Senior Mortgage & Protection Manager, Consumer Growth

Lloyds Banking Group

Senior Mortgage & Protection Manager responsible for enhancing customer experiences and leading teams at Lloyds Banking Group. Focused on compliance and fostering a customer-obsessed culture.

Posted 6/5/2026full-timeBirmingham • 🇬🇧 United KingdomSenior💰 £78,098 - £91,880 per yearWebsite

About the role

Key responsibilities & impact

Play a key role in delivering outstanding customer experiences
Ensure every interaction is responsible, compliant and adds real value
Use insight, coaching and clear direction to help your leaders and advisers better understand customer needs and build deeper, more meaningful relationships
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
Keep customers at the heart of every decision, using data, market awareness and judgement to simplify journeys, improve conversations and deliver better outcomes
Lead with strong accountability for risk and conduct, embedding a culture where doing the right thing for customers is always the starting point
Create an inclusive, high-performing environment
Build capability through high-quality coaching, feedback and development

Requirements

What you’ll need

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
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

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

coachingperformance managementdata analysiscustomer outcomesrisk managementcompliancestorytellingdigital capabilitiesAI-enabled capabilitiescommercial planning

Soft Skills

leadershipaccountabilitycommunicationrelationship buildinginclusive environmentteam developmentcustomer obsessioninsight sharingjudgmenthigh-performance culture