

Commercial, Contract & Procurement Responsibilities;

Oversee relevant Property Manager contracts and support the effective management of obligations, renewals, performance provisions and agreed commercial terms.

Lead or support procurement activity, including Property Management supplier tenders, evaluation, appointment and onboarding.

Review property management fees and ad hoc charges, providing appropriate approval before payment is released.

Assess Property Management performance and proposed changes with regard to service quality, cost, risk and value.

Support constructive commercial discussions and negotiations with Property Management suppliers within the agreed authority and governance framework.

Maintain appropriate records and evidence for key Property Management supplier, contractual and commercial decisions.

Change & Stakeholder Management Responsibilities;

Develop and maintain the property management oversight approach for the allocated portfolio, in consultation with the wider Property Management Oversight team, Asset Managers and other key stakeholders.

Represent the oversight perspective in business and supplier-led change that affects property or facilities management services.

Assess the potential service, control, contractual and operational effects of proposed changes.

Work with Property Managers and internal stakeholders to support controlled implementation and effective service transition.

Build trusted relationships across M&G Real Estate and maintain a strong peer network across the organisation.

Work closely with the Portfolio Management team and other relevant business functions to support joined-up decisions and outcomes.

Provide constructive challenge and communicate complex Property Manager matters clearly to technical and non-technical audiences.

Wider Responsibilities;

Demonstrate positive behaviours in line with M&G’s Attributes and Expectations.

Understand and fulfil the Health and Safety responsibilities relevant to the role, including escalating concerns through the appropriate channels.

Apply M&G’s Sustainability Strategy where it is relevant to the role and Property Management arrangements.

Maintain professional knowledge and stay informed about relevant property management, supplier management and regulatory developments.

Key Knowledge, Skills & Experience Required:

RICS qualification and relevant professional property expertise.

Comprehensive knowledge of property management and the end-to-end real estate management process.

Considerable experience of managing or overseeing third-party service provider relationships.

Knowledge of supplier governance, performance management, service levels and key performance indicators relevant to Property Management.

Experience of using controls and monitoring mechanisms to assess service delivery, risk and compliance.

Ability to interpret contracts, assess commercial considerations and manage supplier obligations.

Experience of procurement, tendering or supplier onboarding activities.

Sound judgement, with the ability to evaluate different courses of action by considering stakeholder outcomes, service quality, cost and risk.

Ability to manage conflict, chall