JOB TITLE: Senior Manager Strategy & Treatment Design
LOCATION: Manchester, Edinburgh or Cardiff (Temporarily Newport until new site is open)
HOURS: Full time
WORKING PATTERN: Hybrid, 40% (or two days) in an office site
About this opportunity
Lloyds Banking Group is seeking a Senior Manager Strategy & Treatment Design to join our dynamic team which will sit within the Transport Platform, Consumer Lending. This is an outstanding opportunity to play an important role in delivering good outcomes for customers.
This role leads design and delivery of customer treatment and solutions throughout the complaints, litigation, and remediation lifecycle for Motor Commission complaints. This role ensures good customer outcomes that meet regulatory and legal requirements, while also achieving positive results for Transport and the Group.
While playing a part in defining and implementing treatments that deliver good outcomes, this role will have additional focus on ensuring we optimise customer experiences end-to-end. Challenging stakeholders to really think about the varied customer journeys and ensuring in prioritisation, planning and execution we are joined up and manage risks.
About us
We’re on an exciting journey and there couldn’t be a better time to join us. The investments we’re making in our people, data, and technology are leading to innovative projects, fresh possibilities, and countless new ways for our people to work, learn, and thrive.
What you’ll need
* Demonstrated leadership skills with a proven ability to encourage and empower team members.
* Strong customer focus, driving continuous improvement and innovation in customer treatment processes by challenging existing practices and implementing new methodologies and technologies to enhance efficiency and effectiveness.
* Excellent problem-solving abilities to address challenges and develop effective solutions.
* Comprehensive understanding of relevant regulatory requirements and standards.
* Proficiency in agile delivery and thinking, fostering a culture of experimentation and learning, including the use of tools such as Confluence and JIRA.
Desirable Skills
* Proven experience in optimizing end-to-end customer experiences, including challenging stakeholders to consider diverse customer journeys and ensuring cohesive prioritization, planning, and risk management.
* Strong passion for data and technology, with a focus on driving efficient, modern solutions through automation and control by design, leveraging data and technology to achieve optimal outcomes.
* In-depth understanding of the current Motor Commission Complaints environment, relevant regulatory rectifications, and Motor Finance.
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!
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