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Job description

    Company Info

    Working here is about being there for our customers; we're available should the worst happen and we work together to enable social and financial equality across the UK. But it's also about you -how you develop and what you can achieve. We'll help your talent thrive in an environment where you'll be supported to work flexibly and autonomously, sharing in our success and rewarded for a great performance with a generous benefits package.

    Department Info

    With a team of over 400 people servicing over 2.8 million customers and over 13,000 corporate clients our Workplace DC Pensions business helps people plan and save for their retirement. Our vision is to be recognised through market leading customer engagement and digital innovation as the expert in helping customers achieve their long term saving goals and to be their employer's partner of choice.

    We're a trusting, enthusiastic and commercially ambitious business who really care about helping our customers save for their future. We value each other and take absolute pride in performing at our very best.

    We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, gender identity or age.

    Job Duties

    • To support and be the conduit between Workplace Distribution and Operations in delivering a high quality service to a portfolio of strategic clients across Own Trust, MasterTrust and Contract Based Schemes, ensuring the successful retention and growth of the DC portfolio in an efficient and profitable manner.
    • The role holder will ensure all planned annual and adhoc scheme events are scheduled in with all areas across DC with a particular emphasis on Operations and take the lead for these events ensuring their successful delivery and minimising errors. This will include, but not exclusively, close liaison with the Client Directors and across DC Operations and DC Client Communications.
    • The role holder will support (senior) Client Directors, Workplace Sales and Implementation at Client/Trustee meetings when required to lead on Operations performance and also proactively lead regular calls with Client/Trustees to monitor Operations delivery. Ensuring full monitoring and quality assurance is completed for all MI and reporting that is issued for their portfolio of clients, both for scheduled and adhoc meetings and requests.
    • The role holder will work with the Client Implementation Managers on new mandates and scheme conversions acting as the conduit between the project and Operations ensuring the appropriate processes are agreed and subsequently trained into the Operational Teams, this will include leading on the production of the scheme administration guide. The Client Portfolio Manager will play an active role including attendance at client implementation meetings when required.
    • The role holder will build strong working relationships across the DC business including the Client Relationship teams, Operational Heads of, Operational Team leaders, Scheme Owners and DC Communications teams to ensure a high quality service is provided to Clients within the appropriate risk, governance and compliance frameworks.
    • The role holder will analyse, manage and own any escalated issues or enquiries from their allocated portfolio of clients and take an active role in scheme specific issue resolution and scheme retention for other at risk clients by engaging with other teams in Operations. Fully resolving and responding to the client in a timely manner and to the level of quality that meets the clients expectations
    • The role holder will proactively look for opportunities to improve processes and efficiencies that will benefit clients, members and LGIM DC. Take responsibility to communicate these efficiencies and work across the teams to deliver them where appropriate.
    • Understand the commitments that are made about the level of service during the marketing and sales processes to ensure the Operations area is capable of meeting those expectations. The role will also involve keeping abreast of changes in the regulatory and legislative backdrop. This will also require the monitoring of general developments and innovations in UK pension, communication and investment provision and ensuring if this impacts clients that processes are updated appropriately.

    Skills Required

    • Professional qualifications in relation to the role are desirable for example PMI, Certificate in Financial Planning and/or any operational qualifications. Suitable relevant experience will also be considered.
    • Experience and knowledge of DC product solutions, administration and marketplace.
    • Corporate client relationship management experience from an operational perspective in a product provider, asset manager or EBC/significant intermediary.
    • Good understanding of operational processes, quality assurance and controls across Own Trust, MasterTrust and Contract based DC schemes.
    • Demonstrable communication skills - previous client facing meeting and experience at a senior level within significant employers and intermediaries/partners is a requirement. Ability to analyse data with an attention to detail and ability to embed, refine and followed operational processes and client requirements.
    • Ability to listen to client issues, understanding their challenges and working with the Operational, DC Communications and Reporting teams to address/resolve these issues.
    • Experience of engaging with all different levels within an organisation and leading the delivery of required actions from different colleagues across an organisation to ensure client expectations are met.


    Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 27 days' holiday,private medical insurance, performance related bonuses, a variety of share schemes, discounts at both a huge range of high street stores and our own great products, your hard work will be rewarded when you join us.

    For further details, please contact Helen Brockbank - Resourcing Lead - helen.brockbank@landg.com

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