Triage Squad Lead

Insurance, Pensions & Investments (IP&I) is evolving to deliver more digital, customer focused insurance and pensions solutions in a fast moving market. As Triage Squad Lead, you’ll shape and lead a new triage capability, working closely with senior leaders to spot opportunities, remove friction and help direct work to where it will create the most value. It’s a hands on role with real freedom to build a team and simple, effective ways of working from the ground up, balancing pace with clear governance and oversight.

This is a high‑impact leadership role at the heart of IP&I’s transformation, helping shape a modern, global operating model as the business redefines how it delivers insurance, pensions and investments in a digital market. As Triage Squad Lead, you’ll build and lead a brand‑new capability, working with senior leaders to unlock opportunities, remove obstacles and help the business focus its energy where it will have the greatest impact.

With the freedom to design ways of working from the ground up, this is a chance to make a visible difference, see the outcomes of your work quickly, moving faster and smarter for the future!

What you’ll be doing:

• Owning and leading the end-to-end triage process for IP&I.
• Translating strategic priorities into clear triage principles and decision frameworks.
• Leading a team who proactively search for new chances to streamline, eliminate or automate processes.
• Acting as the senior escalation point for complex or cross-cutting demand.
• Ensuring demand is routed into the correct delivery pathway.
• Providing oversight of governance, risk and controls in partnership with key functions.
• Leading engagement with senior stakeholders across IP&I and the wider Group.
• Building and developing a high-performing triage squad.
• Using MI and insight to discover ways to simplify or automate demand.
• Monitoring benefit delivery.

Why join us?

If you think all banks are the same, you’re wrong. We’re a pioneering, fast-changing business that’s shaping finance as a force for good. If you’re after a role where you can have an impact and do the best work of your career, you’ve just found it.

What we’re looking for:

• 5 years or more proven leadership experience in a complex and regulated environment.
• 5 years or more experience supporting process or operational improvement initiatives.
• Strong analytical and problem-solving skills.
• Confidence engaging people and influencing at senior levels.
• Understanding of governance and risk in regulated environments.
• Highly organised and delivery-focused.
• Clear written and verbal communication skills.

We know that great talent comes from many backgrounds. Whilst this job advert may reference specific years of experience, we recognise that skills are developed in many ways, so if you have relevant, transferable experience, we encourage you to apply.

This is a place for you. We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. And, as a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long-term health or neurodivergent condition through the Disability Confident Scheme.

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. We want to ensure all our candidates have the opportunity to shine. Please let us know if there is anything we can do to make sure the assessment process works 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 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

Ready to do the best work of your career? Apply today.

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.