Business Readiness & Implementation Senior Manager

Lloyds Banking Group; Ledston; Hybrid; GBP 78,000 - 92,000; Full time

Job summary

Lloyds Banking Group in the UK seeks an inspirational senior manager to shape Customer Services, leading three teams to land and embed change across the operation. You will prioritise demand, assess risks and drive training delivery to ensure adoption of new processes and systems.

With 8+ years in large-scale change within complex environments, you will build capability, govern delivery and influence senior stakeholders to deliver measurable improvements in customer outcomes and colleague

Qualifications

• 8+ years' experience leading change within large, complex operational or customer service environments.
• Demonstrable experience leading managers and multidisciplinary teams across change delivery, business readiness or training.
• Extensive management of a complex portfolio of change, including demand, prioritisation, timing, risks and dependencies.
• Delivering multiple major changes from operational impact assessment through to implementation, adoption and transition into business as usual.
• Building, leading or significantly improving an operational training capability, with accountability for training design, delivery and effectiveness.
• Chairing senior governance forums and making recommendations on prioritisation, operational readiness, delivery risk and go-live decisions.
• Influencing Director-level internal customers, challenging delivery plans, resolving competing priorities and securing decisions.
• Delivering measurable improvements in customer outcomes, colleague capability, operational performance, controls or risk.

Responsibilities

• Leading three teams: Change Gateway, Change Partnering and Training Delivery to land and embed change.
• Owns Customer Services' view of the change landscape to enable informed prioritisation and governance.
• Collaborates with Operations and senior leaders to land and embed change across the business.

Skills

Change leadership

Team leadership

Portfolio management

Change delivery

Training capability

Governance

Stakeholder influence

Impact improvement

Job description

Description

JOB TITLE: Business Readiness & Implementation Senior Manager.

SALARY: £78,100pa to £91,800pa plus an extensive benefits package.

LOCATIONS: Edinburgh or Leeds.

HOURS: Full-time.

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites. Colleagues with disabilities can be supported with workplace adjustments including hybrid working expectations in line with our Flexibility Works policy.

We have an exciting opportunity for an inspirational and talented senior manager to help shape the future of Customer Services. Joining Lloyds Wealth & Insurance Customer Services (CS) at a pivotal point in our transformation journey, you'll play a key role in building a more efficient, capable and customer-focused operation, helping us deliver a market-leading service for customers while creating a great experience for colleagues.

Reporting to the Operational Excellence Hub, you'll lead a team responsible for ensuring change is successfully introduced, adopted and embedded across Customer Services. Working closely with senior leaders, change teams and operational colleagues, you'll bring visibility, structure and support to a significant portfolio of change, helping the business make informed decisions, land change safely and build the capabilities needed for the future.

This is a unique opportunity to play a key role in shaping how Customer Services prioritises, lands and embeds change, helping build the capabilities needed for the future operation, by leading the following three teams:

• Change Gateway: Owning Customer Services' view of the change landscape, assessing demand, impacts, risks and dependencies to enable informed prioritisation, effective governance and successful delivery of change. The Change Gateway acts as the single front door for all change impacting Customer Services, ensuring change is prioritised, governed and delivered in a way that balances customer outcomes, colleague experience, operational performance and risk.
• Change Partnering: Acting as the bridge between Operations and change teams, helping shape solutions, assess operational impacts and ensure change is designed and delivered in a way that works for customers, colleagues and the business. Change Partnering ensures Customer Services has a strong voice throughout the change lifecycle, helping shape, land and embed change in a way that delivers successful outcomes for customers, colleagues and the business.
• Training Delivery: Building and leading Customer Services' training capability (delivering training across the majority of CS areas), ensuring colleagues have the knowledge, skills and confidence needed to adopt new processes, systems and ways of working. Training Delivery plays a critical role in helping Customer Services successfully adopt change. We're bringing together and evolving a training capability that will support the majority of Customer Services. Working closely with Change Partners and operational leaders, the team ensures colleagues have the knowledge, skills and confidence needed to embrace new ways of working.

What You’ll Need:

• 8+ years' experience leading change within large, complex operational or customer service environments.
• Demonstrable experience leading managers and multidisciplinary teams across change delivery, business readiness or training.
• Extensive management of a complex portfolio of change, including demand, prioritisation, timing, risks and dependencies.
• Delivering multiple major changes from operational impact assessment through to implementation, adoption and transition into business as usual.
• Building, leading or significantly improving an operational training capability, with accountability for training design, delivery and effectiveness.
• Chairing senior governance forums and making recommendations on prioritisation, operational readiness, delivery risk and go-live decisions.
• Influencing Director-level internal customers, challenging delivery plans, resolving competing priorities and securing decisions.
• Delivering measurable improvements in customer outcomes, colleague capability, operational performance, controls or risk.

Why join us?

We’re on an exciting journey to transform our Group and the way we’re shaping finance for good. We’re focusing on the future, investing in our technologies, workplaces, and colleagues to make our Group a great place for everyone.

This is a place for you:

Our ambition is to be the leading 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.

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.