Head of Customer Operations

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 Head of Customer Operations to join us. Ignite is a cutting-edge software platform revolutionising the UK mortgage industry. We empower brokers with smart automation, seamless integrations, and intuitive user experiences to simplify and supercharge the mortgage journey. As Head of Customer Operations, you’ll play a pivotal role in ensuring our product delivers exceptional value to users, while leading a high-performing team and driving operational excellence.

What you'll be doing:

• Leading and developing the Product & Customer Support and TRM teams to meet performance targets
• Driving operational efficiencies through automation, systems, and reporting
• Managing relationships with lender partners and internal stakeholders to ensure data accuracy
• Overseeing product data quality and investigating inaccuracy reports
• Preparing and presenting performance insights to senior leadership
• Ensuring compliance with regulatory standards and governance frameworks
• Implementing quality assurance processes to uphold customer outcomes
• Partnering with HR to manage employee performance and development

Who we're looking for:

• Proven experience in operational leadership within a fast-paced environment
• Strong understanding of the UK mortgage industry and regulatory landscape
• Ability to influence and engage stakeholders across multiple teams
• Experience in driving operational efficiencies and managing risk
• Skilled in team development, coaching, and performance management
• Excellent communication and reporting skills
• Familiarity with data accuracy and quality assurance practices
• CeMap qualification or equivalent industry experience (desirable)

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.