Senior Change & Training Manager, Customer Services

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

Job summary

Lloyds Banking Group in the UK is seeking a Senior Manager in Business Readiness & Implementation to lead a critical change portfolio within Customer Services. You will drive delivery, ensure adoption of new processes and shape governance with senior leaders across change teams and operations.

The role requires 8+ years of change leadership in complex environments, strong governance experience, and a track record of delivering measurable improvements in customer outcomes and operational

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

• Change Gateway: own the change landscape, assess demand, impacts, risks and dependencies for prioritisation and governance.
• Change Partnering: bridge Operations and change teams to shape solutions and assess operational impacts.
• Training Delivery: build and lead training capability across CS areas to ensure knowledge and adoption of new processes and systems.

Skills

Change management

Leadership

Stakeholder influence

Governance

Training delivery

Job description

Lloyds Banking Group in the UK is seeking a Senior Manager in Business Readiness & Implementation to lead a critical change portfolio within Customer Services. You will drive delivery, ensure adoption of new processes and shape governance with senior leaders across change teams and operations.

The role requires 8+ years of change leadership in complex environments, strong governance experience, and a track record of delivering measurable improvements in customer outcomes and operational