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Senior Manager CVM Operating Office

Lloyds Banking Group

Location: Bristol City, Greater London, West Yorkshire

Job Type: Full time

Last updated

Be brave, not perfect.
- Reshma Saujani

End Date

Thursday 30 June 2022

Salary Range

£59,632 - £74,540

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

Agile Working Options

Other Agile Working Arrangements / Open to Discussion

Job Description Summary

You'll be accountable for 3 key themes of activity with a dedicated manager aligned to each theme: 1. Performance, Cost and FTE Reporting, 2. Systems Assurance and Data Quality and 3. Risk and Data Policy.

Job Description

At Lloyds Banking Group (LBG), we’re motivated by a clear purpose - to Help Britain both recover and prosper. And as the UK's largest digital, retail and commercial bank our colleagues are passionate about making a difference to customers and communities.

Customer Value Management (CVM) is the analytical team at the heart of the Chief Customer Office (CCO), using group data to transform the experiences of our customers. At the heart of our strategy is Customer Relationship Growth (CRG) which seeks to truly transform our interactions eco system into a world class capability, and connect personalised decision making across the group including pricing, customer services, credit risk, fraud etc. In doing so LBG will be uniquely placed to support our customers in ways beyond the abilities of our competitors and places CCO at the centre of the groups' strategy. In so doing, we aim to deliver superior customer satisfaction and greater depth of relationships with our customers.

We harness LBG’s wealth of customer data to bring to life what our customers current and future needs are - allowing us to enhance the relevance of the marketing interactions. Our activities support over £100m per annum in commercial value for the Retail Bank!

As the Senior Manager – CVM Operating Office you will report to the Head of the Consents and Operating Office and will be supported by 3 Managers leading an overall team of c.12 colleagues. Working at both a CVM (Customer Value Management) and CCO (Chief Customer Office) level, you will be accountable for 3 key themes of activity with a dedicated manager aligned to each theme: 1. Performance, Cost and FTE Reporting, 2. Systems Assurance and Data Quality and 3. Risk and Data Policy.

Performance, Cost and FTE Reporting

  • Lead on performance reporting (balanced scorecards) for both CCO and CVM including construct and target setting

  • Lead on the development of operational performance measurement for CVM

  • Manage cost and FTE tracking and reporting for CBM including identification and delivery of improvement opportunities

Systems Assurance and Data Quality

  • Supporting the delivery of multichannel customer interactions though volume monitoring, batch management, analysing customer complaints and handling queries

  • Improve and optimise processes, identifying and delivering on automation and simplification opportunities

  • Lead data quality issue management for CCO including engagement with the Divisional Data Office and production of committee outputs for Customer Risk Committee

Risk and Data Policy

  • Ensure CCO’s data policy risks are understood, documented and mitigated with key controls in place and managed within appetite

  • Lead on Consumption Context governance for CCO, understanding key business processes, critical data and controls

  • Ensure CVM’s library and business process risks are understood, documented and mitigated with key controls in place and managed within appetite

About You:

You'll be an experienced senior leader who is confident leading a multifaceted team. A sound understanding of risk management, data management and executive reporting will be key.

Key Skills and Experience

  • Highly organised and structured in approach to work

  • Confident making recommendations and decisions

  • Effective at making priority calls and balancing resource

  • Experience engaging and influencing senior stakeholders

  • Track record of producing high quality, executive level outputs

  • Understanding of data policy, consumption context management and the group risk management framework

  • Financial understanding with experience working with performance / cost / FTE reporting

  • Experience leading teams across multiple disciplines

Whilst the majority of the team are based in Bristol and this is our preference, we would welcome applications from other locations where the wider team is also located. Our hybrid working model continues to evolve across our Chief Customer Office (CCO), and all CCO colleagues work a minimum of 1 day per week in an office. This will be monitored and reviewed with an expectation that this will then increase to 2 days per week in an office.

So what can we offer you in return?

As well as a competitive salary, you’ll receive:

  • A Discretionary Performance Share Award

  • Generous pension contribution

  • 30 Days leave plus bank holidays

  • A flexible cash pot (4% of base salary) to spend on benefits

  • Private health cover

  • Access to Share Schemes

We’re a function passionate about encouraging an environment of professional development and will give you opportunities to stretch. We also recognise colleagues for their contribution and performance as part of our colleague charter.

As a Group we celebrate the diversity of our people – we’re building a truly inclusive work environment where all of our colleagues have the chance to create a real difference.

And if you need any reasonable adjustment to participate in the application or interview process just let us know.

So if you have the skills and background we'd love you to come and work with us to transform the group’s next chapter into reality. What are you waiting for…

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain recover. 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'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.