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Service Delivery Manager

2 months ago

Brighton, United Kingdom Legal & General Full time

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.

Job Description

We’re recruiting for a Service Delivery Manager to join our Group Protection Claims area, this role is hybrid where you will work in our Hove office 1-2 days per week and the rest from home We are offering an excellent salary of up to £55,000 along with some great company benefits.

You will guide and manage the Group Protection claims Assessor and Admin teams to provide a pro-active and comprehensive claims management and assessment service for a defined account portfolio across all Group Protection Products.

What you'll be doing:

  • Manage a group of Team Managers to deliver targets in the areas of service levels, quality, customer, people and efficiency metrics. Motivating and coaching your team by being a visible leader, focused on delivery and your people. Driving the right outcomes and implementing appropriate action plans to drive results
  • Collaborate with other Stakeholders and the Planning team to ensure the right actions are in place and performance is understood
  • Understand the drivers of customer satisfaction and implement appropriate actions plans, ensuring that development and systematic issues are actioned by the appropriate teams
  • Build strong relationships with the internal functions such as Customer Service Operations, Scheme Underwriting, Sales, Finance and Operational Planning to ensure that the Claims Operation continually evolves to meet the changing needs of our internal and external customers
  • Evaluate, review and resolve issues at area level to ensure consistency of service, resource and quality across all teams whilst maintaining a strong risk management and mitigation framework
  • To take the lead in all matters regarding the management of employees, ensuring that management discretion is used in a consistent manner and that the area follows the Group’s policies and procedures including the Partnership Agreement to maximise business performance
  • Analyse feedback from all sources to ensure that customers’ reasonable expectations of performance and service are met, and good customer outcomes delivered. Where failings are identified, provide information to management of relevant areas to enable changes to be made

Qualifications

Who we're looking for:

  • Strong interpersonal skills and the ability to communicate effectively, in oral, presentational and written form to a range of audiences
  • Understand how strategic planning will affect the business area
  • Understand how market changes and business issues will affect the business area
  • Risk management skills; ability to be creative with strategic thinking
  • May be required to deputise for the Head of Claims
  • The job holder will represent the area at internal/external meetings
  • Proven track record in managing a claims operational function is desirable
  • Ability to drive and maintain high engagement scores

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

Additional Information

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.