Senior Manager - Standards, Reporting & Insight, WRI

We support flexible working – click here for more information on flexible working options.

Flexible Working Options: Hybrid Working, Job Share

SALARY: £78,098 - £91,880

LOCATION: Edinburgh

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. Colleagues with disabilities can be supported with workplace adjustments including hybrid working expectations in line with our Flexibility Works policy.

Job Description Purpose

Lead WR&I's operating standards, reporting, insight and root cause analysis agenda across the end-to-end conduct ecosystem, ensuring the function has a clear and consistent operating framework, trusted reporting, meaningful insight and a robust understanding of emerging themes, risks and improvement opportunities. The role owns WR&I's operating standards framework, reporting model, dashboard design and RCA methodology, ensuring that common definitions, processes, quality expectations and governance requirements are consistently applied across the function. The role translates operational insight into targeted improvement priorities while defining the data, MI and reporting requirements required to support the case management platform and future-state WRI operating model.

Accountabilities

• Operating Standards & Governance
  • Own the WR&I operating standards framework, including end-to-end process standards, definitions, taxonomy, quality expectations and governance requirements, ensuring a consistent approach across all WR&I teams.
  • Establish and maintain WR&I's library of operating standards, ensuring standards remain current, practical, controlled and aligned to regulatory, policy and business requirements.
  • Define and govern common operational definitions, data standards, categorisation approaches and process requirements that underpin reporting, insight generation, risk management and control activity.
  • Partner with WRI LT to embed standards into day-to-day ways of working, ensuring standards drive consistent colleague outcomes rather than existing solely as documented guidance.
• Reporting, Insight & Management Information
  • Own end-to-end delivery of the quarterly Conduct Report and other priority governance reporting, ensuring outputs are insight led, accurate, balanced and focused on the most material themes, risks.
  • Own the WR&I reporting framework, including core metrics, definitions, taxonomy, dashboard structure and reporting narrative, ensuring governance outputs are coherent, comparable and decision-useful.
  • Lead the design and controlled evolution of the Conduct Dashboard ensuring the provision of an integrated view of the conduct ecosystem by business unit/function.
  • Design and maintain an internal WRI operational performance dashboard focussed on quality, operational efficiency and effectiveness.
  • Oversee data quality, validation and reconciliation expectations for governance reporting, escalating material integrity risks and ensuring credible mitigation where manual workarounds remain.
• Root Cause Analysis
  • Define and govern WR&I's RCA methodology, scope, hand-offs and action-tracking model, ensuring RCA remains clearly distinct from case handling, quality assurance activity and first-line risk/control assurance.
  • Lead the production of integrated insight and analysis across WR&I, identifying emerging themes, recurring issues, systemic risks and opportunities for improvement. Ensure insight and RCA outputs translate into clear recommendations for the group (business units and group executive functions).
• Future Capability & Continuous Improvement
  • Set the operational data, MI and reporting requirements for the case management system partnering with platform and data teams to ensure appropriate fields, timestamps, classifications and reporting extracts are designed and maintained within the solution.
  • Use standards, reporting and RCA insight to identify improvement priorities, remove duplication and drive simplification across WR&I processes, governance and reporting activity. Ensure reporting and insight outputs are supported by clear narrative, actionable recommendations and constructive challenge.
• Leadership
  • Lead and develop the Standards, Reporting, RCA & Insight team, creating a high-performing capability responsible for operating standards, governance reporting, management information, insight and root cause analysis.
  • Build specialist capability across standards management, reporting, analysis and RCA, ensuring the team remains resilient, commercially focused and continuously improving.

Experience within Employment Relations, Workplace Resolution, Investigations or Conduct functions would be advantageous, together with a strong understanding of the current employee relations and conduct landscape and the associated regulatory, governance and reputational considerations.

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.