End Date Thursday 19 December 2024 Salary Range £0 - £0 We support flexible working – click here for more information on flexible working options Flexible Working Options Hybrid Working, Job Share Job Description Summary. Job Description JOB TITLE: Crown Dependencies Head of Relationship Support Salary: Competitive Package LOCATION(S): Jersey, Guernsey & Isle of Man HOURS: Full Time WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites. About this opportunity The Crown Dependencies business is the fastest growing business in LBCM so it’s a really great time to join and make a real difference. We have an exciting opportunity in the Crown Dependencies for a Head of Relationship Support within our Fiduciaries, Funds and Commercial (‘FF&C’) business. This is an excellent opening for a highly motivated individual to take a pivotal role in the success of the rapid growth of this team. You’ll work alongside the Head of FF&C to drive the support, service and onboarding strategy for the FF&C proposition, as well as being responsible for several control procedures integral to the running of the business. Our strategic focus on the FF&C business is generating an increased pipeline of new business built around our core offering. Our ability to deliver timely onboarding of new clients, and then service those clients efficiently/effectively, is a key part of that proposition. This role will ensure there is consistent oversight over our support team functions, driving a continued first-class service offering; streamlining of workflows; implementing new technologies; and improving service expectations to enhance overall efficiency and effectiveness. Additionally, this role will pick up of several core control procedures within the FF&C business which require additional focus following a strategic restructure. You’ll coach, support, and inspire the team to deliver high standards of efficiency, accuracy, and customer-centric thinking. This varied and exciting role involves leading customer outcomes and experience, resourcing, performance, and colleague wellbeing whilst supporting and developing your team. Please note this role is only available for individuals residing in, or holding right to work permits for, Jersey, Guernsey, or the Isle of Man. Within this role, you’ll: Collaborate with the Senior Stakeholders to develop, shape and deliver the commercial objectives for the business, setting stretching goals, managing performance, and leading major strategic change from inception to execution. Challenge the business to ensure risks are understood, mitigated, and controlled. Foster a culture of continuous improvement, challenging the norm, putting forward innovative ideas, and driving tangible change that delivers value and aligns with our core values and behaviours. Pro-actively managing the onboarding relationships. Raise the bar on communicating with customers using personalisation where possible. Deliver strong customer engagement to deliver constant improvement of the customer experiences resulting in better customer retention and deepening relationships Understand the product market, demonstrating clear understanding of customer, market, conduct, regulatory and competitor trends. Why Lloyds Banking Group We’re on an exciting journey to transform our Group and the way we’re shaping finance for good. We’re focusing on the future, investing in our technologies, workplaces, and colleagues to make our Group a great place for everyone. Including you. What You’ll Need Leadership - Lead & coach the team to demonstrate flexibility and adapt to the varying needs of their role, customers and the business, encouraging a one team ethos and collaborative working Commercial Skill/Market Knowledge – Strong understanding of the business target market, specifically across the Funds & Fiduciaries sector. Awareness of the economic & market environment within the Crown Dependencies. Desire to drive & deliver our key strategic objectives and commitments. Good understanding of account opening and onboarding requirements Risk/Due Diligence – Challenge the business to ensure risks are understood, mitigated and controlled. Monitor & report on compliance standards to internal and external stakeholders. Manage the business risks utilising OneRCSA Continuous Improvement – Identify and champion new ideas that move us forward, supporting transformation activities to improve the customer journey and their experience Client Excellence - Ensure the team work efficiently and effectively, meeting any service expectations and identifying opportunities to enhance our service offering. Conscientious and collaborative - disciplined in your teams’ approach to work, confident in handling several opposing priorities. 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’re committed to creating a consciously inclusive workplace where our colleagues can be themselves, thrive and perform at their best. 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. As an inclusive employer, we offer Workplace Adjustments for colleagues with a disability (which may include long-term health and neurodivergent conditions) where it is reasonable to do so. This could include flexibility with regards to office attendance, location, and working pattern. We’re proud to be a Disability Confident Leader. If you have a disability, you can also apply via our Disability Confident Scheme (DCS). Through the DCS, we guarantee to interview a fair and proportionate number of applicants with a disability, whose application meets the minimum criteria for the advertised job role. We also provide adjustments that are reasonable throughout the recruitment process to reduce or remove barriers for applicants with a disability, long-term health condition or neurodivergent condition. If you’d like an adjustment to the recruitment process just let us know We also offer a wide-ranging benefits package, which includes: A generous pension contribution of up to 15% An annual performance-related bonus 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 If you’re excited by the thought of becoming part of our team, get in touch. We would love to hear from you This role is considered Certified under the Senior Manager and Certification Regime as either requiring mandatory qualifications or being deemed as a role capable of providing ‘significant harm’ to customers. Due to this, successful candidates will be subject to enhanced levels of vetting, and required to complete a fitness and propriety attestation on commencement in role. Colleagues performing this role will be required to be complete a fitness and propriety attestation on an annual basis and will also be subject to additional routine criminal and credit checks As a certified colleague your details will be published on the FCA’s Financial Services Register This role has been identified as a Client-dealing function under SYSC 27.8.18R as defined in the FCA Handbook The Person (“P”) performs the client-dealing FCA certification function for a firm if:(1) P is carrying out any of the activities in the table in SYSC 27.8.19R; and(2) those activities will involve P dealing with:(a) a person with or for whom those activities are carried out; or(b) the property of any such person;in a manner substantially connected with the carrying on of regulated activities by the firm. If you manage certified colleagues this role will be identified as Manager of certification employees under SYSC 27.8.13R as defined in the FCA Handbook(1) The function of managing or supervising a certification employee, directly or indirectly, is an FCA-specified significant-harm function.(2) A function in (1) is not an FCA certification function for that firm if it is performed by an SMF manager of that firm. 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.