Senior Manager, Automation & Development, Operational Effectiveness

JOB TITLE: Senior Manager, Automation & Development, Operational Effectiveness

SALARY: From £73,262

LOCATION(S): Belfast, Birmingham, Bristol, Cardiff, Chester, Edinburgh, Glasgow, Manchester, West Yorkshire (Halifax and Leeds)

HOURS: Full time

WORKING PATTERN: Hybrid, 40% (or two days) in an office site

About this opportunity

Across Consumer Relationships we’re committed to meeting our customers’ needs through innovative service solutions and strategic partnerships that deliver operational excellence.

The Operational Effectiveness team plays a vital role in delivering Lloyds Banking Group's vision of putting customers at the heart of everything we do, supporting the transition to a net zero carbon economy, taking care of vulnerable customers, and building the bank of the future.

We’re responsible for shaping the Consumer Relationships Chief Operating Office (CR COO) future service model. Working with internal and outsource partners to deliver seamless journeys and next generation digital solutions whilst maintaining a restless focus on exceptional customer service.

Additionally, you'll...

• Lead, organise and coach business unit and functional senior leaders on successfully integrating outsource providers to transform customer experiences

• Explore automation opportunities and ensure continued automation focus and return on investment is delivered via third-party suppliers

• Lead delivery of model office and proof of concept activity with strategic partners, shaping KPI’s, delivery mechanism and benefits

• Input into and shape contracts with third-party suppliers to ensure automation and customer journey improvement is a core priority

• Enable a high standard of service quality whilst driving operational efficiencies

• Drive a culture of operational excellence and continuous improvement across the Group and our third-party partners

• Lead team of colleagues, utilizing our leadership framework (4C’s) and Your Best principles to drive development and create a culture of safety and support

About us

If you think all banks are the same, you’d be wrong. We’re an innovative, fast-changing business that’s shaping finance as a force for good. A bank that’s empowering its people to innovate, explore possibilities and grow with purpose.

What you’ll need

Are you passionate about delivering service excellence and putting the customer at the heart of what we do? If yes, we value the following –

• A digital first approach and an endless curiosity to explore, understand and implement new and emerging technologies

• Experience of owning the set-up, build, run, and transformation of processes and customer services with outsource providers, on behalf of a business area.

• Excellent operational leadership skills with a strong understanding of Agile methodology and a track record of integrating digital and automation capabilities into operational and functional teams.

• Tight-knit collaboration skills with a capability to engage and influence senior executives and key decision makers.

• Familiarity with the UK financial services and supplier sectors, including industry trends, competitive dynamics, and new technologies

• Strong business and commercial understanding with a focus on service, cost reduction, and benefits

• Strong risk management capabilities

About working for us

Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms.

We want our people to feel that they belong and can be their best, regardless of background, identity or culture.

We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative.

And it’s why we especially welcome applications from under-represented groups.

We’re disability confident. So, if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%

• An annual bonus award, subject to Group performance

• Share schemes including free shares

• Benefits you can adapt to your lifestyle, such as discounted shopping

• 30 days’ holiday, with bank holidays on top

• A range of wellbeing initiatives and generous parental leave policies

Ready for a career where you can have a positive impact as you learn, grow and thrive? Apply today and find out more.