Senior Change & Readiness Leader, Customer Services

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

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