Claims Service Delivery Manager

Legal & General (L&G) is a leading UK financial services group and major global investor. 

We’ve been safeguarding people’s financial futures since 1836, and strive to build a better society, while improving the lives of our customers and creating value for shareholders. 

We are one of the world’s largest asset managers and provide powerful asset origination capabilities. Together, these underpin our retirement and protection solutions: we are an international player in pension risk transfer, in UK and US life insurance, and in UK workplace pensions and retirement income. 

Who we are 

Our Retail business supports customers throughout their lives, to help them save, plan, protect and enjoy retirement.

We’re a leading provider of retirement and protection solutions. We aim to support our c.12.8 million policyholders and workplace members throughout their lifelong financial journeys. 

We focus on helping the customers of today and tomorrow achieve better long-term outcomes. We either talk with them directly or work with intermediaries and employers to meet their needs. We use the latest technology to connect with them quickly, efficiently and wherever possible in highly personalised ways. 

We’re recruiting for a Service Delivery Manager to join our Claims team on a permanent basis. We’re offering a competitive base salary of up to £75,000.

What you'll be doing:

The Service Delivery Manager plays a critical role in overseeing the day-to-day operations of our Claims department while ensuring robust risk management. You’ll lead a large team, drive operational excellence, and maintain compliance with Legal & General’s high standards—balancing efficiency, customer satisfaction, and risk controls.

• Lead and motivate Team Managers to achieve service, quality, and efficiency targets
• Champion a customer-focused culture and act as a role model for Legal & General values
• Collaborate with Operational Planning and other SDMs to ensure seamless delivery
• Implement strategies to improve customer satisfaction and reduce failure demand
• Maintain strong risk management frameworks and compliance with regulatory standards
• Build relationships with key stakeholders across the business
• Manage budgets up to £3 million and oversee a team of up to 100 staff

Who we're looking for:

• Experience: Proven track record in operational leadership, driving KPIs, and maintaining high engagement scores. Strong understanding of financial services and FCA regulations
• Knowledge: L&G Retail Protection products, regulatory compliance, and claims risk management
• Skills: Exceptional leadership, coaching, and communication skills; ability to foster continuous improvement
• Technical: Proficiency in Microsoft Office Suite and operational systems
• Other: Ability to manage large teams and budgets, with strong strategic planning skills

Whatever your role, we reward performance and behaviour with a package that looks after all the things that are important to you. Here are some of the benefits we offer:

• The opportunity to participate in our annual, performance -related bonus plan and valuable share schemes
• Generous pension contribution
• Life assurance
• Healthcare Plan (permanent employees only)
• At least 25 days holiday, plus public holidays, 26 days after 2 years’ service. There’s also the option to buy and sell holiday
• Competitive family leave
• Participate in our electric car scheme, which offers employees the option to hire a brand-new electric car through tax efficient salary sacrifice (permanent employees only)
• There are the many discounts we offer – both for our own products and at a range of high street stores and online
• In 2023, some of our workspaces were redesigned. Our offices are great spaces to connect and collaborate and have your wellbeing at the heart 

At L&G, we believe it's possible to generate positive returns today while helping to build a better future for all. 

If you join us, you’ll be part of a welcoming, inclusive culture, with opportunities to collaborate with people of diverse backgrounds, views, and experiences. Guided by leaders with integrity who care about your future and wellbeing. Empowered through initiatives which support people to develop their careers and excel.

We care passionately about outcomes rather than attendance and are therefore open to discussing all kinds of flexible working options including part-time, term-time and job shares. Although some roles have limited flexibility due to customer demand, we accommodate requests when we can. 

It doesn’t matter if you don’t meet every single criterion in this advert. Instead, think about what you excel at and what else you can bring in terms of strengths, potential and connection to our purpose.