Senior Quality Analyst

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 division provides pension risk transfer (PRT) solutions for UK and US defined benefit (DB) schemes, and reinsurance solutions from our global hub in Bermuda. We work with companies, DB pension schemes and their advisors to help them secure and protect scheme members’ retirement benefits. Joining us means you’ll support customers’ financial security in retirement; help companies to settle their pension liabilities and focus on growing their businesses; and enable investment for the long term to back our pension promises.

We are seeking a dedicated and detail-oriented Senior Quality Analyst to join our team within the UK PRT business area. This role is pivotal in ensuring the highest standards of quality and customer satisfaction. If you have a passion for quality assurance and a strong understanding of Defined Benefit Pensions, we would love to hear from you.

What you’ll be doing:

• Undertaking Quality Assurance assessments of individual performance and process risk to a consistently high standard
• Providing one-to-one coaching and feedback to team managers and team members based on QA results
• Assessing and analysing individual QA performance results and customer data sources to identify training gaps
• Reviewing and adapting the Quality Assurance strategy to maintain high standards across PRT CSS
• Testing and documenting all processes to ensure consistency and alignment with UK PRT requirements
• Maintaining a full audit trail of all data items and providing accurate performance improvement recommendations
• Keeping internal customers and relevant third parties updated on key information impacting their processing
• Supporting the ongoing development of the team by training less experienced members in new processes

Who we’re looking for:

• Strong understanding of Defined Benefit Pensions and PRT products and processes
• Knowledge of relevant legislation including GDPR, Money Laundering, Complaints, Treating Customers Fairly, and Breach guidelines
• Thorough understanding of the Quality Framework and risk management
• Highly customer-focused with excellent relationship management skills
• Ability to manage tight timescales and prioritise work effectively
• Clear written and verbal communication skills
• Proactive approach to providing a professional and impartial service
• Experience working with manual calculations as opposed to automated

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 (permanent employees only)
• 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 (permanent employees only)
• 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

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.