Customer Solutions Manager - Private Banking Products

JOB TITLE: Customer Solutions Manager - Private Banking Products

SALARY: £57,546 - £63,940

HOURS: Full time

LOCATION(S): Birmingham, Edinburgh, Leeds & London

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites.

About this opportunity

Everyday Banking is the at the heart of LBGs growth strategy, supporting our mission to provide the best products for our UK customers and to grow relationships of the bank.

We're redefining our team to work closely alongside our Platform teams focusing more on delivering customer solutions and better customer connections faster to deliver mobile first products, serving the needs of our customers faster.

Our agile team is fast paced, focused, and fun; achieving success by empowering you to make decisions quickly, working together across our different teams to solve problems faster and with less bureaucracy getting in the way, we’re equipped with better tools to work more efficiently.

We’re heavily investing in our Everyday Banking Products and teams and have created brand-new roles to support our UK Private Banking Business. We’re seeking individuals who’ll continue to lead on solving customer and commercial problems and deliver our purpose of Helping Britain Prosper. And that’s why we need someone special!

Our culture is key. So, we want someone who is open, collaborative, driven, with a commercial and agile mentality, who can lead a diverse team whilst having fun along the way.

The Private Banking Customer Solutions Manager is a key leadership role that works in partnership with the Senior Manager to deliver the commercial results of the organisation driven by our products and balances; ensuring good customer outcomes for the customers; support risk decisions related to regulatory compliance; the delivery of customer led experiences, products and solutions in partnership with the platform and product teams. We have an ambitious set of targets in 2025 to deliver and hope that you can support us.

Key responsibilities

• Support the commercial objects of the Private Banking Business.

• Collaborate with the Senior Manager Customer Solutions & UK Private Banking business to develop, shape and deliver the commercial objectives, setting stretching P&L goals, managing performance and leading major strategic change from inception to execution.

• Take ownership of risk decisions, demonstrating regulatory expertise to ensure that our products align with regulations like the Consumer Duty.

• Maintain a strong risk management system, assessing and mitigating risks in alignment with Group's policies and legal obligations.

• Ensure solutions are Digital First and personalised by implementing the Consumer Relationships strategy.

• Understand the product market, demonstrating clear understanding of customer, market, conduct, regulatory and competitor trends.

• Drive necessary product changes to achieve commercial goals.

• Partnering with Mass Affluent Propositions to deliver product solutions for our customers, that meet the commercial and customer needs prioritised.

• Supporting the Senior Manager to set the product strategy and vision

• Contribute to a culture of active learning and upskilling of self and team through collaboration, coaching and regular exchange of feedback.

• Drive successful outcomes by delivering performance objectives, providing feedback, coaching and promoting effective collaboration within the team.

About us

We’re on an exciting journey to transform our Group and the way we’re shaping finance for good. We’re focusing on the future, investing in our technologies, workplaces, and colleagues to make our Group a great place for everyone. Including you.

What you’ll need

We’ll be looking for these skills and experiences. But we know careers, like life, don’t always go in a straight line. So, if you don’t have some of these but think you’ve got what it takes, get in touch. We’re hiring for outlook, experience, and expertise in equal measure.

• You’ll be Customer Centric - Promoting value of customer outcomes with team and peers and ensuring work efforts achieve these. Anticipating customers' needs and using customer insights to present targeted, integrated, and outcome-focused solutions and opportunities. Leading cross-functional teams to apply the customer-centric product mentality, ensuring quality performance and innovation to deliver successful products.

• You’ll be Commercially Driven - Robust and committed focus on business performance ensuring our products meet our customers’ needs and support our growth strategy and business objective to build deep customer relationships.

• You’ll understand our Control and Regulatory environment - Understanding the regulatory environment and applies knowledge of the relevant rules to their product decisions. Ensuring we deliver great customer outcomes that meet with regulatory requirements. Identifying, measuring, managing, monitoring, & reporting on risks.

• You’ll have a Product Innovation & Development mentality– Applying the relevant customer, business and market analysis methodology to understand the customer and market landscape and translate the understanding into new and innovative product ideas. Uses varied experience to support the product to delivery and market.

• You’ll be Product Delivery focused – Defining the product roadmap and managing end-to-end product development. Using your varied experience to drive the design and development team to deliver quality product at pace.

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’re committed to creating a consciously inclusive workplace where our colleagues can be themselves, thrive and perform at their best.

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.

As an inclusive employer, we offer Workplace Adjustments for colleagues with a disability (which may include long-term health and neurodivergent conditions) where it is reasonable to do so. This could include flexibility with regards to office attendance, location, and working pattern.

We are proud to be a Disability Confident Leader. If you have a disability, you can also apply via our Disability Confident Scheme (DCS). Through the DCS, we guarantee to interview a fair and proportionate number of applicants with a disability, whose application meets the minimum criteria for the advertised job role.

We also provide adjustments that are reasonable throughout the recruitment process to reduce or remove barriers for applicants with a disability, long-term health condition or neurodivergent condition. If you’d like an adjustment to the recruitment process 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

If you’re excited by the thought of becoming part of our team, get in touch! We’d love to hear from you!