At a Glance
- Tasks: Lead customer operations and communications, enhancing platforms like Salesforce for optimal performance.
- Company: Join LHV Bank, a dynamic UK-licensed bank with a focus on innovation and customer service.
- Benefits: Enjoy competitive salary, hybrid working, health plans, and generous holiday allowances.
- Other info: Collaborative culture with opportunities for professional growth and team socials.
- Why this job: Make a real impact in a growing bank while developing your skills in a supportive environment.
- Qualifications: Experience in product management and CRM systems, especially Salesforce, is essential.
The predicted salary is between 56700 - 69300 £ per year.
LHV Bank Limited is a UK-licensed bank operating across three core business segments: Retail Banking, SME Lending, and Banking Services (Baa S).
The bank is a wholly owned subsidiary of LHV Group, a listed financial services provider headquartered in Estonia.
LHV Bank operates under a full UK banking licence granted in May 2023.
The Bank supports over 200 fintech clients with embedded financial infrastructure, provides retail savings products via digital channels, and offers SME credit solutions across the UK.
In line with its regulatory responsibilities and growth ambitions, LHV Bank is committed to maintaining a robust and proportionate financial crime control environment.
Expanding our services, LHV Bank now provides personal banking solutions.
Our offerings include current accounts with competitive interest rates, fixed-rate bonds for long-term savings, and debit cards.
Customers can conveniently access these services through the LHV App, enabling secure account opening and management.
Role Purpose
Own and evolve the platforms, processes and tooling that support customer operations and communications across the bank, spanning Salesforce, customer support tooling, telephony and communications delivery.
Define and drive product direction across these areas, ensuring platforms and processes are reliable, scalable, well controlled and compliant.
Bring structure to a broad and expanding domain, reducing operational and regulatory risk while improving how teams operate and how customers are communicated with.
Work in close partnership with Customer Operations, Compliance, Risk and Engineering to deliver outcomes that are operationally sound, regulator-ready and commercially effective.
This role requires strong product management fundamentals, comfort operating in a detailed and regulated environment, and the ability to work confidently across both process and platform.
Scope of Responsibility
- Salesforce platform, covering customer service and case management for customer segments
- Customer operations processes, including data management requests such as GDPR erase and subject access requests
- Customer communications processes, deliverability and future communications platform capability
- Customer support tooling, including Gradient Labs
- Telephony platform, including AWS Connect and related tooling
- Reporting, audit evidence and quality management across the above
Key Accountabilities
- Product Ownership and Delivery
- Own end-to-end delivery across platforms and processes within scope
- Define clear problems, outcomes and success measures
- Own prioritisation decisions
- Maintain ownership from analysis through to implementation and ongoing optimisation
- Platform and Process Management
- Own day-to-day management and improvement of Salesforce and associated tooling
- Ensure platforms are configured effectively to support customer operations
- Identify and resolve inefficiencies in processes and tooling
- Maintain clear, structured ownership of system behaviour and process flows
- Operational Performance and Quality
- Monitor operational performance, identifying issues, risks and improvement opportunities
- Ensure processes are robust, repeatable and auditable
- Own reporting, audit evidence and quality management across the domain
- Customer and Communication Outcomes
- Ensure customer communications are accurate, timely and delivered effectively
- Improve how communications are triggered, managed and monitored
- Shape future direction for how the bank communicates with customers as needs evolve
- Balance operational efficiency with customer experience and clarity
- Regulatory and Risk Management
- Ensure processes and platforms support regulatory requirements, including GDPR and SARs
- Work closely with Compliance and Risk to interpret and implement requirements
- Maintain audit readiness and control effectiveness
- Identify and mitigate operational and regulatory risk
- Engineering Partnership
- Work closely with Engineering to deliver changes across platforms and integrations
- Engage confidently on system behaviour, configurations and constraints
- Contribute to solution design while respecting engineering ownership of implementation
- Stakeholder Collaboration
- Work closely with Customer Operations, Customer Services, Compliance, Risk and Engineering
- Communicate clearly and bring stakeholders together to resolve issues and drive improvements
- Support alignment across teams in an increasingly complex domain.
What good looks like
- Clear ownership of platforms and processes with minimal ambiguity
- Reliable, well-controlled operational processes
- Strong audit readiness and regulatory compliance
- Reduced operational and regulatory risk across platforms and processes
- Improved efficiency and reduced operational friction
- Strong collaboration across Product, Engineering and Operations
Skills and Experience
- Strong product management experience, ideally in platform or operations-focused roles
- Experience working with CRM systems, ideally Salesforce, and operational tooling
- Experience in regulated environments, ideally UK financial services
- Strong understanding of operational processes and control environments
- Comfortable working with technical systems, configurations and integrations
- Strong communication and stakeholder management skills
- High ownership mindset, with flexibility to support wider Product priorities where it adds value
- Some of our benefits (only applicable to UK based roles not Internship programmes)
- Competitive salary &lots of opportunities to learn, grow and progress professionally.
