End Date
Wednesday 21 June 2023
Salary Range
£61,641 - £68,490
Agile Working Options
Flexibility in when hours are worked, Hybrid Working
Job Description Summary
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Job Description
The Islands are a key part of the Lloyds Bank Corporate Markets and Corporate & Institutional Banking business operating across Jersey, Guernsey, and the Isle of Man.
With exciting plans to double the size of the business by 2026, we're looking for an accomplished Operations Manager to lead the transformation of our Account Opening Team based in the Isle of Man.
Our ambition is to deliver a simple, quick, and efficient onboarding experience for our customers. This leadership role will play a key part in ensuring we deliver on this ambition, alongside accountability for efficient management of the Operations Continuous Improvement (CI) pipeline. This will include promoting CI, energising colleagues to identify improvement initiatives, maintaining a healthy CI pipeline, prioritising initiatives, and reporting on the benefits derived against agreed targets.
Are you an adaptable and forward-thinking leader who is passionate in delivering customer excellence? Do you enjoy engaging a wide range of partners and responding to customers and colleagues changing needs?
If you answer yes to some or all of these questions then we’d love to hear from you…
Please note to apply for this role you'll need to be based in one of these locations: Isle of Man, Jersey, or Guernsey.
About the role:
This is an exciting opportunity for a talented individual to join the LBCM Islands business, as an Operations Manager, leading and motivating our Account Opening team. Some of the activities you’ll be involved in are:
You’ll put the customer at the heart of the business by ensuring customer service delivery is achieved through effective demand planning, and ensuring we have the greater agility through colleagues with the right skills and capabilities to deliver those journeys, today and in the future.
Lead, empower and develop a team of colleagues with high levels of engagement, retention and talent development through a strong people plan.
Build strong, credible relationships within the Islands ecosystem.
Pro-actively influence the design of customer journeys and multi-channel experience. Ensure our servicing requirements are clear and support colleagues to consistently deliver an excellent customer experience.
Maintain an effective internal controls framework and ensure a robust and appropriate set of KPI/OKR’s are in place, monitored and drive intervention where performance is not as expected.
Develop and maintain a strong leadership system for your area of responsibility that allows for accurate and timely info flow up and down the structure, incorporating daily, weekly, and monthly cycles to meet corporate objectives/ strategy.
Key outputs of the role will be customer service performance, colleague satisfaction, improved operational efficiency and effectiveness, and delivery of transformational and local improvement initiatives.
What would make you successful in this role?
We’re looking for an individual with highly developed leadership capabilities, can be a strategic problem solver, with a track record of exceptional customer focus.
You’ll have an ability to deliver results through others and have a great awareness of and contribution to business strategy.
You’ll be able to influence others, use judgement and have excellent written and verbal communication skills to be able to share ideas, proposals, and issues to a range of senior colleagues.
Highly curious, passionate about the customer and proactively seek opportunities to improve customer, partner, and colleague experience.
A passion for enhancing operations through use of Operational Excellence management tools and techniques eg GROW coaching, skills matrix, team-based problem-solving techniques, capacity planning etc to support the sustainability of the Operational Capability Programme mindset
We’re looking for you to have detailed understanding of the frameworks and practical application of all relevant aspects of risk, governance and control management.
You’ll have highly developed leadership capabilities along with strong commercial awareness and judgement.
Knowledge of KYC (Know Your Customer) and AML (anti-money laundering) policy and procedures is preferable.
So what can we offer you in return?
You'll be rewarded with excellent benefits, personal development, and a career that’s enriching and full of opportunity!
We're committed to building an inclusive workforce which reflects the diversity of the customers and communities we serve, and where all our colleagues can be themselves, and succeed on merit. We support the principles of agile working and are happy to consider flexible working arrangements. We're an equal opportunity employer and deeply value diversity within our organisation.
Together we make it possible.
Why should you apply?
You’ll become part of an encouraging team who work in a variety of flexible ways to accommodate our work-life balance. We have a truly inclusive culture and value diversity of thought to help continuously drive us forward.
We look forward to hearing from you!
At Lloyds Banking Group, we're driven by a clear purpose; 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 keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person.
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.