Legal & General
Interim Contact Centre Performance Improvement - Protection Sales
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Interim Contact Centre Performance Improvement - Protection Sales
Location: Cardiff
Contract: 3 months
Work Setup: Hybrid - 2 days in the office
Who We Are
Legal & General is a leading UK financial services company offering insurance, pensions, investments, and retirement solutions, with a focus on innovation and responsible investing. The company fosters a collaborative, inclusive environment where employees can grow, make an impact, and be rewarded for their contributions.
What You'll Do
- Lead end-to-end reviews of the customer journey from referral receipt to policy completion, mapping processes and identifying pain points that affect conversion and experience.
- Analyse sales workflows, operating models and referral-to-allocation methods to identify inefficiencies, bottlenecks and opportunities to increase conversion and reduce cost per sale.
- Assess referral quality, lead allocation and contact strategies, and recommend optimisation tactics to maximise lead-to-sale conversion and improve agent productivity.
- Review sales performance metrics, management information and productivity measures to identify trends, set targets and inform continuous improvement initiatives.
- Evaluate telephony, CRM and supporting technology usage, recommending changes to drive effective utilisation, improve customer engagement and support regulatory compliance.
- Develop business cases, prioritised implementation plans and measurable success criteria, working collaboratively with operations, compliance, QA and stakeholders to ensure changes are practical and sustainable.
- Benchmark current performance against industry best practice, identify cost-reduction opportunities that preserve customer outcomes and compliance, and deliver actionable recommendations to enhance operational efficiency.
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What You Bring
- Experience redesigning operational processes using continuous improvement methodologies (e.g., Lean, Six Sigma) and delivering measurable improvements in performance and cost per sale.
- Proven track record leading high volume Financial Services contact centre operations, with hands on experience managing non advised sales teams for protection products.
- Direct experience managing teams handling referrals from mortgage or lending channels, preferably within a bank or insurer.
- Deep knowledge of protection insurance products and sales processes, with demonstrable success in improving conversion rates and customer outcomes.
- Strong understanding of FCA requirements, Consumer Duty and conduct risk as they apply to non advised insurance sales.
- Skilled at interpreting MI, dashboards and operational KPIs to identify trends, prioritise actions and drive business improvements.
- Excellent stakeholder management, influencing and change management skills, with proven ability to engage senior leaders and frontline managers.
Deliverables
- End-to-end operational review.
- Assessment of current sales effectiveness and conversion performance.
- Gap analysis against industry best practice.
- Recommendations to improve operational efficiency and reduce cost to serve.
- Opportunities to increase protection sales conversion from mortgage referrals.
- Prioritised implementation roadmap with expected commercial benefits.
- Executive presentation summarising findings, recommendations and measurable outcomes.
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Key Skills
- Contact Centre Management
- Sales Performance Improvement
- Operational Excellence
- Process Mapping & Optimisation
- Telephony Sales Leadership
- Financial Services & Insurance
- Performance Analytics
- Workforce Planning
- Cost Reduction & Efficiency
- Quality Assurance
- Coaching & Performance Management
- Continuous Improvement (Lean/Six Sigma principles desirable)
- Stakeholder Engagement
- Change Management
What's Next
If you are ready to take the next step, apply now! Successful applicants will be contacted directly by a recruiter to discuss the role more.
We are committed to creating an inclusive recruitment experience. If you require support or adjustments to the recruitment process, our Adjustment Concierge Service is here to help. Please feel free to contact us at adjustments@robertwalters.com to discuss how we can support you.
This position is being recruited on behalf of our client through our Outsourcing service line. Resource Solutions Limited, trading as Robert Walters, acts as an employment business and agency, partnering with top organizations to help them find the best talent. We welcome applications from all candidates and are committed to providing equal opportunities.
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