We are currently recruiting for a Team Manager to join our  Life Customer Administration (LCA) team based in our Hove location.

Lead and engage their team

• Hold honest and meaningful conversations with their people around performance and behaviours.
• Encourage their team positively, recognising and rewarding people where appropriate
• Performance below expectations is promptly addressed in an honest and constructive way in line with L&G policies, procedures and framework.
• Supports succession planning around personal development.
• Ensures their team’s well-being and attendance is managed in line with published standards.
• Encourages feedback and supports positive action to develop strong working relationship.
• Use a range of coaching methods and techniques based on the needs of each individual and the circumstances to help people achieve their objectives, personal development and career goals.
• Monitors the work of their team on a regular basis to give constructive and actionable feedback to improve the performance in line with internal documented standards.
• Use a range of management information and observations to review performance and set clear expectations, documenting this clearly to track on going performance improvements.

Work in partnership with all stakeholders

• Communicates clearly and confidently on a wide range of subjects to ensure messages and outcomes are understood clearly by all.
• Adapts communication style to interact with different audiences and situations.
• Manages the team in accordance with the company policy and procedures, including Partnership Agreements.
• Contribute positively to the planning, forecasting and the allocation of work to the team to ensure work is completed in line with published standards.

Enhances the customer experience through a culture of continuous improvement

• Creates an environment for the team to deliver outstanding service that makes it easy for our customers to do business with us, in line with published service levels and agreement, utilising feedback and management information to improve the customer experience.
• Facilitates and leads an environment where people can raise ideas to continuously improve the way we do things and supports/leads these through to project implementation.

Regulatory and operational risk

• Proactively ensures compliance with internal policies and controls within their team to minimise risks
• Timely completion of risk controls each month, raising ad hoc risks and issues and ensuring any on-going issues are on track and up to date.
• Ensures the completion of all mandatory learning before established deadlines.

Self-Development

• Proactively manages their own personal development in order to reach their potential
• Deputise for their line manager when required.

• Previous management experience ideally required
• Evidence the ability to coach individuals and develop performance
• Have a good understanding of managing service level agreements
• Be able to deliver against objectives and KPI’s
• Enthusiastic, self-motivated individual who uses their own initiative
• Takes pride in delivering expected outcomes
• Ability to thrive in a team environment
• Effective communication skills
• Able to understand and interpret a range of MI
• Embraces, owns and leads change
• Ability to work in a fast paced environment
• Open to working flexible shift patterns
• Problem solving and decision making skills
• Able to plan and organise their time and workflow
• Understanding of HR policies and procedures
• Knowledge of product, system and processes used with the respective business area
• Regulatory and operational risk awareness
• Awareness of business strategy
• Good level of knowledge and principles of Insurance
• Support and take ownership of complaints and escalations.
• Qualifications may be required.

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 22 days’ (with potential to rise to 26 days) holiday, discretionary performance related bonuses, paid overtime, a variety of share schemes, discounts at both a huge range of high street stores and our own great products, your hard work will be rewarded when you join us.

For further information, please contact Christine.Mitchell@landg.com

Working patterns for the area are a 35 hour week, Monday to Friday, between 8am and 6pm