Analytics Manager, Collections Customer Treatment Strategy

End Date

Friday 01 July 2022

Salary Range

£52,912 - £66,140

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

Do you want to work on an exciting change agenda, supporting those customers who need us most?

This role offers an exciting opportunity to join the team within Consumer Banking, which continues to make a meaningful difference to how Lloyds Banking Group supports customers in financial difficulty.

Are you passionate about data and delivering insightful analysis?

The successful candidate will join a team that has data at the core of its purpose. Through the delivery of high quality insights and regular MI, the team is at the heart of ensuring our Collections and Recoveries treatment strategies are optimal and delivering the right outcomes for our customers. Using the power of data, you’ll play an integral role in ensuring we make the right decisions for our customers in an ever evolving landscape.

We're looking for someone who is intellectually curious, excels at solving complex problems, is customer focused, resilient and flexible in their approach. You'll also need to build positive relationships and work collaboratively with the core Product teams, Credit Risk, Transformation and Customer Financial Assistance.

Job Description

Do you want to work on an exciting change agenda, supporting those customers who need us most?

This role offers an exciting opportunity to join the team within Consumer Banking, which continues to make a meaningful difference to how Lloyds Banking Group supports customers in financial difficulty.

Are you passionate about data and delivering insightful analysis?

You'll join a team that has data at the core of its purpose. Through the delivery of high quality insights and regular MI, the team is at the heart of ensuring our Collections and Recoveries treatment strategies are optimal and delivering the right outcomes for our customers. Using the power of data, you’ll play an integral role in ensuring we make the right decisions for our customers in an ever evolving landscape.

We're open to applicants from all sites and our team is widely distributed across the country with team mates in London, Chester, Halifax and Leeds. As a team we follow a hybrid working model, combining working from home with working in the office.

What you'll be doing …

Developing analytical insights to support the optimisation and delivery of key changes to the collections & recoveries customer treatment strategies through understanding

• Customer and portfolio segmentation

• Contact strategy performance

• Treatment and toolkit performance

• External standards and our approach relative to this

On-going Monitoring of the collections strategy performance

• Targeting, measuring and analysing strategy effectiveness and performance against conduct and credit risk appetite

• Defining key performance metrics and indicators

• Delivering performance MI and insights to relevant governance committees and recommending changes

Building and maintaining cross divisional relationships

• Able to advise and influence key counterparts in Products, Credit Risk and Customer Financial Assistance

• Sharing information, discussing, and explaining strategies and performance in working groups and governance forums

• Supporting relationships with internal and external stakeholders including external regulatory and industry bodies

Team engagement and development

• Task and project management, prioritising workloads and providing regular updates to senior manager

• Excellent performance management through own scorecard and line management

• Focus on personal / colleague development and technical excellence

Essential Skills/knowledge

• Analytical data mining skills, usage of SQL or SAS analytical software

• Problem Solving – bringing a creative approach to problem solving

• Customer Focused – the ability to consider the customer experience and put yourself in the customers ‘shoes’

• Organisation and prioritisation – ability to work independently, prioritise effectively, coach colleagues and manage delivery

• Resilience – enjoys working with ambiguity and being part of a challenging and high-profile agenda

• Analytical thinking skills – able to access, interpret and use data to deliver insight and recommend changes

• Communication – strong written and verbal presentation skills

Preferred skills / knowledge

• Decision making – the ability to make rigorous decisions at pace.

• Policy design – experience of developing policies for implementation by others

So what can we offer you in return …

In return for your expertise, you'll enjoy our total dedication to your ongoing personal and professional development. We'll help you perform at your best today, so you can fulfil all your potential in the future.

We're passionate about diversity and equal opportunity with industry recognition across gender, ethnicity, disability, LGBTQ+ and families. And just let us know if you need any reasonable adjustments made to our recruitment processes, and we'll try to accommodate them.

So, if you think this is the role for you, we’d love to hear from you! Together we make it possible.

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.