Service Delivery Manager

Legal & General supports the savings, protection and retirement needs of around 14 million people, through our portfolio of retail and workplace businesses.

Our Retail division helps people enjoy a more colourful retirement, both directly and through their employers, including Lifetime Mortgages, Retirement Interest Only Mortgages and financial advice on our range of lending products.

We are the UK’s number one individual life insurer, and also provide Group Protection products for employers – all helping people to plan for the unexpected. We support home buying through our Mortgage Club – the UK’s largest – and our award-winning Surveying Services team. And our fintech team finds and supports socially useful start-ups and scale-ups working in the workplace, home, insurance and wealth areas.

Joining us means helping create brighter financial futures for all our customers. 

We’re recruiting for a Service Delivery Manager to join us. We’re offering a competitive base salary. Pro-actively lead and develop a department to help them be the best they can be. Demonstrating exceptional leadership, coaching and motivational skills to deliver our vision of doing the right things in the right way for our customers, shareholders and colleagues. Ensure that resource is managed to optimum levels and achieve deliverables within financial, regulatory and efficiency constraints. Effectively manage performance to deliver against key business Objectives. Ensuring Life & Disability risks are underwritten in accordance with Legal & General’s philosophies and that strict quality guidelines are adhered to.

What you'll be doing:

• Leading a group of Team Managers to deliver to targets in the areas of service levels, quality, customer, people and efficiency metrics. Leading, motivating and coaching your team by being a visible leader, focused on delivery and your people to drive the right outcomes and implementing appropriate action plans to drive results
• Supporting and coaching your Team Managers to deliver daily service, collaborating with other Service Delivery Managers ( SDMs) and the Planning team to ensure the right actions are in place and performance is understood
• Responsibility for overall leadership of performance for own area and required meetings and cascades plans and communications to ensure that the daily running of the area is consistently meeting Service levels and service proposition
• Understanding the drivers of customer satisfaction and implement appropriate actions plans, ensuring that all coaching and development activities take place and systematic issues are actioned by the appropriate teams
• Building strong relationships with the internal functions such as Sales, Finance, Operational Planning and the distribution channels to ensure that the Customer Service operation continually evolves to meet the changing needs of our internal and external customers
• Developing the capability of individuals through structured learning and development plans and strong performance management processes and solid succession plans. Recognise and develop future talent
• Evaluating, reviewing and resolving issues at area level to ensure consistency of service, resource and quality across all teams

Who we're looking for:

• Proven track record in operational excellence, running operations and managing operational teams
• An in depth understanding of and compliance with all regulatory requirements e.g. Money Laundering, Data Protection Act, Complaints, Treating Customer Fairly etc
• A good level of knowledge of the Financial Services Industry and the role of the FCA
• A clear understanding of Retail Protection Customer Services vision and goals for the business
• Working knowledge of relevant systems and software used in the underwriting areas to include; Microsoft Word; Microsoft Excel, Microsoft PowerPoint, Microsoft Outlook, Microsoft Teams, OACR, Intranet and Extranet. Production Mainframe Systems, Reference Tools, Reinsurance Manuals, Budget tools and HR systems

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   
• Private medical insurance (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 
• 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

Legal & General is a leading financial services group and major global investor, named Britain’s Most Admired Company in 2023, for the second year running. Rated top in our sector and top for inspirational leadership, we have a strong heritage and an exciting future.

We aim to build a better society for the long term by investing our customers’ money in things that make life better for everyone.

If you join us, you’ll be part of a welcoming 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 strive to be open, mindful and inclusive, so are always willing to discussing flexible working arrangements and reasonable accommodations for candidates with specific needs.

If you’re open to find out more, we'd love to hear from you.