Operations Manager - Everyday Banking - #1779106

Job Title: Operations Manager, Everyday Banking

Location: Edinburgh or Birmingham

Salary: £59,850 - £66,500

Hours: Full time

Working Pattern: Our work style is hybrid, which involves spending at least two days per week, or 40% of your time, at our above offices.

About This Opportunity:

At Lloyds Banking Group, we're committed to helping Britain prosper - and our Everyday Banking and Service Registration teams are at the heart of that mission. We're passionate about delivering seamless, intuitive and personalised banking experiences that put customers in control.

As our Operations Manager, you'll lead a high-performing team of over 100 customer service specialists that thrives on teamwork, innovation and continuous improvement. You'll play a key role in shaping how we serve millions of customers every day, ensuring our services are efficient, compliant and customer focused. The team works closely with partners across Commercial Banking providing key day-to-day banking services to customers in Business and Commercial Banking (BCB) and Corporate and Institutional Banking (CIB) as well supporting our customers in the set-up and maintenance of banking products and services.

This is a fantastic opportunity to join a team that's passionate about building market-leading products and delivering great outcomes. You'll work in a fast-paced environment where your leadership will drive operational excellence, support regulatory compliance and help develop the next generation of talent. If you're ready to make a real impact and grow your career in a supportive and forward-thinking organisation, we'd love to hear from you.

What you'll be doing:

• Lead and supervise a customer service team to deliver high-quality support across Everyday Banking and Service Registrations O4B Reg and CBO Amendments.
• Manage daily operational performance, ensuring service levels are consistently met and improved. Ensuring that operational delivery aligns with regulatory and risk management frameworks.
• Identifying and implementing improvements in compliance processes, systems and procedures
• Collaborate with internal both within and external to BCB and CIB as well as with and external stakeholders, including regulators and third party partners, to support compliance initiatives.
• Use data and performance metrics to drive service improvements and inform decision-making.
• Support the development of team capabilities through coaching, mentoring and training.
• Working closely with Product and Platform colleagues to digitise our business, automate processes and introduce new data tools and analytics.

Why Lloyds Banking Group:

If you think all banks are the same, you'd be wrong. We're an innovative, fast-changing business that's shaping finance as a force for good. A bank that's empowering its people to innovate, explore possibilities and grow with purpose.

What you'll need:

• Confirmed experience leading operational teams in a high-volume financial services environment. You have the ability to lead, empower and inspire a team to deliver a high-quality client service through effective measurement, management, decision-making, coaching and development.
• Strong understanding of compliance and risk management frameworks within financial services.
• Proven ability to analyse complex information and drive continuous improvement with a confirmed understanding of operational metrics and how to positively influence them.
• Strong communication and stakeholder engagement abilities, both internally and externally.
• A proactive, customer-focused approach with a passion for delivering results.
• Personal resilience and persistence, ensuring that high quality results are consistently delivered.

About working for us:

Our ambition is to be the top tier 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 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 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 provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need

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 for a career where you can have a positive impact as you learn, grow and thrive? Apply today and find out more.