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Head of Merchant Services Operations

Lloyds Banking Group
London, United Kingdom
Closing date
11 Mar 2024

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Job Details

End Date
Sunday 10 March 2024

Salary Range
£0 - £0

We support agile working - click here for more information on agile working options.

Agile Working Options
Hybrid Working

Job Description Summary

Job Description

JOB TITLE: Head of Merchant Services Operations

LOCATION:London / Basildon (Primary operational location is Basildon with an expectation of frequent time in London working with the broader Merchant Services business team and senior partners)


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.

This is a fantastic opportunity to lead Lloyds Banking Group’s Merchant Services Operations team at a time of incredible change and growth!

About This Opportunity

Merchant Services (MS) provides a diverse range of products and services to merchants from micro merchants to enterprise customers that want to accept payments via a mixture of channels including face to face, online and over the phone. Merchants of all sizes are increasingly demanding and expect a significant level of sophistication in how their payment needs are considered. Merchant Services has received significant investment under the Group Strategic Review demonstrating its strategic importance to the Group.

We're looking for an experienced and progressive leader to manage and drive our operational servicing teams supporting the MS division. Reporting directly to the Director of Banking & Trade Delivery, you'll be responsible for developing and implementing the operational strategy with our strategic technology partner, Fiserv.

You'll work closely with our operational team and the Fiserv operational partners to provide the best service to our customers. The focus of the role will be service improvement to strengthen what is in place today and work with partners to build service excellence and resilience for the future. There remains a lot to do to realise the vision of a digital-led servicing proposition for the majority of clients, with client self-service options and automated fulfilment needing to be scaled across the business.

You'll also be tasked with the creation and implementation of a robust performance framework for management of the joint venture and teaming across product, technology, risk, compliance to deliver scaled solutions to our servicing challenges.

Key Accountabilities:
  • Strategic Leadership: Develop and implement a forward-thinking operations strategy that uses market trends, customer insights, and competitive analysis to position LBG as a premier player in the Merchant Services market. Be a key contributor to the LBG Merchant Services Leadership team.
  • Joint Venture Management:Manage our Merchant Services Operations across both LBG and its joint venture partner, Fiserv.
  • Effectiveness:Make significant step change improvements in key customer experience metrics, for example; overall NPS, journey NPS, complaint levels, Average Handling Time, customer Identification and Verification effectiveness etc.
  • Thought Leadership:Help lead the development and implementation of solutions that require a multi-disciplinary approach to solving. Working to solve with product, technology, transformation, credit risk, compliance etc.
  • Team Leadership: Build and lead a high-performance team, providing mentorship, guidance, and fostering a culture of innovation, cross functional leadership, data driven problem solving and collaboration both internally within Lloyds Banking Group and across the joint venture with Fiserv. (Total Direct Reports: 8-10 / Total Team Size: c.50)
  • Budget Management: Secure and manage a budget effectively, prioritising high-impact initiatives and optimizing return on investment.
  • Risk and Compliance: Management of operational, conduct, resilience, payment and regulatory risks encountered.

About Us

We're on an exciting journey and there couldn't be a better time to join us. The investments we're making in our people, data, and technology are leading to innovative projects, fresh possibilities, and countless new ways for our people to work, learn, and thrive.

What You'll Need
  • Deep understanding of merchant services, payment processing, and the broader Fintech environment.
  • Proven track record of developing and implementing successful operational strategies that support customer acquisition and ever improving service satisfaction.
  • Experience working with cross-functional teams, third parties, joint ventures and other partners to achieve business objectives.
  • Innovative approach and willingness to challenge the status quo to achieve operational excellence.
  • Excellent leadership and team management skills, with the ability to inspire and guide a diverse team.
  • Strong analytical and critical thinking capabilities, coupled with exceptional communication and presentation skills.

About Working For Us

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 were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative.

And it's why we especially welcome applications from under-represented groups. 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

Ready to start growing with purpose?Apply today.

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.

We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person.

We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.


We’re creating an organisation that attracts, retains and develops the best talent in the industry, and one that openly embraces diversity too. But more than that – we want to be a great place to work. We invest in our people, offering the best training and coaching, and by encouraging them to contribute to our leading corporate and social responsibility practices. We offer flexible working hours and days, under our Work Options scheme. This means that you can have a challenging and rewarding career, and still have an ideal work/life balance.

Flexible working is at the heart of our strategy. We’re re-imagining where, when, and how our people work, with new approaches designed to meet the ever-changing needs of customers and colleagues. These include increasing our use of remote-working tools and technology, as well as placing less reliance on a 9-to-5 mindset. For many of our office-based colleagues, we work in hybrid ways which involves spending at least two days per week or 40% of their time at one of our office sites.

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