Head of Service Development & Automation

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-centered ambitions.

We’re looking for a Head of Service Development & Automation to join us in either Hove or Cardiff!

Reporting to the Operations & Transformation Director, this is a highly varied role where you’ll lead a specialist team of 25 to drive process, technology and organisational transformation which benefits our customers, colleagues, and shareholders.

If you’re looking for a role that combines transformation with longer term strategic work then this could be the ideal next move for you!

What you’ll be doing

• Developing, maintaining and communicating a consolidated transformation vision and roadmap covering all service-related changes to meet strategic and operational performance objectives
• Identifying and delivering annualised cost savings through customer and colleague centric initiatives across the operational teams that feed directly into their business planning models and supporting the control of managing unit costs.
• Leading a team to initiate, develop and implement operational and customer process and technology transformation in support of the roadmap and objectives
• Providing thought leadership on transformation activity, innovation and technology, and proposing solutions to help feed the technology and transformation strategy. Sponsoring the delivery of high-profile and/or complex process improvement and technology projects
• Identifying, securing and managing resources/funding to achieve project and organisational objectives. Interfacing with Retail and Group IT to ensure Customer Service initiatives are represented and prioritised appropriately. Monitoring and reporting benefits realisation
• Managing the development and maintenance of automation technology (RPA, Low Code, EUC) ensuring compliance with audit and security requirements
• Identifying and managing risks and issues and mitigating actions to ensure compliance with local and group policies/procedures

What we’re looking for

• Naturally, you’ll have a good background as a Senior Manager in an Operations, Change and/or Transformation capacity, with a track record of delivering strategic outcomes and transformation
• Experience of managing and transforming the experience for customers and clients through digital and technology led solutions based on real customer needs
• Experience of being a trusted leader operating at all levels, across complex reporting structures, influencing outcomes across different stakeholder groups
• You’ll also have experience in delivering technology solutions within a Service/Operational environment
• Experience in managing digital products and projects, particularly in the financial services space would be a huge plus!

When you commit to Legal & General, we’ll commit to you too. That means we’ll recognise and reward your hard work, your performance and your contribution.

If you join us, you’ll get access to some great benefits, including private medical insurance, 30 days holiday (excluding bank holidays), a generous pension scheme, life assurance, and Income Protection. You'll receive a car allowance of 12% of your annual salary, and you can participate in our electric car scheme, which offers employees the option to hire a brand new electric car through tax efficient salary sacrifice. We’re also proud to offer competitive family leave.

You’ll have the opportunity to participate in our annual, performance-related bonus plan and valuable share schemes. And then there are the many discounts we offer that you can take advantage of – both for our own products and at a range of high street stores and online offerings.

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.