Customer Payroll Service Manager in Cardiff

Legal & General (L&G) is a leading UK financial services group and major global investor, safeguarding people’s financial futures since 1836 and building a better society for customers and shareholders.

We’re recruiting a Customer Payroll Service Manager to lead our payroll service delivery, support our people, and ensure accurate, timely payments for our customers. If you are passionate about operational excellence, developing others, and driving positive outcomes, we’d love to hear from you.

What you'll be doing:

• Oversee end‑to‑end customer payroll payments and HMRC reporting with strong quality and control measures.
• Lead, coach and develop payroll team leaders and colleagues to build a high‑performing, customer‑focused culture.
• Manage escalations by investigating complex queries, identifying root causes and driving improvements.
• Guide teams through process changes, document procedures and support training and knowledge sharing.
• Partner across payroll teams (systems, SMEs, governance) to ensure consistent standards and operational excellence.
• Identify and drive continuous improvement initiatives across processes and ways of working.
• Embed Consumer Duty principles into daily operations to deliver good customer outcomes.
• Manage people responsibilities in line with company policies and agreements to support consistent delivery.

Qualifications:

• Experience in payroll, pensions or financial operations, ideally customer‑centred and regulated.
• Strong leadership skills with the ability to motivate and develop individuals and teams.
• Confidence in managing complex queries, analysing issues and making informed decisions.
• Excellent communication skills, written and verbal, with the ability to influence and engage others.
• Strong organisational skills with the ability to prioritise effectively across multiple activities.
• A collaborative approach, acting as a supportive team member and strategic partner.
• Ability to interpret payroll or financial data, applying judgement and problem‑solving skills.
• Flexibility and a proactive mindset, comfortable adapting to change and supporting continuous improvement.

Benefits:

• Annual performance‑related bonus plan and share schemes.
• Generous pension contribution.
• Life assurance.
• Healthcare Plan (for permanent employees).
• At least 25 days holiday, plus public holidays; 26 days after 2 years’ service.
• Option to buy and sell holiday.
• Competitive family leave.
• Electric car scheme for permanent employees.
• Various discounts on L&G products and high‑street stores.
• Well‑designed workspaces that support collaboration and wellbeing.

We value a welcoming, inclusive culture and offer flexible working options including part‑time, term‑time and job shares where possible. If you don’t meet every criterion, please highlight your strengths and connection to our purpose.