Lloyds Banking Group

Head of Customer Service Excellence – Operational Optimisation

Lloyds Banking Group

full-time

Posted on:

Location Type: Hybrid

Location: Edinburgh • 🇬🇧 United Kingdom

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Salary

💰 £104,992 - £123,520 per year

Job Level

Lead

About the role

  • Build and maintain a TOM to transform IP&I Customer Services (“CS”) into the market-leading customer service provider.
  • Develop a multi-year change roadmap to realise the TOM.
  • Consult and advise CS’s Leadership and wider IP&I Leadership during key points of decision making.
  • Develop and drive a prioritised backlog of change being delivered into CS.
  • Provide oversight and direction to the Model Office team to ensure that operational optimisation opportunities are identified and delivered.
  • Ensure that incoming technology change or business change is embedded effectively and optimised to ensure the benefits are fully utilised.
  • Responsible for leading the adoption of new technologies e.g. Gen AI to enhance customer experiences while delivering operational effectiveness.
  • Coordinate on behalf of CS to support the landing of major programmes into CS.
  • Monitor the market and emerging technologies to ensure CS is making the right Ops Model decisions.

Requirements

  • Embedding large-scale transformation within Financial Services Operations / Customer Service
  • Streamlining operational processes through digitisation and automation
  • Target Operating Model design and delivery
  • Managing complex programmes and navigating ambiguity to drive towards a vision
  • Working with executive-level leaders on a day-to-day basis (Director/C-Suite)
  • Drafting and presenting exec-level papers and chairing exec-level meetings
  • Deep understanding of Financial Services operational processes and procedures
  • Strong knowledge of the UK financial services sector, including industry trends (Fin Tech), Gen AI usage in a servicing environment, regulatory landscape, competitive dynamics, and emerging trends.
  • Capability to anticipate, identify and address challenges related to setting up a new optimisation capability.
  • Understanding of data driven decision making.
  • Accomplished at managing multiple priorities and working effectively in a fast-paced, dynamic environment.
  • Ability to remain resilient and adaptable in a rapidly changing environment.
Benefits
  • 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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Target Operating Model designOperational optimisationDigitisationAutomationData driven decision makingChange managementProgramme managementTechnology adoptionGen AI
Soft skills
LeadershipConsultingCommunicationPresentationResilienceAdaptabilityPrioritizationNavigating ambiguityCollaboration