Sensitive Claims - Team Manager

Legal & General (L&G) is a leading UK financial services group and major global investor, safeguarding people’s financial futures since 1836. We build a better society, improve lives of customers and create value for shareholders. L&G Institutional Retirement looks after around 700,000 institutional customers, operating continuously in the UK market since 1987. We are the UK’s longest-running insurer and longest-serving active bulk annuity provider.

We’re looking for a Team Manager to join the Sensitive Claims team within our award‑winning Institutional Retirement business.

What you’ll be doing:

• Leading and motivating a team of claims administrators to deliver excellent service to members and representatives
• Overseeing the allocation and completion of work, ensuring accuracy, efficiency and alignment with relevant legislation & guidelines
• Managing and developing risk controls, processes and documentation across the retirement claims lifecycle
• Acting as a technical expert on Defined Benefit pension administration and supporting colleagues with complex queries
• Reviewing and overseeing pension quotation checks, including manual calculations where required
• Maintaining robust audit trails and ensuring processes support consistency, compliance and good customer outcomes
• Analysing customer feedback and identifying opportunities to improve service and outcomes
• Embedding Consumer Duty principles in daily team activity, ensuring awareness of vulnerabilities and fair customer treatment

Qualifications Who we’re looking for:

• Experience of leading and developing teams – ideally within a pensions‑related environment, but at least within financial services
• Strong understanding of the administration of Defined Benefit pension schemes
• Ability to interpret legislation, regulatory requirements and HMRC guidance in a practical, customer‑focused way
• Excellent attention to detail and confidence working with complex calculations or technical information
• Strong communication and stakeholder management skills, with a collaborative approach
• A proactive mindset, with the ability to identify risks and process improvements to enhance service delivery
• Commitment to delivering great outcomes, acting with integrity, care and diligence
• Willingness to work towards required qualifications (CII CF1 and FA2) and overseer sign‑off within two years

Benefits

• Opportunity to participate in our annual, performance‑related bonus plan and valuable share schemes
• Generous pension contribution
• Life assurance
• Healthcare plan
• At least 25 days holiday, plus public holidays, 26 days after 2 years’ service, with option to buy and sell holiday
• Competitive family leave
• Participation in our electric car scheme – option to hire a brand‑new electric car through tax‑efficient salary sacrifice
• Discounts on our own products and at a range of high street stores and online
• Well‑designed workspaces that support collaboration and wellbeing

At L&G, we believe it’s possible to generate positive returns today while building 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, we care about your future and wellbeing and support career development and excellence. We care passionately about outcomes rather than attendance and are open to flexible working options including part‑time, term‑time and job shares. Some roles are limited for customer demand but we accommodate requests when we can. If you don’t meet every criterion, consider what you excel at and what strengths, potential and connection to our purpose you bring.