Today, Royal London has over £114 billion of funds under management, and around 3,500 employees working in six offices across the UK and Ireland. We've worked hard to become experts in our specialist markets, building a trusted brand - and our teams have plenty of awards to show for it. Whatever team you're interested in joining and whatever role you play, we'll help you to make a difference.
Group Operations sits at the heart of Royal London. As a team, our purpose is to consistently deliver great outcomes for our customers and partners. Through 2019 and into 2020 we're focusing all of our efforts on putting our customers first.
We are now seeking an experienced Team Manager to join our Group Customer Service Team to lead, develop, engage and inspire colleagues. Your role will be about supporting frontline colleagues who service our Pension Retirements groups and at any point across the full customer lifecycle (from on-boarding through general servicing through customer relations and across any GCS support functions).
What will you be doing
•Managing workflows & demand and ensuring that productivity and efficiency levels are met
•Directing and driving a continuous improvement culture within the team, focused on improving processes and outcomes and challenging processes and policies where they impact the ability to service customers efficiently and effectively
•Supporting implementation of operational change and delivery of identified and targeted benefits
•Coaching, developing and supporting individuals to deliver the best outcomes for customers in an effective and efficient way
•Team planning and priority setting including planning & forecasting of resources and demand where required
•Manage the performance of individuals through active objective setting and regular performance review
What we're looking for
•Demonstrable evidence in leading and engaging people in direct / indirect customer facing teams on vision, purpose and delivering value to customers
•Excellent understanding of customers, what matters to them and how we communicate to meet their needs
•Proven capabilities in driving continuous improvement, encouraging ideas and Treating Customers Fairly Outcomes
•Proven experience in managing change and a changing environment (processes, procedures, technologies and business systems etc.) within a team management context/environment
•A broad knowledge of the financial services industry and the legislative / regulatory framework, ideally within Pensions
Skills that will help you in the role
•Pro-active, personal drive and enthusiastic with strong planning, organisation and administration skills
•Proven relationship building and influencing skills demonstrated through stakeholder management
•Proven ability to manage in dynamic, high-growth, high-uncertainty environments
•Able to manage conflict in a balanced manner
•Ability to self-manage, organise and prioritise workload
What we offer
•We've always been proud to reward employees by offering a number of benefits
such as Pensions and Protection, Performance and role-related benefits, Lifestyle and Wellbeing
•Our culture comes from within, or to put it another way, it comes from our people. It's what makes Royal London a great place to work.
•Our People Promise is something we live up to every day. We know we can rely on you, and you can expect plenty from us in return.
•Glassdoor have ranked as among the best places to work and this year we entered the top 10
We are an equal opportunities employer. We work hard to attract the best talent for our award-winning team. We believe that embracing difference makes us stronger. Our diverse people bring us different skills - whatever their educational background, disability, gender, age, sexual orientation, race, religion or belief.
In fact, the first pillar of our People Promise is designed to make sure you 'work somewhere inclusive'. We want to live up to this promise; it's good for our people and good for our customers too, because our workforce should reflect our communities.