Senior Manager, Customer Servicing in Glasgow

An inspirational leader who motivates, coaches and develops their team to work together to help Britain prosper by providing an excellent customer experience and compliantly meeting their financial and service needs, particularly the most complex, with fair outcomes, including for our vulnerable customers. Leads and embeds LBG priorities, adheres to regulatory requirements and sets an example by role modelling the Group Values, Behaviours and Code of Responsibility.

In Payment Operations, we are a team of around 1000 colleagues, mostly based in Glasgow and Birmingham, along with capability within our offshore suppliers in India. We’re on hand to support customers when things go wrong, helping them with their complex payment queries and ensuring their payments get where they need to go. Through maximising technology and utilising our expertise we keep the bank and our customers safe, screening payments and customers to protect the Group. The team is also accountable for reconciling the bank’s internal accounts to make sure payments are cleared within timescales.

This role represents an excellent opportunity to join the leadership teams within our International & High Value Payments / Customer Servicing & Group Reconciliations teams within Payments Operations, reporting directly to the Head of Operations. It’s an exciting time for us, we’re talking about the people, systems/processes, emerging technologies and implementation of new solutions we’ll need to evolve our business to meet more client needs and keep pace with industry changes.

Working as part of the leadership team we’ll need you to:

• Manage a large team, led by Team Managers, planning and organising area activities to meet customer and organisation's service standards
• Meet the needs of significant customers related to a range of products and services
• Drive customer and colleague experience improvements across the teams
• Deliver Operational Excellence through colleagues, championing a Continuous Improvement culture
• Work closely and collaboratively with Product Owners and Platform Leads that are delivering change and transformation across the end-to-end customer journey and the Group Payments Strategy
• Deputise for the Head of Function
• Play an active role in the extended Payments Operations Leadership Team by contributing to and leading initiatives that span across Payments Operations
• Manage and mitigate risk across the team that you’re accountable for and the wider Payments Operations business
• Nurture positive relationships with internal stakeholders and partners in areas such as Product owners, 1st & 2nd Line Risk, Group Finance and Economic Crime

What you’ll need:

• You’ll be a driven and resilient leader, who demonstrates ability to nurture a high-performance culture
• You will inspire and motivate your team, coach and develop them to work together to deliver excellent customer outcomes
• You will role model the Group Values, Behaviours and Code of Responsibility.
• You’ll demonstrate the ability to think strategically and be able to solve complex problems
• You’ll have experience of leading and guiding teams through change & innovation programmes to ensure successful delivery
• You will have a strong operational background and experience of running operational teams
• You will have relevant product and industry experience, including experience of close working with risk and compliance functions
• You’ll need to be self-motivated with an empowering and encouraging approach, to build trusted relationships with your team and broader partners.
• There’ll be a need to balance conflicting priorities in what is a broad, wide-ranging and senior role.

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 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

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’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.