A fantastic new opportunity to join the Legal & General team as a Service Delivery Manager, lead a group of Team Managers and an extended team of up to 120 Customer Service Consultants.

The successful candidate will lead, motivate and coach the team by being a visible leader - focused on delivery and people to drive the right outcomes and results. 

• To lead a group of Team Managers and an extended team of up to 120 Customer Service Consultants to deliver to targets in the areas of service levels, 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 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.
• To understand the drivers of customer satisfaction and implement appropriate action plans, ensuring that all coaching and development activities take place and systematic issues are actioned by the appropriate teams.
• Support the establishment and embedding of a culture of continual improvement, to include key people metric measurements for people satisfaction driving appropriate plans and engaging your wider team.
• Support delivery of a customer and people focused culture and act as role model of the L&G behaviours, by demonstrating the ability to lead people through changes both in own area and wider business unit.
• Maintain strong risk mitigation and management control frameworks.
• Proactively drive down contact and failure demand within the business, working closely with the relevant project manager and Relationship Manager to implement robust change that results in significant reduction in repeat contact and waste.
• Deliver strong ease scores for both end customer and partners through process reengineering, innovation, coaching and flexing resource to meet demand.
• Build strong relationships with internal functions such Sales, Finance, Operational Planning and the distribution channels to ensure that the Customer Services operation continually evolves to meet the changing needs of our internal and external customers.
• Develop the capability of individuals through structured learning and development plans and strong performance management processes and solid succession plans. Recognise and develop future talent.
• Identify and implement sales and retention opportunities.
• Manage the team in accordance with the Company’s policies and procedures, including the Partnership Agreement, performance, attendance and conduct, so that the team’s business objectives are achieved consistently.

• Experience of leading Customer Service oriented contact centre or back office operation
• Evidenced delivery of material improvements in Customer Experience & Service metrics in highly regulated environment. Through the use of recognised Continuous Improvement methodologies.
• Demonstrate a high level of understanding of resource planning knowledge, being able to interpret resource plans and drive change
• Proven ability to lead and manage change in a fast paced organisation.
• Ability to demonstrate strong business commercial awareness
• Experience of managing large contact centre’s with a minimum of 100 FTE
• Understanding of Equality & Diversity and Discipline and Grievance policies. 
• Strong interpersonal skills and the ability to communicate effectively, in oral, presentational and written form, to a range of audiences.
• Able to travel occasionally across UK locations

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, 25 days' holiday (plus one day after two years), private medical insurance, performance related bonuses, 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 details about this role, please contact Helen Brockbank, Resourcing Lead - helen.brockbank@landg.com