- Open and inclusive culture.
- Hybrid working.
- Fantastic offices and great working environment.
- Vitality Health Plan (includes private health insurance, travel insurance, gym discounts)
- Health cash Plan (Medicash health plan Level 3)
- 6% employer pension contribution.
- Life assurance – 4 x salary.
- Income protection insurance – 75%
- 28 days holiday plus 3 additional days, & further days for various key life events as well as the opportunity to sell up to 5 days per calendar year.
- Swap public/bank holidays each year for alternative days that align with your personal, cultural, or religious observances.
- Enhanced family friendly and family forming policies.
- Access to a wide range of retail discounts.
- Team Socials.
Customer Operations and Communications Product Manager in London employer: LHV Bank
LHV Bank Limited is an exceptional employer, offering a dynamic work environment in the heart of London, where employees can thrive in their careers while contributing to the growth of the SME Lending portfolio. With a strong commitment to professional development, competitive benefits including a robust health plan and generous holiday allowances, and a culture that values inclusivity and collaboration, LHV Bank fosters an atmosphere where every team member can make a meaningful impact. The hybrid working model and opportunities for cross-office collaboration further enhance the appeal of joining this forward-thinking financial institution.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations and Communications Product Manager in London
✨Tap into Campus Resources
Universities often have strong ties with banks and financial institutions. Make sure to check in with your career services for any internship fairs or networking events. These can be golden opportunities to meet representatives from firms like LHV Bank and make a lasting impression.
✨Join Finance Societies and Clubs
Get involved with finance or investment clubs at your university. These not only offer great networking potential but often host guest speakers from the industry. Show your enthusiasm and engage with these professionals—who knows, they might tip you off about internship openings at LHV Bank!
✨Have Your Application Ready to Go
Internship applications can be competitive and come with tight deadlines. Be proactive! Have your CV and cover letter prepared and tailored for roles at LHV Bank. When the openings go live, you’ll want to be one of the first to apply.
✨Leverage LinkedIn for Connections
LinkedIn is a powerful tool, especially in the banking sector. Follow recruiters from LHV Bank and connect with alumni who are working in similar roles. Don’t hesitate to drop them a message to introduce yourself and express your interest in internships—they might have insider info or even refer you!
We think you need these skills to ace Customer Operations and Communications Product Manager in London
Some tips for your application 🫡
Show Off Those Grades!:In banking and financial services, your academic background is super important. Make sure to highlight your grades, especially in finance, economics, or maths. If you've got any relevant coursework or projects, don’t hesitate to include them in your CV!
Craft Your Cover Letter with Care:For an internship, we want to see your enthusiasm and motivation. Use your cover letter to explain why you’re excited about this opportunity at LHV Bank and what you hope to learn. Be personal and connect the dots between your education and the role of Customer Operations and Communications Product Manager.
Squeaky Clean CV:Your CV should be clear and free of jargon. Focus on the skills that matter most in the banking sector, like analytical thinking and attention to detail. Don't forget to include any internships or part-time jobs that show your experience in a banking environment!
Utilise Relevant Experiences:If you've been involved in finance-related clubs or societies at university, mention that in your application. Showing your practical experience alongside your studies can make a real difference and demonstrate your passion for the financial world. We love seeing candidates who go the extra mile!
How to prepare for a job interview at LHV Bank
✨Show Us Your Analytical Skills
As an intern in the banking and financial services sector, you'll want to showcase your analytical skills. Be ready to tackle numerical and case questions during your interview. Brush up on your data interpretation abilities and consider scenarios where you've used data to solve problems.
✨Know Your Financial Tools
Familiarise yourself with the financial tools and software commonly used in banking, like Bloomberg or Excel for financial modelling. We recommend having a couple of examples where you've applied these tools in your studies or projects to impress the interviewer.
✨Be Passionate About Learning
Internships are all about learning, so express your enthusiasm for the banking industry. Share what trends you're excited about, or recent news you've followed, to show you're motivated and engaged. This can set you apart from other candidates who might be less enthusiastic.
✨Prepare for Behavioural Questions
Expect behavioural questions that assess your fit within a team and your ability to handle challenges. Think of examples from your studies or group projects that highlight your teamwork, adaptability, and communication skills. We want to see how you've navigated situations that are relevant to the workplace!
