Customer Payroll Service Manager

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. 

Who we are 

Our Retail business supports customers throughout their lives, to help them save, plan, protect and enjoy retirement.

We’re a leading provider of retirement and protection solutions. We aim to support our c.12.8 million policyholders and workplace members throughout their lifelong financial journeys. 

We focus on helping the customers of today and tomorrow achieve better long-term outcomes. We either talk with them directly or work with intermediaries and employers to meet their needs. We use the latest technology to connect with them quickly, efficiently and wherever possible in highly personalised ways. 

We’re recruiting for a Customer Payroll Service Manager to join us. We’re offering a competitive base salary. 

Our customers sit at the heart of everything we do, and our Customer Payroll team plays a vital role in ensuring they receive accurate and timely payments. We’re looking for a Customer Payroll Service Manager to lead our payroll service delivery, support our people, and help us continue delivering an exceptional and reliable experience for every customer. If you’re passionate about operational excellence, developing others, and driving positive outcomes, we’d love to hear from you.

What you'll be doing:

• Overseeing end‑to‑end customer payroll payments and HMRC reporting with strong quality and control measures
• Leading, coaching and developing payroll team leaders and colleagues to build a high‑performing, customer‑focused culture
• Managing escalations by investigating complex queries, identifying root causes and driving improvements
• Guiding teams through process changes, documenting procedures and supporting training and knowledge sharing
• Partnering across payroll teams (systems, SMEs, governance) to ensure consistent standards and operational excellence
• Identifying and driving continuous improvement initiatives across processes and ways of working
• Embedding Consumer Duty principles into daily operations to deliver good customer outcomes
• Managing people responsibilities in line with company policies and agreements to support consistent delivery

Who we're looking for:

• Experience in a payroll, pensions or financial operations environment, 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, both 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

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.