Head of Operational Development, Lloyds
CIB
Offers an annual performance-related bonus and Share schemes including free shares
More information about location
2 days a week in office
Retail and commercial bank
Be an early applicant
Retail and commercial bank
1001+ employees
Be an early applicant
Offers an annual performance-related bonus and Share schemes including free shares
More information about location
2 days a week in office
1001+ employees
Company mission
To support families and businesses, helping them to take the next step, whatever that may be.
Role
Who you are
- Significant experience, typically gained over 10+ years, leading complex operational transformation, ideally within financial services, banking operations or a similarly regulated environment
- Strong understanding of end-to-end Operations, including workforce planning, productivity, process management, control, governance and operational risk
- Proven ability to transform a function or large-scale operational capability, rather than improving individual processes in isolation
- Track record of delivering measurable productivity, client outcomes, cost, resilience or control improvements through technology, automation, data or process re-design
- Experience building operational roadmaps and translating strategic priorities into executable delivery plans across multiple teams, platforms and stakeholders
- Strong appreciation of automation, robotics, workflow, process mining, Power Apps, PEGA, AI and data-led operations
- Ability to identify where operational processes are ready for automation or AI, and where more fundamental re-design is required
- Strong commercial and cost management expertise, with experience managing resources, prioritising investment and tracking benefits through to delivery
- Excellent stakeholder management and influencing skills, with the ability to bring together senior leaders, platform teams, change partners and operational colleagues around a common agenda
- Strong risk and control focus, with experience embedding governance, quality and control-by-design into operational change
- Excellent leadership capability, with experience building high-performing teams, developing capability and creating a culture focused on outcomes, pace, accountability and continuous improvement
- We know that great talent comes from many backgrounds. Whilst this job advert may reference specific years of experience, we recognise that skills are developed in many ways, so if you have relevant, transferable experience, we encourage you to apply
What the job involves
- Within Corporate & Institutional Banking, Client Operations and Market Operations are on an ambitious journey to become a market-leading Operations function, delivering excellent outcomes for clients, colleagues and the business
- As Head of Operational Development, you'll play a critical leadership role in shaping the future capability of Operations across Markets, Lending and Trade. Reporting directly to the CIB Chief Operating Officer, this high-profile role brings together operational planning, performance, control, process excellence, automation and AI readiness into a single development agenda
- This is an opportunity to shape how Operations evolves to support future growth, helping define the operating model, ways of working and capabilities required for the next phase of transformation
- You'll translate strategic priorities into operational delivery, building a roadmap for sustainable growth and transformation and ensuring change lands safely, sustainably and at pace. Working across Operations leadership, Product, Coverage, Change, Technology, Engineering, Data and Group partners, you'll help identify where processes can be simplified, automated, re-designed or scaled to improve client outcomes, productivity, resilience and long-term growth
- This role requires an enterprise leader who can work across complex products, geographies, customer journeys and operational functions, translating insight into execution to deliver measurable outcomes across the function
- Operations Development Strategy: Shape and lead the Operations development agenda, building a single roadmap across operational excellence, workforce planning, performance, process intelligence, automation and AI-enabled capability to deliver against productivity and efficiency targets
- Capacity, Demand & Workforce Planning: Develop the operating model, forecasting and workforce planning capability needed to support growth, productivity improvement, offshoring opportunities and long-term operational resilience
- Performance & Productivity: Own and enhance the Operations performance framework, building meaningful MI, scorecards and insights that enable leaders to understand operational health, identify productivity opportunities and track delivery against strategic outcomes
- Process Excellence & Intelligence: Lead the development of process mapping, process mining and operational intelligence capability, creating a clearer view of end-to-end processes and identifying where simplification, automation or re-design could deliver the greatest benefit
- Transformation Delivery & Benefit Realisation: Translate strategic investment and in-house initiatives into operational delivery, ensuring change is prioritised, implemented effectively and embedded into day-to-day operations, with clear benefits tracking and sustained value realisation
- Automation, Robotics & Power Apps: Partner with the platform teams as they develop and scale automation capabilities, helping embed Robotics, Power Apps and PEGA solutions that drive efficiency, reduce manual effort and support operational transformation
- AI Readiness & Data-led Operations: Lead Operations readiness for AI and advanced analytics, helping identify, prioritise and safely integrate use cases that improve client outcomes, operational performance and colleague experience
- Operational Control & Governance: Ensure operational development is delivered with strong governance, control-by-design and risk management, supporting resilience, regulatory confidence and effective oversight across key processes
- Enterprise Partnership: Partner closely with Operations, Product, Coverage, Change, Data, Engineering, Technology, PEGA Product Owners and Group teams to align priorities, unlock delivery and ensure solutions are scalable across the enterprise
- Leadership & Capability Building: Lead, develop and inspire a high-performing team, building the skills, operating practices and culture required for a modern, data-led and AI-enabled Operations function
Application process
- End Date: Wednesday 16 September 2026
Our take
Lloyds Bank, part of Lloyds Banking Group, began operations back in 1765 and is nowadays one of the UK’s leading retail and commercial banks. As with many leading banks, the company has dealt with its share of controversy, but it has nonetheless stood the test of time and worked to build back its public reputation in the wake of these setbacks.
As part of its ongoing digital transformation, the company is seeking to put the cloud at the front of its services and systems, and has cited intentions to invest heavily in overhauling its technology infrastructure. All this seeks to serve the modern banking customer, and to compete with the fast-increasing number of alternative banking options appearing on the market.
On top of this, Lloyds Bank has shown great interest in facilitating innovation in the industry, joining as a partner on "FinTech Action Labs" to bring its industry expertise to early-stage FinTechs. The company continues to enhance its online and mobile services (it is the UK's biggest mobile bank), as well as expanding its partnerships with digital banking companies.
Steph
Company Specialist at Welcome to the Jungle
Insights
-1% employee growth in 12 months
Company
Company benefits
- Flex cash: This is 4% of your basic salary and can be used to spend on the benefits of your choice, or you can choose to take it as a cash top up in your monthly salary.
- A generous holiday allowance: You’ll be eligible for a minimum of 22 days holiday (excluding bank holidays), rising to 30 days based on length of service and grade.
- A flexible way of working: Whether you want flexibility over your location or when you log on, together we can create an approach that works for you and for the business.
- Family leave: Up to 63 weeks of maternity or adoption leave. Statutory maternity or adoption pay is available for 39 weeks, and 20 weeks will be enhanced to the equivalent of full pay. Partners can have six weeks of fully paid paternity leave.
- Health insurance: Our company funded Private Medical Benefit provides all colleagues with access to good quality medical care, including accommodation, nursing care and specialist advice.
- Colleague Offers: Get discounts on everything from electrical items to cinema tickets and weekly food shopping. You can share this benefit with up to ten family members or friends.
- Financial products: Take advantage of our great financial products, some at a discounted rate, including current accounts, home and car insurance and loans.
- Share plans: Participate in Sharematch and receive matching shares of up to £45 a month from the company, and you can choose to participate in Sharesave, our combined savings and share option plan.
- Pension: We offer a generous pension plan, with all joiners being automatically enrolled in our 'Your Tomorrow' scheme. You can decide how much you save and get a say in where your contributions are invested.
Company HQ
City of London, London, UK
Leadership
Charlie Nunn
(Group Chief Executive)Spent nine years at HSBC, including as Group Head of Wealth Management and Digital, and as CEO of Wealth and Personal Banking.
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