Company Description
Life can sometimes be unpredictable, and it pays to plan ahead. Our aim at Legal & General Retail is to help our customers plan for the unexpected, achieve financial security for their tomorrow, and protect everything that’s important to them. To better understand our customers and meet their needs, we’ve brought our protection, retirement income, savings, lending and advice, fintech and mortgage businesses under one umbrella. Created at the start of 2022 through the merging of our long-standing and trusted retail retirement and insurance businesses, we’re a fast-growing division with big, customer-centred ambitions.
Job Description
You’re role at a glance:
Legal & General are looking for an experienced Team Manager with strong workflow management skills, and a passion for leading and developing the team to be the best they can be. This is a hybrid role where you’ll work 35 hours a week, Monday to Friday; currently 4 days from home and 1 day in our Cardiff office.
You will support us in working as one Customer and Client Operations team that takes pride in what we do and puts our colleagues, customers and clients at the heart of everything. We are looking for someone who will develop and maintain excellent relationships with their colleagues and stakeholders, and ensure regular, effective communication is maintained.
You will be responsible for building and empowering a diverse and inclusive team that collaborates and innovates to continuously improve.
What you’ll be doing:
Proactively manage the team around the flow of work, utilising and analysing management information on service, customer satisfaction, individual capability, customer processes and costs, so that the team work effectively and efficiently, and a cost effective quality service is delivered to the customer, with prompt resolution of issues and required change
Understand your team, their strengths, development areas and responsibilities so you can identify solutions to continuously improve the Customer and Client experience, meet performance targets and reduce costs.
Be passionate about your team’s engagement, making sure you understand their views and opinions and take accountability and action to make improvements.
Manage your team in line with Legal & General’s policies and procedures, including the Partnership Agreement.
Follow procedures and use management information to manage operational and people risks through OneSumX, and ensure compliance with legal and other regulatory requirements (e.g. fair customer treatment, data protection, fraud/money laundering, communication/financial promotion standards, breach reporting, complaint identification and actions from internal audits).
Actively manage your own development in order to maximise your own potential and contribution to the Workplace DC pensions area, gaining and maintaining competent status within the Training and Competence Scheme, in a programme of continuing professional development at all times
Deputise for the Customer Service Manager in their absence, and/or represent your area at forums, project meetings and working parties, judging what you can take responsibility for, and make confident and competent decisions for the good of your team, the wider business and our Customers and Clients.
Qualifications
What we're looking for.
Knowledge:
- Good knowledge of pensions
- Advanced knowledge of our management systems, procedures and policies, products, funds and industry
- Advanced understanding of customer and client profile to provide insight and recommendations for operational planning
- Full understanding of our quality framework, measures and controls
- Demonstrate role model behaviours, excellent teamwork and be able to build trust and respect with others, sharing best practice and ideas
Experience:
- Proven ability to develop (including coaching) self and team
- Proven ability to plan and manage own and teams workload, reacting to changing priorities
- Proven ability to manage performance, motivate others to achieve results, and to innovate and be an agent of change
- Proven ability to positively influence at different levels
- Proven ability to own customer and client problems and resolve issues quickly in a way that treats customers fairly and protects the business
- Proven ability to confidently make decisions based on evaluations of risks and using all available information
- Ability to build and maintain relationships, including proven ability to contribute to peer group development
- Ability to work under pressure whilst maintaining standards
Additional Information
The brand with the brolly is choosing today to change tomorrow.
Since 1836, we’ve grown to become one of the world's largest asset managers, homebuilders, pension providers and insurance brands.
We’re all here to improve the lives of our customers, build a better society for the long term, and create value for our shareholders - helping to shape a better future for society and the planet.
We need people who share our ambitions, agility and entrepreneurial spirit to help us do it.
At L&G, you’ll find a balance that helps you be your best. Empowered by hybrid working, we’re supported by technology and workplaces that enable us to work effectively wherever we are. We come together in offices to collaborate and connect, and use time at home for individual, focused activities. And, when we achieve great things, we celebrate our success and reward strong performance.
Today, there’s over 10,000 of us, working towards our mission, with plenty of opportunities to grow your career as we grow L&G. Will you join us?
Great minds don’t have to think alike, so we welcome voices from all backgrounds. Bringing together people with different life experiences helps us build empathy with our customers and drive innovation.
We don’t just talk about it, we actively promote diversity and equitable opportunities for all. That means our employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability or protected veteran status. In fact, we embrace every dimension of diversity to reflect the customers and communities we serve.
We think it’s important to create an inclusive environment where we can all belong, contribute and drive progress, where you can develop and grow, and be empowered. We want you to use your voice to help us build a better tomorrow.
We all work differently, and have different needs, which is why. we’re always open to discussing flexible working arrangements. Likewise, we’re committed to finding reasonable accommodations for candidates with specific needs during our recruiting process.
So whoever you are, wherever you are, whatever your story, we'd love to hear from you.
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