Head of Operations, Consumer Growth

Lloyds Banking Group; Bristol; On-site; GBP 104,000 - 124,000; Full time

Job summary

A leading UK bank is seeking a Head of Operations for its Consumer Growth team in Bristol. This role involves leading operations to support 2,500 colleagues, focusing on customer experiences and driving strategic initiatives. The ideal candidate has strong leadership and operational excellence skills, with a commitment to data-driven decision-making. Flexible working arrangements are offered along with competitive benefits.

Benefits

Up to 15% pension contribution

Annual bonus based on group performance

Share schemes including free shares

Flexible benefits such as shopping discounts

30 days’ holiday plus bank holidays

Qualifications

• Passionate about developing colleagues and coaching teams.
• Responsible for designing operational strategies that support growth.
• Confident in using data for decision-making.

Responsibilities

• Lead operations for the Consumer Growth business.
• Oversee customer outcomes and business continuity.
• Manage complex change initiatives and ensure compliance.

Skills

Leadership & Communication

Operational Excellence

Data & Strategic Insight

Job description

End Date

Friday 08 August 2025

Salary Range

£104,992 - £123,520

We support flexible working – click here for more information on flexible working options

Flexible Working Options

Hybrid Working

Job Description Summary

There is an exciting opportunity to join the Consumer Growth team as the Head of Operations, enabling approximately 2,500 colleagues to serve our customers across the Home, Relationship, and Premier teams.

Consumer Growth is set up to be a key driver of the Group’s growth strategy, focusing on supporting customers across their Home, Borrowing, Savings, and Investment needs. By leveraging digital channels and skilled colleagues, we aim to deepen customer relationships and deliver exceptional experiences.

Consumer Growth Objectives:

- Deliver the UK's Most Recommended Banking App
- Drive Digital Sales for the Group
- Digitise to Mobile First by Transforming Customer & Colleague Experiences

Job Description

Title: Head of Operations, Consumer Growth

Location: Bristol, Glasgow, Belfast, Leeds, or Manchester

Hours: Full time

Working Pattern: Hybrid, approximately two days per week in one of our office hubs

About this opportunity

This role offers a chance to lead operations for the Consumer Growth business, supporting around 2,500 colleagues serving our customers. You will oversee how we maintain smooth operations, support change initiatives, and ensure our colleagues have the resources needed to excel.

Success requires strategic thinking, effective communication of transformation efforts, and agility in responding to new priorities. You will report to the Consumer Growth Director and work as part of the Senior Leadership Team to shape growth strategies while keeping customers central to decision-making.

Key responsibilities include:

• Collaboration: Work closely with Customer Facing Leads, the Consumer Director, and partners to oversee customer outcomes, business continuity, change implementation, and team engagement.

• Change & Transformation: Lead complex change initiatives, ensuring they are well-governed, aligned with strategy, and effectively communicated. Promote a culture of agility and continuous improvement.

• Controls & Conduct: Manage controls across Consumer Growth, fostering a customer-centric culture compliant with Consumer Duty and prioritizing fair treatment and integrity.

Required skills:

• Leadership & Communication: Passionate about developing colleagues, coaching, empowering, and inspiring teams. Effective at delivering engaging messages and building trust and purpose during change and steady-state.

• Operational Excellence: Responsible for designing and delivering operational strategies that support growth, compliance, and customer outcomes. Lead multidisciplinary teams for seamless execution.

• Data & Strategic Insight: Confident in using data for decision-making, assessing performance, and driving improvements based on feedback.

About working for us

We are committed to diversity, equity, and inclusion, supporting our customers, colleagues, and communities. We offer flexible working arrangements, workplace adjustments, and are a Disability Confident Leader, guaranteeing interviews for eligible applicants with disabilities or health conditions.

Our benefits include:

• Up to 15% pension contribution
• Annual bonus based on group performance
• Share schemes including free shares
• Flexible benefits such as shopping discounts
• 30 days’ holiday plus bank holidays

Join us to do meaningful work that makes a difference to millions.

At Lloyds Banking Group, our purpose is to help Britain prosper. We focus on making a difference and offer opportunities for growth and development.

We prioritize data security, only requesting sensitive information during formal processes, and are dedicated to building an inclusive, values-led culture where everyone can thrive.