Senior Manager, Operational Effectiveness
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Locations: Edinburgh, Halifax, Trinity Road, Birmingham, Glasgow, Bristol Harbourside
Time Type: Full time
Posted on: Posted Today
Job Requisition ID: 127541
End Date: Tuesday 28 January 2025
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 someone who enjoys tackling complex problems and finding innovative solutions? Do you show limitless curiosity and a passion for digital innovation? Then join us now!
We have an exciting opportunity for a highly qualified Senior Manager to help us shape, run, and redefine customer journeys internally and with our outsource partners. We're looking for a strategic and forward-thinking Senior Manager to deliver our ‘future service model’ vision. You'll role model thought leadership, using your insight and credibility to unpack complex problem statements and develop innovative solutions using people and technology.
Combining strong journey knowledge with your passion for customers and the desire to re-engineer and streamline manual processes. You'll work with Business Units, Platforms, and outsource partners to understand how we work today; and reshape our business architecture to build a more digital tomorrow. Working collaboratively to remove clunky or manual processes and embrace new technologies that unlock automation-related benefits, deliver outstanding service, and support continuous improvement.
Ideally, you'll demonstrate a digital-first approach and excel in a dynamic, fast-paced environment that champions forward thinking and embraces new opportunities.
Additionally, you'll...
* Interlock with Business and Platform teams to understand digital and automation backlogs, and coach business unit and functional senior leaders on successfully integrating digital, automation, and outsourcing solutions to transform customer experiences.
* Deep dive and classify business processes, creating a triage system to explore simplification, digitisation, and automation opportunities that enhance customer interactions and optimise efficiency.
* Deploy lean six sigma practices to lead, co-ordinate and mentor business units on the set up, build, transition, run, and transformation of business processes.
* Cease, optimise, and re-engineer manual processes to deliver fast and efficient solutions and reshape business architecture.
* Demonstrate strong digital advocacy and leverage influence to drive automation agenda internally and with strategic partners.
* Complete market scanning to understand what's new and leverage insights to support delivery.
* Develop a team of colleagues, using our leadership framework (4Cs) and Your Best principles to drive development and build 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 driving excellence in how we operate, putting the customer at the heart of what we do? If yes, we value the following:
* A strategic approach with a passion for thought leadership, innovation, and thinking differently.
* Strong business knowledge and experience of re-engineering and streamlining manual processes through automation.
* Excellent leadership skills with a track record of successfully managing complex change initiatives and driving transformational projects.
* Experience within a Platform or Transformation team would be beneficial with a strong understanding of customer journeys, Agile methodology, and benefits delivery.
* 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 innovative technologies.
* 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!
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.
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