Sensitive Claims - Team Manager

Company Description

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.

L&G Institutional Retirement looks after around 700,000 institutional customers who have their retirement benefits secured with us. Operating continuously in the UK market from our entrance in 1987, we are the UK’s longest-running insurer.

Our Institutional Retirement business is the UK’s longest-serving active bulk annuity provider.

Who we are

Institutional Retirement is the only insurer to have been operating continuously in the UK market from our entrance in 1987 to the present day. Our UK retirement annuity book stands at an estimated £86.1 billion at 31 December 2023.

Across our retail and institutional retirement businesses, we look after more than 1 million customers, around c.700,000 of whom are institutional customers who have had their retirement benefits secured with us.

Job Description

We’re looking for a Team Manager to join the Sensitive Claims team within our award-winning Institutional Retirement business.

In this role, you’ll be responsible for motivating and supporting a team of Defined Benefit Pension claims specialists to ensure that all sensitive claims work is handled with the empathy, accuracy and urgency that is required.

If you are passionate about delivering excellent customer outcomes and leading teams to success, then this could be the ideal role for you.

This is a hybrid working opportunity, which means you can split your working week between your home and our Hove offices to help you achieve a work-life balance that works for you.

What you'll be doing:

• Leading and motivating a team of claims administrators to deliver excellent service to members and representatives
• Overseeing the allocation and completion of work, ensuring accuracy, efficiency and alignment with relevant legislation & guidelines
• Managing and developing risk controls, processes and documentation across the retirement claims lifecycle
• Acting as a technical expert on Defined Benefit pension administration and supporting colleagues with complex queries
• Reviewing and overseeing pension quotation checks, including manual calculations where required
• Maintaining robust audit trails and ensuring processes support consistency, compliance and good customer outcomes
• Analysing customer feedback and identifying opportunities to improve service and outcomes
• Embedding Consumer Duty principles in daily team activity, ensuring awareness of vulnerabilities and fair customer treatment

Qualifications

Who we're looking for:

• Experience of leading and developing teams - ideally within a pensions‑related environment, but as a minimum within financial services
• Strong understanding of the administration of Defined Benefit pension schemes
• Ability to interpret legislation, regulatory requirements and HMRC guidance in a practical, customer‑focused way
• Excellent attention to detail and confidence working with complex calculations or technical information
• Strong communication and stakeholder management skills, with a collaborative approach
• A proactive mindset, with the ability to identify risks and process improvements to enhance service delivery
• Commitment to delivering great outcomes, acting with integrity, care and diligence
• Willingness to work towards required qualifications (CII CF1 and FA2) and overseer sign‑off within two years

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
• 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

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.

• Permanent/Regular or Fixed Term Contract/Temporary: Permanent (UK and ROW) / Regular (US)
• L&G Business Unit: Legal & General Retirements Institutional
• L&G sub Business Unit: INSTITUTIONAL RETIREMENTS
• Primary Location: Hove, One City Park
• Job Family: Customer Service