Our customers are at the heart of everything we do within LGRS and the Customer Payroll team is no exception. We process retirement payments to our customers, ensuring that all payments and deductions are paid accurately and on time. We have many daily and monthly payroll processes to ensure this, so we protect our customers from unnecessary hardship either due to incorrect or late payments, or inaccurate reporting that could affect customers in other ways. Processing of daily payroll reconciliations and exceptions - resolving where possible and escalating to payroll subject matter experts when needed, month end reconciliations and full Strategic Reconciliation Tool capability) and daily financial controls, checking funds have been allocated to customer cases and dealing with unallocated payments within the agreed service levels, taking every opportunity to delight the customer and ensuring the right outcomes is achieved, aligning to CS quality standards, regulatory requirements and L&Gs treating customers fairly policies. Completing these checks before payroll completes each day to ensure we operate within agreed accuracy KPIs.

We are currently working across two systems carrying out these checks and you will be integral to this, working as part of the small but strong operational team, carrying out these checks and balances across both live systems and working with wider project and support teams to resolve any challenges that occur. In addition to this you will carry out similar but more limited control processes on the test system we use in our significant project to migrate hundreds of thousands of customers onto our new platforms. You will also have the chance to get involved in other specific projects as and when time allows. You will have exposure to high volume processing and the latest innovations in payroll automation and pensions payroll software.

• Operational Delivery - assess received system generated reports (such as daily banking reports and fund movement reports) ensuring all minimum information requirements have been met, acting immediately on any outstanding information to ensure this is obtained from the relevant parties within agreed timescales and quality standards.
• Regulation - ensure all appropriate legislative, regulatory and internal process and procedure knowledge is developed and maintained within the team, identifying, reporting and resolving any breaches and ensuring that the correct checks are undertaken during our processes, not limited to: GDPR, Financial Crime, ITEPA (payroll), Pensions regulator
• Business knowledge - using your in depth knowledge of all retirement products and payment services, along with end to end processes, mentor and coach less experienced team members providing advice and guidance and technical input in order to improve understanding and job related skill.
• Role provides SME support for projects. In addition to the payroll operations and reconciliations of incoming and outgoing funds relating to the new business process, policies in payment and death claims, reporting into GFAS and handling customer calls, to support New & Existing Business operational teams.
• Complaints Management - maintain an up to date knowledge of complaints procedures: investigating where appropriate and resolving where possible including complex technical queries at point of early resolution, ensuring any complaints dealt with are logged correctly. Use root cause analysis to identify trends and take action to continually improve the customer experience.
• Project Support - provide SME support for projects (system, process, regulatory) and deliver business implementation activities such as changes to process within CSS, managing their impact on the internal customers and the end to end process.
• Recordkeeping - accurately record workflow on the appropriate system maintaining effectiveness and perform quality checking according to the prescribed QA framework for the role ensuring accurate management information.
• Process Improvement - identify areas of improvement and working within LGR processes and Agile framework to continually enhance the customer journey. Live the L&G behaviours, work together and with internal/external partners as a high performing team.

• Business Awareness
• Payroll and Pensions Industry Awareness
• Legal & General pension products serviced by the function, payroll processes, software & change management
• Payroll Regulatory/Risk
• Basics of processing payroll
• Experience in a similar environment working on pension payrolls (10,000+ volume) and reconciliations of payrolls on a B2c and B2b basis
• Analysis and interpretation of financial and technical payroll data for reconciliation and query resolution
• Initiative – Trouble shooting and issue resolution
• Communication at all levels
• Problem solving and decision making
• Planning/Organisation of payroll duties
• Strong team player
• Excel

When you commit to Legal & General, we’ll commit to you too. That means we’ll recognise and reward your hard work, your performance and your contribution.

If you join us, you’ll get access to some great benefits, including private medical insurance, at least 25 days holiday (excluding bank holidays), a generous pension scheme, life assurance, and Income Protection. You can participate in our electric car scheme, which offers employees the option to hire a brand new electric car through tax efficient salary sacrifice. We’re also proud to offer competitive family leave. 

You’ll have the opportunity to participate in our annual, performance-related bonus plan and valuable share schemes. And then there are the many discounts we offer that you can take advantage of – both for our own products and at a range of high street stores and online offerings.