Senior Mortgage & Protection Manager, Consumer Growth

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

Flexibility in when hours are worked, Hybrid Working.

Job Description Summary:

As a Senior Mortgage & Protection Manager, you’ll play a key role in delivering outstanding customer experiences, ensuring every interaction is responsible, compliant and adds real value. You’ll use insight, coaching and clear direction to help your leaders and advisers better understand customer needs and build deeper, more meaningful relationships.

You’ll work closely with Heads of Home, Consumer Growth performance teams and a wide network of business partners to land priorities at pace, share insight and continuously improve how we serve customers. You’ll keep customers at the heart of every decision, using data, market awareness and judgement to simplify journeys, improve conversations and deliver better outcomes. Alongside this, you’ll lead with strong accountability for risk and conduct, embedding a culture where doing the right thing for customers is always the starting point.

Creating an inclusive, high-performing environment will be central to your success. You’ll build capability through high-quality coaching, feedback and development, helping leaders and advisers grow in confidence and performance. You’ll also use your ability to build strong relationships and influence across Consumer Relationships to remove barriers, align priorities and drive change that makes a visible difference for customers, colleagues and the wider business.

Why join us:

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.

What we’re looking for:

• 6+ years proven experience leading mortgage and protection or equivalent teams delivering strong customer outcomes within a regulated financial services environment.
• Demonstrated ability to lead and develop teams through coaching, performance management and clear accountability for results.
• Strong understanding of customer outcomes, with a track record of embedding a customer-obsessed culture.
• Experience operating in a highly regulated environment, ensuring fair, consistent and compliant customer outcomes.
• Ability to use data, insight and storytelling to influence decisions and support delivery of commercial objectives.

And any experience of these would be beneficial:

• Experience working alongside digital or AI-enabled capabilities to enhance team performance or customer outcomes.
• Experience contributing to the delivery of commercial plans through execution and performance leadership.

We know that great talent comes from many backgrounds. While this advert may reference specific experience, we recognise that skills can be developed in different ways, so if you have transferable experience, we encourage you to apply.

This is a place for you:

Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities, and we’re committed to creating an environment in which everyone can thrive, learn and develop. We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need.

We offer a wide‐ranging benefits package, including:

• A generous pension contribution of up to 15%.
• An annual performance‐related bonus.
• Share schemes including free shares.
• Benefits you can tailor to your lifestyle, such as discounted shopping.
• 30 days’ holiday, plus bank holidays.
• A range of wellbeing initiatives and generous parental leave policies.

Ready for a career where you can have a positive impact as you learn, grow and thrive? Apply today and find out more!

This role has been identified as Manager of certification employees under SYSC 27.8.13R as defined in the FCA Handbook.

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.