At Lloyds Banking Group, we have a clear purpose; to help Britain prosper and to become the best bank for our customers. What we do makes a genuine difference to families, businesses and communities. Finance is key to that success by securing and building the financial strength and performance of the Bank.

Insurance and Wealth helps personal and business customers with their long-term protection, retirement, and investment needs. We support around 10 million customers with assets under administration of £155 billion and annuity payments in retirement of over £1 billion every year.

As the Head of Operations, Bulk Annuities you'll be responsible for the delivery of the benefits and services to bulk annuity policyholders, providing leadership and strategic direction in their business area, accountable to the Managing Director of Retirement & Longstanding, Insurance.

You'll manage our relevant third party suppliers and the internal implementation processes for bulks annuity onboarding. Key to this role is the responsibility for ensuring all internal and external partners are on board with the required deliverables, have agreed timescales and are able to support the planned delivery of the product feature / bulk annuity project / new product features.

A combination of Subject Matter Expertise, relationship and project management and negotiation skills are the core skills required to deliver. As Subject Matter Expert, the role also includes setting and agreeing policy and procedures with the TPA ensuring that the policies, procedures and customer treatment align with the wider LBG standards.

Location & ways of working:

Our team is based in our London hub, therefore we'll need you to be based a commutable distance from this area.

We're happy to consider options for agile working. We operate a hybrid model, enabling colleagues to experience the benefits of time in the same location as their colleagues while also entrusting colleagues with choice about how, when and where they work, to deliver their very best.

Key Accountabilities:

• Ensure full interaction with other areas of the business, including Origination and Finance, is undertaken to deliver successful on-boarding of new bulk annuity policies following signing.

• Own the delivery of services provided by LBG's chosen TPAs, ensuring performance meets with contractual requirements.

• Responsible for oversight and governance of TPAs in accordance with LBG's supplier management framework.

• Work across business areas (including Finance, Legal and Origination) to identify and secure appropriate resources to work on product features, process developments and/or bulk annuity transactions.

• Responsible, with support from the Director of Individual and Bulk Annuities, for product / process governance, including presentation materials to relevant committees.

• Responsible for complaint handling, reporting and customer treatment standards including vulnerable customer treatment in line with Group requirements.

• Responsible for delivery of operational solutions to follow regulatory developments including Pensions Dashboard, Consumer Duty etc.

• Engage with a diverse group of internal colleagues to drive the direction and delivery of product features and process developments.

• Coordinate ongoing client relationship management of Trustees / internal pension departments while policies remain in buy-in phase.

• Continuously evaluate transaction and product / process development for financial, process and people risks, and to ensure regulatory compliance.

• Appointing, motivating, managing, developing and appraising colleagues within the Bulk Operations team, ensuring they have the efficient mix of technical and management capabilities to fulfil the business objectives and that they make most efficient and effective use of resources.

Skills & experience we're looking for:

• Defined benefit pensions knowledge, ideally with bulk annuity experience

• Strong internal and external relationship management skills.

• Ability to effectively communicate both verbally and in writing to engage a variety of partners both internally and externally.

• Proven experience of challenging and providing effective oversight to allow sound decisions to be made and targets met.

• Effective negotiation skills; being able to bring together internal and external partners to drive the project forward while recognising and mitigation conflicting priorities.

• Experienced in supporting commercial transactions and presenting to potential clients on operational matters.

• The ability to turn strategy into concrete actions which are delivered to meet targets and satisfy a broad range of internal and external customers.

• Has a strong understanding of the regulatory and governance environment within the insurance regime.

• High degree of awareness of customer and conduct issues to ensure focus and an intrinsic desire to improve the customer experience in a business.

• Strong self-awareness with the desire to exceed expectations and demonstrate resilience in overcoming challenges and determination to deliver results for the business. Demonstrates energy, pace and self-confidence.

• Understands their impact on others and influences accordingly; builds effective and collaborative relationships internally and externally.

• Managerial / leadership experience would be beneficial.

What you'll get in return?

In addition to a competitive base salary, the position also offers:

• Discretionary Performance Share Award

• Generous pension contribution

• A flex benefits cash pot you can adjust to suit your lifestyle (4% on top of your basic salary)

• Private health cover

• Share schemes

• 30 days holiday plus bank holidays

In return for your expertise, you'll enjoy our total dedication to your ongoing personal and professional development.

So if you have the skills we're looking for, we'd love to hear from you..... We'll help you perform at your best today, so you can fulfil all your potential in the future. We know that success is built from the inside out through our people.

We're an equal opportunity employer and deeply value diversity within our organisation. We'll ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Together we make it possible.

Did you know we've won awards?

We've gained industry recognition including Stonewall Top 100 Employer, Top 30 Employer for Working Families, Gold Standard 2014 from the Business Disability Forum and Top 50 Employer for Women.