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Senior Manager Customer Solutions

Employer
Lloyds Banking Group
Location
London, United Kingdom
Salary
Competitive
Closing date
31 May 2024

Job Details

End Date
Sunday 02 June 2024

Salary Range
£86,964 - £102,310

We support flexible working - click here for more information on flexible working options

Flexible Working Options
Hybrid Working, Job Share

Job Description Summary
Everyday Banking is the at the heart of our growth strategy with our Current Account and Overdrafts, Savings and Payments products 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.

Job Description

Job title: Senior Manager Customer Solutions

SALARY: £73,262 + (depending on location)

LOCATION(S): London, Bristol, Manchester, Edinburgh or Leeds

HOURS: Full time

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



About this opportunity


Everyday Banking is the at the heart of our growth strategy with our Current Account and Overdrafts, Savings and Payments products 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.

The Senior Manager Customer Solutions is a key leadership role that works in partnership with the Head of Customer Solutions to deliver the commercial results of the organisation driven by our products and balances; ensuring good customer outcomes for the customers who experience our products; oversee risk decisions related to regulatory compliance; the delivery of customer led experiences, products and solutions in partnership with the platform and product owners.

This role reports into our Heads of Customer Solutions, and we have vacancies supporting our Overdrafts and Savings teams to:
  • Deliver the commercial revenue and product budget targets.
  • Deliver the customer volume targets.
  • Collaborate with the Head of Customer Solutions to develop, shape and deliver the commercial objectives for the business, setting stretching P&L goals, managing performance and leading major strategic change from inception to execution.
  • Take ownership of risk decisions, using deep regulatory knowledge to ensure that our products comply with regulations like the Consumer Duty.
  • Accountable for an effective system of risk management and internal controls to identify, assess, monitor, control and mitigate risks to the Group in line with risk appetite, including adherence to the Group’s policies, procedures, statutory and regulatory responsibilities, and fully satisfy legal and regulatory requirements.
  • Ensure solutions are mobile first, personalised and make valuable contributions by implementing the Consumer Relationships strategy.




About us


Join us and, as well as making a difference to customers, you’ll enjoy a fulfilling career where you’re free to be yourself. Great colleagues, transforming workspaces, hybrid working and a wide variety of career opportunities - you’ll find them all here.



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 attitude, 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 approach, 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 role and purpose of regulation and applying appropriate understanding of relevant regulations to product decisions. Taking and owning risks via commercial activities across all risk types. Embedding risk management in the team, with a strong understanding of inherent risk and appropriate controls to mitigate risk.
  • You’ll have a Product Innovation & Development mentality - Anticipating future industry trends and analysing data to develop vision, strategy and goals for new innovative products. Using technology innovations to develop products effectively and efficiently.
  • You’ll be Product Delivery focused - Using your varied experience to plan and manage the budget and resources and optimise the delivery of great products that continuously create new value to the users.
  • You’ll be a People Leader - Inspiring, empowering and inclusive to lead your teams through change and provide the stretch, coaching, feedback and development to create a phenomenal environment to come to work.




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


Want to do amazing work, that’s interesting and makes a difference to millions of people? Join our journey.

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.

We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person.

We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.

Company

We’re creating an organisation that attracts, retains and develops the best talent in the industry, and one that openly embraces diversity too. But more than that – we want to be a great place to work.

We invest in our people, offering the best training and coaching, and by encouraging them to contribute to our leading corporate and social responsibility practices.

We offer flexible working hours and days, under our Work Options scheme. This means that you can have a challenging and rewarding career, and still have an ideal work/life balance.

Flexible working is at the heart of our strategy. We’re re-imagining where, when, and how our people work, with new approaches designed to meet the ever-changing needs of customers and colleagues. These include increasing our use of remote-working tools and technology, as well as placing less reliance on a 9-to-5 mindset. For many of our office-based colleagues, we work in hybrid ways which involves spending at least two days per week or 40% of their time at one of our office sites.

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