Service Transformation Director, Client Operations

Lloyds Banking Group

full-time

Posted on: 9/4/2025

Origin: • 🇬🇧 United Kingdom

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💰 £83,000 per year

Lead

About the role

Lead a newly integrated team within Lloyds Banking Group's Corporate & Institutional Banking to improve client servicing
Shape end-to-end client servicing interactions and deliver proactive service reviews
Spearhead rollout of a named contact model for premier clients using data-driven insights
Drive operational efficiency by identifying and removing blockers in client journeys
Resolve a variety of client queries at first point of contact and ensure effective complaint resolution aligned with regulatory requirements
Engage with key contacts across the Group and collaborate with coverage leads to evolve the delivery model
Provide strategic leadership, monitor and report on service delivery, and use management information to drive performance improvements

Proven ability to build and deliver strategic plans and implement solutions that improve client experience
Strong situational judgement and experience advising across a broad range of topics
Ability to engage and inspire teams around a shared purpose of delivering for clients
Deep understanding of the diverse needs of Corporate Banking clients
Demonstrable understanding of Commercial Banking products, including lending, markets, and trade solutions
Skilled communicator, able to influence and align partners across teams and functions
Data literacy to understand client journey metrics and identify improvement opportunities
Client-first approach with experience in front-facing roles
Track record of leading high-performing teams and driving operational excellence