Senior Continuous Improvement Manager, Payment Operations

End Date
Wednesday 17 January 2024
Salary Range
£78,634 - £92,510
We support agile working - click here for more information on agile working options.
Agile Working Options
Hybrid Working
Job Description Summary
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Job Description
JOB TITLE:Senior Continuous Improvement Manager, Payment Operations
SALARY: £78,634 - £92,510
LOCATIONS:Birmingham / Glasgow
HOURS:Full-Time
WORKING PATTERN: Our work style is hybrid, and the role will require the successful candidate to be spending at least two days per week, or a minimum of 40% of their time between our Birmingham and Glasgow offices where our operations are based.
This role represents an excellent opportunity to join the Senior Leadership within Payments Operations, reporting directly to the Director of Payments Operations to design and implement our future Payments Continuous Improvement strategy and plans.
About This Opportunity
As the Senior Continuous Improvement Manager you'll be responsible for:

• Defining, shaping, and the delivery of a portfolio of CI projects (some of which will be of high complexity) seeking opportunities for providing industry leading service whilst delivering efficiencies, financial benefits and reducing risk
  
• Leading, organising and coaching a team and projects to deliver within cost, quality and timescale objectives.
  
• Developing and direct the thought leadership and capability for Continuous Improvement pan Payments Operations.
  
• Collaborating across the organisation understanding and improving the end-to-end customer payments experience and functionality, supporting the Group (directly and indirectly) to retain and grow revenue pools and to add maximum value to clients and colleagues.
  
• Establishing and managing a project governance structure, with different levels of partner input, to effectively exercise optimal control over each project and workstream. Working with the Leadership Team to provide regular status reporting and solutions driven contingency plans.
  

What does Payment Operations do?
We're a diverse team of around 900 colleagues, predominantly based in Birmingham and Glasgow providing multiple Group-wide payment services. It’s an exciting time for us as we continue our mission to deliver a leading customer experience and support future growth for the Group! In addition to delivering our daily services to our customers we're working closely with the Payments Platform Team and others, preparing for and implementing significant change (including at industry level) into our processes and infrastructure.
On behalf of the Group, we undertake customer payment processing and support customers with complex payment queries. We're responsible for the provision of physical cash and cheque clearing services via outsourced operations. We reconcile approximately90%of the Group’s internal accounts. We support much of the Group’s financial crime technology and fulfill a number of economic crime prevention processes, including the screening of payments and customers to keep them and the Group safe. We also support the security and resilience of the day-to-day functioning of LBG payments infrastructure.
Why Lloyds Banking Group
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

• Lean / Six Sigma qualified Blackbelt / Master Blackbelt certifiedor equivalent qualifications
  
• Strong experience inleading and delivering improvement projectswithin Financial Services/Banking/Consultancy.
  
• Internal/External Relationships:Builds and maintains external and internal networks to identify standard methodology and to grow and embed Continuous Improvement behaviours and skills across the business.Strong and Effective Engagementwith the Payments leadership community and senior partners across LBG typically up to 'Director' level.
  
• Effective at collaborating with colleagues in Platforms(e.g. Architects, Business Analysts) to ensure that integration solutions are delivered.
  
• Customer Experience:Comprehensive understanding of the end-to-end customer experience lifecycle and how this can be utilised
  
• People and Self Development: Leads, motivates, develops, and coaches to build a hard-working team. Contributes to the development and performance the division and the Group Payments community.
  
• Risk:Continuously evaluates programmes/projects for financial, regulatory or compliance risks. Quickly taking appropriate steps to mitigate.
  

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.