At a Glance
- Tasks: Lead a dynamic team to enhance customer experience and manage complex payment operations.
- Company: Join Lloyds Banking Group, a leader in financial services with a commitment to diversity.
- Benefits: Competitive salary, flexible working options, and opportunities for personal growth.
- Other info: Be part of an inclusive culture that values your contributions and promotes career development.
- Why this job: Make a real impact on customers' lives while shaping the future of financial services.
- Qualifications: Proven leadership skills and experience in customer service and change management.
The predicted salary is between 78098 - 91880 £ per year.
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‑modeling the Group Values, Behaviours and Code of Responsibility.
In the Payment Operations team, 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 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.
Required Skills:
- Change Management
- Coaching
- Continuous Improvement
- Customer Service
- Leadership
- Problem Solving
- Risk Management
- Operational Excellence
Required Languages: English
Senior Manager, Payments Operations & Customer Experience employer: Lloyds Banking Group
Lloyds Banking Group is an exceptional employer that prioritises employee growth and development within a values-led culture. Located in Birmingham, the hybrid working model offers flexibility while fostering collaboration among a diverse team dedicated to delivering outstanding customer experiences. With a commitment to inclusivity and a focus on making a positive impact in the community, this role provides a unique opportunity to shape the future of financial services.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Manager, Payments Operations & Customer Experience
✨Tip Number 1
Network like a pro! Reach out to current employees at the company through LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing a role in Payments Operations.
✨Tip Number 2
Prepare for the interview by understanding the company's values and how they align with your own. Be ready to discuss how you can contribute to creating an excellent customer experience, especially for vulnerable customers.
✨Tip Number 3
Showcase your leadership skills! Think of examples where you've motivated and developed a team. This is key for a Senior Manager role, so make sure to highlight your coaching and change management experiences.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of our team at Lloyds Banking Group.
We think you need these skills to ace Senior Manager, Payments Operations & Customer Experience
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Senior Manager role. Highlight your experience in payments operations and customer service, and show how you align with our values and behaviours.
Showcase Leadership Skills:As a leader, it’s crucial to demonstrate your ability to motivate and develop teams. Share specific examples of how you've coached others and improved customer experiences in your previous roles.
Be Clear and Concise:When writing your application, keep it straightforward. Use clear language and avoid jargon. We want to see your personality shine through while still being professional.
Apply Through Our Website:Don’t forget to submit your application through our official website. It’s the best way for us to receive your details and ensures you’re considered for the role!
How to prepare for a job interview at Lloyds Banking Group
✨Know the Company Values
Before your interview, take some time to familiarise yourself with the company's values and behaviours. This role is all about leading by example, so be ready to discuss how your personal values align with theirs and how you can contribute to a values-led culture.
✨Showcase Your Leadership Skills
As a Senior Manager, you'll need to inspire and develop your team. Prepare specific examples of how you've successfully coached others or led teams through change. Highlight your approach to continuous improvement and how it has positively impacted customer experience.
✨Understand the Customer Experience
This role focuses heavily on providing excellent customer service, especially for complex payment queries. Brush up on common challenges in payments operations and think about how you would address these issues while ensuring fair outcomes for all customers, including vulnerable ones.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and risk management abilities. Think of past experiences where you had to navigate difficult situations and be ready to explain your thought process and the outcomes of your decisions.
