Head of Customer Service Excellence & Ops Transformation

Lloyds Banking Group; Leeds; Hybrid; GBP 104,000 - 124,000; Full time

Job summary

A leading UK bank is seeking a Head of Customer Service Excellence & Operational Optimisation. This role focuses on transforming customer service operations through innovative practices and technology. It requires experience in managing large-scale changes in financial services and designing effective operational processes. The position offers a hybrid working pattern, allowing flexibility. Competitive salary and numerous benefits, including a generous pension and wellness initiatives, are part of the package.

Benefits

Generous pension contribution

Annual performance-related bonus

30 days holiday

Wellbeing initiatives

Flexible shopping benefits

Qualifications

• Experience embedding large-scale transformation within Financial Services.
• Capability to streamline operational processes through digitisation.
• Experience in managing complex programmes and navigating ambiguity.

Responsibilities

• Design and deliver a Target Operating Model for customer services.
• Drive operational efficiency and assess processes for optimisation.
• Lead the adoption of new technologies to enhance customer experiences.

Skills

Transformational leadership

Operational optimisation

Financial Services knowledge

Data-driven decision making

Job description

A leading UK bank is seeking a Head of Customer Service Excellence & Operational Optimisation. This role focuses on transforming customer service operations through innovative practices and technology. It requires experience in managing large-scale changes in financial services and designing effective operational processes. The position offers a hybrid working pattern, allowing flexibility. Competitive salary and numerous benefits, including a generous pension and wellness initiatives, are part of the package.