Technical & Governance Consultant

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 are looking to hire a permanent Technical & Governance Consultant. We're looking for someone with experience and knowledge of handling appeals, complaints, dealing with regulators, and undertaking quality assurance audits within Group Risk Products.

This is a multi-faceted role meaning no two days will be the same! You’ll be leading technical appeals and audit services for our Claims and Group Protection business areas.  Through collaborative engagement and understanding of the needs of the business, you’ll be driving of continuous change and improvement

What you'll be doing

• Ensuring that the quality and competency of staff is maintained across claims and other areas of Group Protection.
• Assessing and managing appeals and complaints across our portfolio
• Conducting and delivering monthly audits.
• Leading the Technical and Governance Team in the delivery of legislative, regulatory or process change.
• Defining, developing and delivering continuous processes and systems improvements, to ensure that all our teams always deliver first customer service.
• Utilising data and case studies to provide the business area with relevant findings regarding trends from claims activity, audits, complaints and appeals.
• Contributing to company and Group Protection wide projects and process reviews to deliver product, customer experience and system improvements.
• Develop, define and deliver processes and systems to ensure that all customer data is dealt with in a compliant manner.

• Someone who loves sharing knowledge with others, someone with natural coaching ability with strong communication skills.
• Someone with a financial services background who has proven experience of managing audits, complaints, appeals, and dealing with the Financial Ombudsman Service who can develop and ultimately thrive in this role.
• Proven analytical and risk management skills with strong attention to detail.
• Proven ability to design and deliver training and development programmes.
• Ability to represent the department at internal/external meetings.
• Effective organisational skills with the ability to work to targets and deadlines.

Legal & General is a leading financial services organisation, 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’re one of the world's largest asset managers, homebuilders, pension providers and insurers. Connecting to form a unique business model which drives value for our customers and society. And enabling our people to create impact through work that is meaningful and valued.  

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 strive to be open, mindful, and inclusive, so are always willing to discussing flexible working arrangements and reasonable accommodations for candidates with specific needs. 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. 

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