Banking Service Transformation Director
Apply locations: Birmingham, Glasgow, Manchester, Wolverhampton, Pendeford Business Park, London
Time Type: Full time
Posted on: Posted Today
End Date: February 1, 2025 (10 days left to apply)
Job Requisition ID: 127906
We support flexible working – click here for more information on flexible working options
Flexible Working Options: Flexibility in when hours are worked
Job Title: Banking Service Transformation Director
Location(s): Edinburgh, Glasgow, London, Birmingham, Pendeford, Manchester, Cardiff
Hours: Full time
Working Pattern: Hybrid, 40% (or two days) in an office site
About this opportunity:
An inspirational and empowering senior leader who motivates teams to Help Britain prosper by transforming customer experiences. Expertly balances our customer needs with operational effectiveness delivering to the highest standards. Key responsibilities include the design and implementation of a service transformation roadmap for the Business Commercial Banking (BCB) customer base. Focusing on a holistic technology-enabled digitisation and automation agenda that is both customer and people centric to deliver added value for all. Accountable for transforming people, policy, process and technology. Driving capability to deliver at pace and in line with BCB's growth ambition. 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.
* 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 our customers.
* Responsible for leading the adoption of new technologies e.g Gen AI to maximize customer experiences whilst delivering operational effectiveness, working closely with our transformation teams to digitise and transform servicing activity, as well as leveraging Business Process Outsourcing Partners.
* Provide central interlock across BCB & our technology and in partnership with 3rd Party Outsource Providers.
* Embed Control by Design principles to ensure compliance with regulatory requirements and internal controls. Collaborate with key stakeholders including but not limited to BCB Executive Committee, regulatory bodies and technology vendors to ensure successful execution of transformation activities.
* Optimise data analytics to drive strategic decisions, improve customer insights, and enhance risk management whilst leveraging technology solutions across different teams/areas to maximise benefits pan-Group.
* 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 customer servicing model improvements.
* 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.
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 helping Britain prosper. A bank that's empowering its people to innovate, explore possibilities and grow with purpose.
What you'll need:
* Proven experience of service transformational change and leadership within the context of the financial services industry.
* Strong knowledge of the UK financial services sector, including industry trends (Fin Tech), Gen AI usage in a servicing environment, regulatory landscape, competitive dynamics, and emerging trends.
* First-hand experience of streamlining processes through digitisation and automation. Ability to mitigate risks associated with 3rd party suppliers to design optimum control environment for the future.
* 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 Group Executive Committee level.
* Capability to anticipate, identify and address challenges related to centre of excellence implementation.
* Understanding of data driven decision making.
* Ability to communicate the benefits of offshoring & automation to gain support from teams, pan-Group & BCB leadership attributes.
* Drives efficiency, process improvement, and effective risk management across the team with strong risk management skills. Ability to ensure compliance with regulatory requirements and internal controls.
* A transformation leader who is commercially focused, transparent and communicates progress who leads and collaborates across the Group. Through role modelling the Group's values and behaviours aligning decisions and purpose with our overall strategic direction whilst promoting pan-Group collaboration.
* Demonstrated leadership and people management skills, with the ability to motivate and inspire teams, increasing colleague engagement to contribute to our collective success.
* Excellent communication and presentation 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.
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
* 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.
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