Tell us a little bit about yourself, Anne.

I’ve worked for Royal London for 16 years as a Team Manager in the Protection New Business team which is part of Group Operations. I’m currently based in the Glasgow office.


What does your job involve day-to-day?

I manage a team of Medical Underwriters and Case Managers supporting them to look after our customers who are financial advisers. A typical day is to check what resource I have then. meet with the other leaders to agree how we share resource, who has the greatest need and how we can juggle skillsets between teams. This helps us make sure we’re all working together to achieve the one goal which is to follow the right risk processes and accept new customers. I have a daily huddle with the team to check in on their wellbeing and make sure they’re ready and set up for a successful day. This gives us an opportunity to shout out if anyone needs help or has capacity to support others. We also use this valuable time to have a chat and a laugh, as the brighter we feel, the more we achieve as our mood flows to our customers.

How do you help Royal London to fulfil its Purpose?

Our customers needed us more than ever during the pandemic and put their trust in us to make sure we look after them in their time of need. This does not always mean making a quick decision but making the right one, and through valuable relationships with our advisers they trust our Purpose to do this. A testament of getting this right for our customers is through the numerous pieces of positive feedback we receive.

Tell us why you’re proud to work at Royal London.

I’m proud to be part of the journey that makes sure we look after our vulnerable customers at their time of need in the moment of truth when they have a claim.