Senior Manager, Enablement & Delivery, Operational Effectiveness
Apply locations: Edinburgh, Halifax, Trinity Road, Birmingham, Glasgow, Bristol Harbourside
Time type: Full time
Posted on: Posted Today
End Date: January 29, 2025 (10 days left to apply)
Job Requisition ID: 127545
Salary Range: £73,262 - £86,190
We support flexible working – click here for more information on flexible working options
Flexible Working Options: Hybrid Working, Job Share
Job Description Summary
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. It is a fantastic time of change within Lloyds Banking Group and the Operational Effectiveness team are at the heart of that change – you can be too!
About this opportunity
Are you a delivery focused leader with a passion for transforming at pace? Are you excited by our digital first vision and aim to build tech enabled, customer led journeys? Then join us now!
We’re looking for a dynamic and action orientated Senior Manager to realise our ‘future service model’ ambition. You’ll use your credibility and influence to get things done, working shoulder to shoulder with leaders to reshape their business, and global outsource partners to make change a reality. Work will be fast paced, and you’ll need to adopt an Agile and creative approach.
Additionally, you'll...
* Lead, organise and coach business unit and functional senior leaders on successfully integrating outsource providers to transform customer experiences.
* Shape outsourcing selection and location strategy, advancing and mitigating key risks, issues, and dependencies to successful integration.
* Shape colleague treatment strategy, managing union engagement and communications activity.
* Define, prioritise, and implement work packages to realise ‘future service model’ benefits.
* Programme management as required of key third-party ramp ups including overseeing the approach to governance.
* Business interface into Group Sourcing and share best practice pan-Group.
* Lead team of colleagues, utilizing our leadership framework (4C’s) and Your Best principles to drive development and build a culture of safety and support.
What you’ll need
Are you passionate about driving excellence in how we operate, putting the customer at the heart of what we do? If yes, we value the following:
* Experience leading the set-up, build, run, and transformation of processes and customer services with outsource providers, on behalf of a business area.
* Understanding of integrating Business Process Outsourcing suppliers, including offshore, with our operational and functional teams.
* Excellent leadership skills with a strong understanding of Agile principles and a track record of successfully managing complex change initiatives and driving transformational projects.
* Tight-knit collaboration skills with a capability to engage and influence senior executives and key decision makers.
* Comfort with ambiguity and drive to tackle complex problems at pace.
* Familiarity with the UK financial services and supplier sectors, including industry trends, competitive dynamics and innovative technologies.
* Strong governance and 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 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.
At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper.
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