Job Description
Contract Type: Permanent
Location: Alderley Park
Working style: Hybrid 50% home/office based
To help us manage applications effectively, we reserve the right to close this vacancy early once we have received a high number of applications or identified enough suitable candidates for the next stage of the process. We encourgage you to apply as early as you can.
This is an exciting opportunity to join Royal London as a Customer Operations Service and Reporting Lead within the Customer Operations Transformation & Performance team.
Sitting at the heart of Customer Operations, you will develop a deep understanding of service performance, transformation activity and customer outcomes, translating complex information into clear and compelling reporting.
You will help ensure Customer Operations is represented consistently and credibly across senior leadership, executive committees and governance forums, supporting informed decisions and better customer outcomes.
About the role
Own and shape the Customer Operations service narrative across reporting, governance papers and executive updates.
Produce high-quality Board, Executive and Committee papers that support informed decision-making.
Partner with senior stakeholders to provide insight into service performance, operational priorities and customer outcomes.
Coordinate governance cycles, ensuring deadlines are met and information flows effectively across Customer Operations, COO and Group forums.
Connect data, performance and customer outcomes to create clear and meaningful business narratives.
Identify opportunities to improve reporting, governance processes and management information flows.
About you
Experience producing senior-level reports, governance papers or executive communications.
Strong written communication and storytelling skills, with the ability to turn complex information into clear, compelling outputs.
Excellent planning, organisation and stakeholder management skills, with confidence operating with senior stakeholders.
An analytical mindset and the ability to connect data, service performance and customer outcomes.
Experience managing multiple priorities, coordinating deadlines and delivering high-quality work at pace.
A proactive, hands-on approach, with the confidence to influence discussions and provide constructive challenge.
If you feel you’d be a great fit for Royal London but don’t meet every requirement, we’d still love to hear from you. Research shows some candidates are less likely to apply unless they meet 100% of the criteria - if you meet most requirements and are keen to learn, we encourage you to apply!
About Royal London
We’re the UK’s largest mutual life, pensions and investment company, offering protection, long-term savings and asset management products and services.
Our People Promise is that everyone will work somewhere inclusive, responsible, enjoyable and fulfilling. This is underpinned by our Spirit of Royal London values: Empowered, Trustworthy, Collaborate and Achieve.
We offer benefits including 28 days’ annual leave in addition to bank holidays, an up to 14% employer-matching pension scheme and private medical insurance. You can see all our benefits here - Our Benefits.
Inclusion, diversity and belonging
We’re an inclusive employer. We celebrate and value different backgrounds and cultures. Our diverse people and perspectives provide a range of recognised and respected skills, whatever their background.
We’re the UK’s largest mutual life, pensions and investment company, offering protection, long-term savings and asset management products and services.
Royal London is a purpose-driven mutual. Our Purpose, ‘Protecting today, investing in tomorrow. Together we are mutually responsible’, defines the impact we want to have. It shapes what we do on behalf of our members and customers, financial advisers, our colleagues and the communities in which we operate. Our People Promise is our collective commitment that our workplace will be inclusive, responsible, enjoyable and fulfilling where all colleagues can thrive and experience a sense of belonging. This is underpinned by our Spirit of Royal London values; Empowered, Trustworthy, Collaborate, Achieve.
Our inclusive values and people promise are core to who we are and how we work. It’s good for our people, and good for our customers too, because with an inclusive workplace and a diverse workforce we will reflect our members, customers and communities to deliver the best outcomes.
We celebrate and value different backgrounds and cultures across our organisation. Our diverse people and perspectives give us a range of skills which are recognised and respected– whatever their background.
Workplace Initiatives
Program for parents returning to work after Parental Leave? |
No |
Leadership development programmes? |
Yes |
Mentoring programmes? |
Yes |
Coaching programmes? |
Yes |
Employee-led diversity networks? |
Yes |
Internal women’s networking groups? |
Yes |
Open to discussing flexible work arrangements at interview stage? |
Yes |
No. of weeks paid maternity leave at full salary: |
26 weeks (followed by 13 weeks half pay) |
Minimum weeks tenure required to be eligible for paid maternity leave: |
Open to all regardless of length of service |
No. of weeks paid paternity leave at full salary: |
4 weeks |
Minimum tenure required to be eligible for paid paternity leave: |
Open to all regardless of length of service |
Gender pay gap reporting information 2022: |
|
Mean pay gap: |
35.3% |
Median pay gap: |
33.9% |
Mean bonus gap: |
70.4% |
Median bonus gap: |
48.5% |
Signatory of the UK Women in Finance Charter? |
Yes |
Targets to raise the number of women in leadership? |
Yes |
Targets to raise the number of BAME individuals in leadership? |
No |
Listed in the Bloomberg Diversity & Inclusion Index? |
No |
Graduate Programmes
We have a number of graduate programmes designed to deliver technical experts and future leaders.
Royal London Career Confidence programme
Our hybrid programme focuses on equipping you to feel empowered in your career and supported to explore new opportunities as they arise.
Apprenticeships
We offer a wide range of Apprenticeships that are targeted at both new joiners and existing colleagues.
Inclusion
We promote an inclusive culture at Royal London and have a range of inclusion networks for our colleagues to get involved with.
Our Women's Network is a community that celebrates and supports its members, helps everyone to learn more and inspires all of us to aim higher. Confidence and development are strong themes here and our events focus on three key areas of team working, finance, and wellbeing. There are two sub-groups to the Women’s Network – Women in Technology and our Periods and Menopause Group – focused on actions such as supporting over 20 new Periods and Menopause champions and launching guidance and training for leaders.