Quality Assurance 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 looking for a Quality Assurance Manager to join us. We're looking for someone who will lead and modernise Quality Assurance across Customer Operations. This is a newly created leadership role, giving you the opportunity to shape how QA works across the business, support strong customer outcomes and help the team move through an important period of change. You’ll be joining at a time where there is real opportunity to improve processes, use data more effectively and explore how technology, automation and AI can make QA more efficient and insightful. You’ll be leading a QA team, working closely with senior stakeholders across operations, risk, compliance, change and technology, and helping to build a modern, consistent and customer-focused QA approach. This is a hybrid role, working 35 hours per week, with 50% of your time based in our Cardiff office and 50% working from home. What you'll be doing: Leading, supporting and developing the QA team through change Shaping and embedding a modern QA framework across Customer Operations Overseeing QA activity to help deliver consistent customer outcomes Using QA insight, complaints, risk themes and operational data to identify improvements Working with stakeholders across operations, risk, compliance, change and technology Identifying opportunities to automate, simplify and improve QA processes Supporting projects and changes through a quality, risk and customer outcome lens Building team capability, confidence and engagement through new ways of working Who we're looking for: Proven experience leading a QA function or operational team in a quality-focused environment (essential) Experience improving or transforming QA processes, ideally through technology, automation or process change (essential) Strong understanding of QA methodologies, quality frameworks, operational risk and customer outcomes (essential) Confidence influencing stakeholders and turning insight into practical action Experience leading teams through change with clarity, empathy and accountability Ability to use data, complaints insight and risk themes to find root causes and improvement opportunities Financial services or regulated environment experience would be helpful, but is not essential A recognised QA, Lean/Six Sigma, Agile, data analytics or transformation qualification would be beneficial, but is not required 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 many discounts we offer – both for our own products and at a range of high street stores and online We’re creating net‑zero carbon workplaces by 2030 by investing in our sustainable, modern offices across the UK, all designed to bring people together and elevate the in‑person experience 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 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.