Head Of Customer Service jobs in United Kingdom

End Date

Friday 25 April 2025

Salary Range

£70,929 - £78,810

Flexible Working Options

Job Share

Job Title: Commercial Performance Manager – Personal Loans

Salary: The salary banding for outside London is £59,850 - £66,500 and for London is £70,929 - £78,810

Location: London, Bristol, Cardiff, Chester, Edinburgh, Leeds, Manchester or Newport

Hours: 35 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.

About this opportunity

We support customers to achieve their aspirations with unsecured personal loans and help them understand their affordability through innovative customer experiences. We're a fun, dynamic and fast-paced team who are at the forefront of leading the way for customers & colleagues in transforming & digitising the Retail Bank for Lloyds Banking Group.

This role is part of the Loans Demand Generation and Trading team which is responsible for the promotion, acquisition and reporting of personal loan customers across our four brands (Lloyds, Halifax, BoS and MBNA), through our own and third-party channels. Most of our lending is via our own digital channels.

The team has accountability for delivering the Loans commercial plan across a variety of financial performance indicators including gross new lending, market share, net interest income, banking margins, balance sheet, P&L, return on equity and more. The objective of this role is to ensure safe delivery of said plan, profitably, fairly and within risk appetite.

What will I be doing?

1. Leading Trading and Pricing performance reviews incorporating trading performance data, driver analysis, sensitivities of loans performance and implications; synthesised for engaged discussion at trading meetings.
2. Constructing and conveying LBG performance, including accurate and timely Commercial Performance insights using reporting suites and exploratory dashboards to help identify commercial opportunities to drive growth and profitability, ensuring we hit our commercial targets.
3. Analysing, reporting and explaining customer, competitor & market insights, covering market demand, flow/stock share/size, competitor propositions and pricing, and customer profiles and behaviour.
4. Interpreting the external market, identifying trends and competitors’ strategies to understand why customers are leaving and help develop strategies to boost retention and engagement through optimisation activity to maintain a competitive edge.
5. Producing business & market forecasts, including lending, P&L, balance sheet, market share and margin outlook; specifically owning and managing QxF process.

What you’ll need

1. Commercial acumen: highly numerical, data-driven individual, responsible for maximising commercial performance, having a clear understanding of financial metrics and performance drivers.
2. Analytically curious: being able to extract customer and performance insights from customer-level datasets and provide comprehensive analyses to help the team identify commercial opportunities and threats.
3. Outstanding interpersonal skills: Ability to communicate, present and influence senior leadership, simplifying complexity to be an effective storyteller on commercial performance.
4. Strategic Thinking: Passionate about solving problems and finding innovative ways to bring data to life.
5. Decisiveness: Make rigorous decisions swiftly, considering both short-term and long-term implications.
6. Strong collaborator: Experience of working with a range of stakeholders across all levels, collaborating to achieve shared goals and objectives.
7. Critical thinking: constantly challenging own and wider teams’ assumptions to evaluate solutions and determine the best course of action for customers and shareholders.
8. Continuous Improvement: Unafraid to challenge the status quo, have an intellectually curious outlook, where you seek to innovate and adapt quickly from setbacks.
9. Extensive market knowledge and awareness: making recommendations from your insight to shape the Loans commercial agenda.

Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms.

We want our people to feel that they belong and can be their best, regardless of background, identity or culture.

We’re disability confident. So if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%.
• An annual performance related bonus.
• Share schemes including free shares.
• Benefits you can adapt to your lifestyle, such as discounted shopping.
• 30 days’ holiday, with bank holidays on top.
• A range of wellbeing initiatives and generous parental leave policies.

Want to do amazing work, that’s interesting and makes a difference to millions of people? Join our journey.

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.