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Director - Ongoing Know Your Customer (OKYC) Operations

Lloyds Banking Group
Manchester, United Kingdom
Closing date
31 May 2024

Job Details

End Date
Thursday 30 May 2024

Salary Range
£0 - £0

We support flexible working - click here for more information on flexible working options

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Job Description Summary

Job Description

JOB TITLE:Director, Ongoing Know Your Customer (OKYC) Operations

SALARY: £80,000 - £103,000

LOCATIONS:Manchester, Birmingham or Edinburgh


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 OKYC office sites. Please note this role requires providing visible leadership at our 3 strategic sites on a weekly basis.

Please note the close date for applications is Thursday 30th May. Interviews will be held week commencing 3rd June 2024.

About This Opportunity

Our Client Service Team resides in the Business and Commercial Banking Chief Customer Office (BCB CCO), the operational hub of BCB, comprised of c.3000 colleagues across eight areas, playing a pivotal role in enabling and delivering our vision of becoming the best bank for clients, both now and in the future. This is underpinned by a dedication to maintaining our culture and driving efficiency.

This is a rare and exciting opportunity for an expert Senior Leader to join our team. Reporting into and providing support to the Head of Ongoing Know Your Customer Operations, the Director plays a key role in the delivery of a client facing operation in a business subject to Anti-Money Laundering regulations, internal & external policy requirements. You’ll provide leadership and support to enhance, improve and reinforce the purpose of the team, in addition to handling risks and controls across the business.

Key Accountabilities:
  • Effective leadership of large-scale operations of c150 FTE across multiple locations.
  • Take ownership for implementing development for the team, informally coaching and mentoring others throughout the organisation and investing in your own personal development.
  • Drive operational performance on multiple metrics ensuring this is delivered with a risk balanced approach.
  • Monitor and lead a wide range of activities and operational MI, ensuring successful delivery of the E2E journey, compliance with regulatory requirements and collaborating closely with other internal risk management functions.
  • Management and minimisation of risk across a regulated landscape considering both internal and external policies.
  • Working collaboratively across our Senior Leadership Team to support on key initiatives both across Client Services and the wider BCB COO. Maintain comprehensive partner relationships across Group.
  • Driving innovative continuous improvement across colleague and client journeys at pace, implementing solutions to ensure positive client outcomes.
  • Supporting key programmes of change, implementing improvements to processes and procedures, whilst maintaining compliance.
  • Provide cover and deputising when required.

What You'll Need

This role is suitable for an inspirational and empowering leader with experience in running large client facing operations. You'll bring strong experience leading and redefining operational teams, to deliver excellent results, whilst taking colleagues on a positive journey to grow with purpose to drive the right outcomes for clients and the business. Alongside this you'll need:
  • Extensive knowledge of (and passion for) Fraud & Financial crime prevention
  • ACAM’s/ICA qualified (must be obtained within 12 months of start date if not already held)
  • Demonstrable ability to inspire and motivate colleagues, coaching and developing themselves and their team to work together by providing an excellent customer experience to meet their financial and service needs compliantly.
  • Experience in supporting agile change programmes and implementing improvements.
  • Ability to communicate optimally at all levels and across different audiences, embracing our Grow with Purpose strategy and influencing colleagues to practice the ‘seven shifts’. Strong ability to build and maintain working relationships internally and externally.
  • Experience balancing and deliver on multiple priorities within tight timescales, using good judgment to drive effective prioritisation and translating deeply sophisticated topics effectively.
  • Focus and care for our customers particularly the most complex and those that are vulnerable.

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

This is a once in a career opportunity to help shape your future as well as ours.Join us and grow with purpose! 🚀

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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