Our Credit Operations Function plays a meaningful role in delivering Lloyds Banking Group's strategy to become the best bank for customers, by dedicatedly working with customers who are experiencing financial difficulty. We build relationships to help them clear arrears, or develop manageable payment solutions tailored to their circumstances and affordability.

The role?

You'll lead and engage the team to understand and drive insight into conduct, efficiency, effectiveness, and productivity performance of the business and its individual suppliers via effective data analysis, to enable the business to continually improve customer outcomes and deliver on conduct and prudential risk appetite for the group.

Most importantly, you'll identify and analyse risks, opportunities and business propositions to define priorities, identify emerging risks and understand customer/business impacts and requirements arising from new Product, Risk and Operational proposals.

So could you lead a business support focussed agenda which enables Credit Operations to fulfil customer needs and meet budget expectations within risk and compliance frameworks whilst controlling resources across the team?
Want to know more?

You'll ensure the effective motivation, mentoring and development of all team members to deliver business objectives, enabling colleagues to acquire the specialist skills needed to perform their role whilst demonstrating and embedding LBG Group Values.

As well as providing a performance and analytics consultancy service via insightful information, you'll also guide and advise to influence business decisions.

You'll provide technical expertise as and when required to support the business and utilise knowledge and experience to deliver sustained continuous improvement.

You'll personally embody the LBG culture and vision through ownership of the portfolio analytics agenda (e.g. Mainstream Collections, Litigation)) in order to identify business priorities and develop new customer journeys.

You'll specify and deliver the requirements for Credit Operations analysis including channel (SMS, letter and dialler) & speech analytics, as well as the analysis required to optimise end to end customer journeys.

You'll develop and monitor business performance measurements identifying remedial actions as required and providing business commentary together with recommended business priorities to address gaps.

You'll define intra-month contact strategy priorities, considering capacity plans and portfolio priorities.

You'll develop and deliver analytical insight into the performance of arrears / portfolios in financial difficulty, strategies, channels and operations.

You'll respond to regulatory and external bodies data/info request management including thematic reviews.

Provide Incident analysis to support root cause analysis and remediation planning.

Lead an efficient and effective team that delivers on cost budgets, you'll co-ordinate available resources and monitor workflow to ensure that the daily workload is consistently completed in line with agreed service standards.

Participate in projects, evaluating risks and recommending solutions which meet business goals. Run projects defining plan/resource requirements and ensuring deliverables are achieved within the required time, cost and quality parameters.

Review, evaluate and mitigate potential risk - enabling management of effective controls and urgent identification, escalation, and resolution of any identified events or incidents. Interpret external market developments, statutory regulations and internal Group requirements, ensuring effective business performance interventions are developed to meet these needs and to contribute to the achievement of Credit Operations.

Develop, maintain and improve effective workings relationships with other business divisions and internal partners, providing input to discussion and decisions on a wide range of issues. Ensuring that appropriate support and feedback is provided to the Head of Function to support their decision-making capabilities on wider strategic initiatives and interactions with the Executive committees.

Finally, you'll actively build and maintain you're own professional networks to ensure a robust understanding of industry best practice, external benchmarks and developing market risks.

What's in it for you?

We're passionate about development, with a culture built around advancing the best of our people. We're genuine about equal opportunity, as well as our people representing the communities we serve.

We're also considerate of agile working, and open to considering aspects of this to suit individual and business requirements on a flexible basis and as appropriate.

Credit Operations has sites across Hove, Chester and Pitreavie. We'd like you to travel to and work from our sites regularly.

Your package will include:

A performance bonus based on whole of role contribution generous pension contribution
30 days leave plus bank holidays
A 4% flex cash pot to spend on benefits (or take as cash)
Car allowance
Private health cover
Share schemes including free shares

Join us and be part of an inclusive, values-led culture passionate about making a difference. Whatever your aspiration, you can also expect excellent benefits, personal development and a career that's enriching and full of opportunity
Together we make it possible.