An inspirational and empowering senior leader who motivates teams to Help Britain prosper by providing an excellent customer experience and compliantly meeting customer financial and service needs,. Expertly manages business efficiency and costs. Key responsibilities include the design, implementation and embedding for Service and Operational Excellence for BCB, to focus on a holistic technology-enabled digitisation, automation to deliver value to our customers. Accountable for leading the strategic direction of streamlining, digitising and automating manual processes in BCB Customer Banking, driving capability to deliver at pace and in line with future strategic direction for LBG. Role models the Group Values, Behaviours and Codes of Responsibilities in order to influence LBG priorities and strategic aims, whilst meeting the regulatory requirements of the role
* Developing and executing a roadmap for transforming banking services including digital banking, customer service models and operational efficiencies aligned to vision and strategy across BCB.
* Responsible for leading the adoption of new technologies to maximize customer experience whilst delivering operations efficiently, working closely with Platform teams to digitise and transform servicing activity, as well as leveraging Business Process Outsourcing Partners under a build, operate, automate model.
* Continue to develop and execute our strategy to improve productivity and optimise costs while maintaining service quality through the use of digital enabled technology creating seamless experiences for customers
* Leverage data analytics to drive strategic decisions, improve customer insights, and enhance risk management.
* Engage with senior leadership, business units, and external partners to align to strategic objectives. Ensure effective engagement across BCB Executives for business process engineering and servicing model improvements.
* Provide central interlock across BCB & Platforms and 3rd Party Outsource Providers.
* Leverage technology solutions across different teams/areas to maximise benefits pan-Group.
* Understand and influence prioritisation of investment funding across BCB and Group. Measuring success of transformation initiatives adjusting as necessary and reporting progress to Executive Leadership.
* Embed Control by Design principles to ensure compliance with regulatory requirements and internal controls Collaborate with key stakeholders including but not limited to BCB EXCO, regulatory bodies and technology vendors to ensure successful execution of transformation activities
Proven experience transformational change role and leadership context within the financial services industry.
* Strong knowledge of the UK financial services sector, including industry trends (Fin Tech), Gen Ai usage regulatory landscape, competitive dynamics, and emerging trends.
* Ability to develop a clear vision for a BCB centre of excellence aligned to Customer Centric strategic objectives.
* Experience in managing complex projects and navigating ambiguity related to emerging technology, automated servicing tools, and offshoring.
* Significant experience of collaborating with various stakeholders, both internal and external and at a GEC level.
* Capability to anticipate, identify and address challenges related to centre of excellence implementation.
* Understanding of data driven decision making.
* First-hand experience of streamlining processes through automation Ability to mitigate risks associated with 3rd party suppliers to design optimum control environment for the future.
* Experience of mapping out existing manual processes to identify areas for automation and knowledge and experience of implementing technology enablers (e.g., Robotic Process Automation, workflow management systems, client communications channels including chat).
* Ability to communicate the benefits of offshoring & automation to gain support from teams, pan-Group & BCB leadership attributes.
And any experience of these would be really useful
* A transformation leader who is commercially focused, transparent and communicates progress.
* Leads and collaborates across the Group, demonstrating a holistic perspective, aligning decisions and purpose with our overall strategic direction whilst promoting pan-Group collaboration.
* Role models the Group's values and behaviours and demonstrate the leadership values
* Demonstrated leadership and people management skills, with the ability to motivate and inspire teams, increasing colleague engagement to contribute to our collective success.
* Drives efficiency, process improvement, and effective risk management across the team.
* Excellent communication and presentations skills, with the ability to convey complex concepts in a clear and compelling manner.
* Accomplished at managing multiple priorities and working effectively in a fast-paced, dynamic environment.
* Ability to remain resilient and adaptable in a rapidly changing environment.
* Strong risk management skills to identify and mitigate potential risks.
* Ability to ensure compliance with regulatory requirements and internal controls.
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., 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
* 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. 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.