Senior Manager of Customer Services, Lloyds
Payments Operations
£78.1-91.9k
Plus 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
£78.1-91.9k
Plus 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
- You’ll be a driven and resilient leader, who demonstrates ability to nurture a high-performance culture
- You will inspire and motivate your team, coach and develop them to work together to deliver excellent customer outcomes
- You will role model the Group Values, Behaviours and Code of Responsibility
- You'll demonstrate the ability to think strategically and be able to solve complex problems
- You`ll have experience of leading and guiding teams through change & innovation programmes to ensure successful delivery
- You will have a strong operational background and experience of running operational teams
- You will have relevant product and industry experience, including experience of close working with risk and compliance functions
- You'll need to be self-motivated with an empowering and encouraging approach, to build trusted relationships with your team and broader partners
- There'll be a need to balance conflicting priorities in what is a broad, wide-ranging and senior role
What the job involves
- An inspirational leader who motivates, coaches and develops their team to work together to Help Britain prosper by providing an excellent customer experience and compliantly meeting their financial and service needs, particularly the most complex, with fair outcomes, including for our vulnerable customers
- Leads and embeds LBG priorities, adheres to regulatory requirements and sets an example by role modelling the Group Values, Behaviours and Code of Responsibility
- In the Payment Operations team, we are a team of around 1000 colleagues, mostly based in Glasgow and Birmingham, along with capability within our offshore suppliers in India
- We’re on hand to support customers when things go wrong, helping them with their complex payment queries and ensuring their payments get where they need to go
- Through maximising technology and utilising our expertise we keep the bank and our customers safe, screening payments and customers to protect the Group. The team is also accountable for reconciling the bank’s internal accounts to make sure payments are cleared within timescales
- This role represents an excellent opportunity to join the leadership teams within our International & High Value Payments / Customer Servicing & Group Reconciliations teams within Payments Operations, reporting directly to the Head of Operations
- It’s an exciting time for us, we're talking about the people, systems/processes, emerging technologies and implementation of new solutions we'll need to evolve our business to meet more client needs and keep pace with industry changes
- Manage a large team, led by Team Managers, planning and organising area activities to meet customer and organisation's service standards
- Meet the needs of significant customers related to a range of products and services
- Drive customer and colleague experience improvements across the teams
- Deliver Operational Excellence through colleagues, championing a Continuous Improvement culture
- Work closely and collaboratively with Product Owners and Platform Leads that are delivering change and transformation across the end-to-end customer journey and the Group Payments Strategy
- Deputise for the Head of Function
- Play an active role in the extended Payments Operations Leadership Team by contributing to and leading initiatives that span across Payments Operations
- Manage and mitigate risk across the team that you're accountable for and the wider Payments Operations business
- Nurture positive relationships with internal stakeholders and partners in areas such as Product owners, 1st & 2nd Line Risk, Group Finance and Economic Crime
Application process
- End Date: Wednesday 11 March 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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