Case Study: Legal & General achieves 23.7 FTE savings and improved operational efficiency with Verint Systems' Operations Manager

Legal & General Optimises Back-Office Resources to Meet Customer Demand with Verint

Legal & General (L&G), a top-20 global asset manager and the UK’s largest individual life assurance provider with over £1 trillion in assets, deployed Verint Operations Manager across 2,600 users. Its workflow optimisation team (supporting ~1,500 users) faced uneven adoption, incomplete data for capacity planning, and inconsistent controls that limited the organisation’s ability to meet KPIs and realise an expected 18 FTE benefit.

L&G expanded Verint usage—adding email integration, file import, actual attendance and task-time capture—while introducing a time-capture methodology, best-practice recommendations, dedicated training and customised reports to strengthen governance and workflows. The programme delivered 23.7 FTE savings in year one (vs. 18 planned), created a projected 30 FTE pipeline for year two, met KPI targets in supported areas and generated broader demand to extend the model across the business.

Legal & General

Tom Duffy

Operational Planning Team