Team Manager - IWCOO Workplace Pensions

  • Lloyds Banking Group
  • Full Time
  • Edinburgh
Lloyds Banking Group

Job Description



End Date

Friday 26 November 2021

Salary Range

£28,332 - £36,770

We support agile working click here for more information on agile working options.

Agile Working Options

Other Agile Working Arrangements / Open to Discussion

Job Description Summary

At Scottish Widows we're being driven by a clear purpose to Help Britain recover, then prosper - together we can make it possible.Our Chief Operating Office provides critical services to millions of the Group’s Life, Pensions and Investments (LP&I), General Insurance (GI) and Wealth customers. We support their Insurance and Wealth needs, whatever they are.Delivering outstanding customer service is at the centre of our success and 350 year history...and you could play a meaningful part of this.We're currently looking for Team Managers to join our Workplace Pensions team. We're looking for professionals who have the ability and drive to influence advocacy, confidence and trust from our customers.Our team, for the most part, are currently working from home. We do, however, expect to return to the office in some capacity going into 2022, subject to government and Group guidelines.Cash-wise we can offer between £34,416 and £38,240 (depending on experience levels and hours) which is made up of basic salary and a 4% flexible cash pot that can be taken as cash or spent on wider benefits, plus potential opportunity to secure a 10% on track bonus.Additionally our employee benefits package will give you a wide range of options including private healthcare, share schemes, retail discounts etc. You can even choose to buy or sell holidays - everything is geared to suit your lifestyle!And this is on top of investing in your future through generous pensions, share schemes and much more.But we also care about our colleagues - career development, flexible working and the option to give a community day to support local initiatives all making a genuine difference.Our 300+ strong team of front and back office contact centre colleagues, based in Edinburgh, provide dedicated, end to end support to Members, Employers and Advisers of active, Scottish Widows Workplace Pension schemes. We're undergoing a significant transformation, which, this year, will see us undertake a large-scale platform migration, to align to our Scottish Widows Workplace Savings (SWWS) business, based in Gloucester.There has never been a more exciting time to work in the Workplace team! Can you take a leading role in safely supporting our colleagues and customers through this period of change? If so, this could be the role for you.This role is SMCR certified. If successful, you'll need to pass SMCR vetting prior to starting in role and complete all certification aspects while in role.

Job Description

You will:

  • Be responsible for leading a blended (telephony, digital & administration) operational team who complete a broad range of complex processes and service to our Workplace Pension customers.

  • Provide a high quality service by leading and developing a team who support stakeholders by living the Lloyds Banking Group values to ensure we're Helping Britain Prosper.

  • Improve customer satisfaction through the delivery of an effective, customer-orientated service where robust governance & risk management is in place to minimise reputational & financial loss.

  • Inspire and empower individuals by providing effective coaching, performance management, quality checking and complaints resolution activities.

  • Lead by example to deliver on expectations, develop and continuously strive to be your best.

  • Empower your team to deliver in line with agreed customer centric measures and utilising available resource. Additionally you may be required to build and manage relationships with offshore colleagues and stakeholders.

Key Accountabilities:

  • Delivers specified outcomes and/or provides support services by working within established audit control systems.

  • Personally meets customer needs related to standard products and services and/or supervises a team of customer advisors.

  • Supervises a significant customer service team or unit delivering activities to meet customer service standards while contributes to the establishment and implementation of these services standards.

  • Grows own capabilities by pursuing and investing in personal development opportunities and develops the capabilities of direct reports within existing development framework; provides specialised training or coaching in area of expertise to others throughout the organisation.

  • Identifies shortcomings in existing processes, systems and procedures, then uses established change management programmes to deliver prescribed outcomes and/or provide support services.

  • Delivers outcomes by leading others and within an established project management plan.

  • Sets short term objectives and helps manage the performance of colleagues within performance management systems.

  • Plans and coordinates testing and inspection of products and processes, then implements and monitors the effectiveness of corrective actions and/or continuous improvement initiatives.

  • Keeps track of risk parameters and identifies and reports any major deviation to more senior colleagues.

  • Achieves planned commitments by developing short-term and/or medium-term work schedules.

We're passionate about diversity and equal opportunity with industry recognition across gender, ethnicity, disability, LGBTQ+ and families. Just let us know if you need any reasonable adjustments made to our recruitment processes, we'd be happy to accommodate them...

So if a fresh start with us appeals then get in touch and apply today, we'd love to hear from you.

This role is considered Certified under the Senior Manager and Certification Regime as either requiring mandatory qualifications or being deemed as a role capable of providing ‘significant harm’ to customers. Due to this, successful candidates and will be subject to enhanced levels of vetting, and required to complete a fitness and propriety attestation on commencement in role. Colleagues performing this role will be required to be complete a fitness and propriety attestation on an annual basis and will also be subject to additional routine criminal and credit checks

As a certified colleague your details will be published on the FCA’s Financial Services Register

This role has been identified as a Functions requiring qualifications under SYSC 27.8.10R as defined in the FCA Handbook.(1) Each function involving an activity for which there is a qualification requirement as specified in TC App 1.1.1R (Activities and Products/Sectors to which TC applies) is an FCA certification function.(2) A person performs the FCA certification function in this rule even if: (a) the time period within which the person must have obtained the qualification requirement has not yet expired; or (b) the person is exempt from the qualification requirement.

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain recover. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.

We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.

Apply now

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