Description
JOB TITLE: Senior Manager, Offshore Operations, Payment Operations
SALARY: £78,098 - £91,880
LOCATION: Birmingham or Glasgow
WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at our Birmingham or Glasgow office locations.
About this Opportunity
In the Payment Operations team, we are a team of around 1000 colleagues, mostly based in Glasgow and Birmingham, along with capability within our offshore suppliers in India. We’re on hand to support customers when things go wrong, helping them with their complex payment queries and ensuring their payments get where they need to go. Through maximising technology and utilising our expertise we keep the bank and our customers safe, screening payments and customers to protect the Group. The team is also accountable for reconciling the bank’s internal accounts to make sure payments are cleared within timescales.
This role represents an excellent opportunity to join the leadership team within our International & High Value Payments team within Payments Operations, reporting directly to the Head of Operations.
The Senior Operations Manager, Offshore Operations role is responsible for managing and overseeing the performance of Payments Operation’s outsourced suppliers to ensure the delivery of high-quality services. This role requires experience in managing suppliers globally, with a strong focus on governance, stakeholder management, risk management, communication, process improvements, and service optimisation. The ideal candidate will possess excellent leadership skills and the ability to drive strategic initiatives to enhance service delivery and operational efficiency.
It’s an exciting time for us, we're talking about the people, systems/processes, emerging technologies and implementation of new solutions we'll need to evolve our business to meet more customer needs and keep pace with industry changes.
Working as part of the leadership team we'll need you to
1. Drive customer and colleague experience across the teams
2. Deliver Operational Excellence through colleagues, championing a Continuous Improvement attitude
3. Work closely and collaboratively with Product Owners and Platform Leads that are delivering change and transformation across the end-to-end customer journey.
4. Deputise for the Head of Function
5. Play an active role in the extended Payments Operations Leadership Team and contribute to and lead initiatives that span across Payments Operations
6. Manage and mitigate risk across the team that you're accountable for and the wider business
7. Nurture positive relationships with internal stakeholders and partners in areas such as Product owners, 1st & 2nd Line Risk and Economic Crime
Why Lloyds Banking Group
If you think all banks are the same, you’d be wrong. We’re an innovative, fast-changing business that’s shaping finance as a force for good. A bank that’s empowering its people to innovate, explore possibilities and grow with purpose.
What you’ll need
8. You will have proven experience in managing suppliers on a global scale, with a track record of successfully overseeing complex outsourcing arrangements.
9. Have strong understanding of governance frameworks and the ability to develop and implement effective governance structures.
10. You’ll be an excellent stakeholder manager, with the ability to build and maintain strong relationships with internal and external stakeholders/suppliers.
11. You’ll have expertise in identifying, assessing, and mitigating risks associated with outsourcing arrangements.
12. You possess exceptional communication skills, with the ability to facilitate clear and effective communication between internal teams and suppliers.
13. You have a proven ability to drive initiatives to optimize service delivery and achieve high-quality outcomes.
14. You are proficient in overseeing and embedding change management processes, communicating changes, and managing transitions.
15. You can manage governance activities, organise and lead meetings, prepare reports, and ensure compliance.
16. You have experience in reviewing supplier performance, facilitating performance review meetings, and driving continuous improvement.
17. You have knowledge of developing and executing business continuity plans and stressed exit strategies.
18. You can conduct audits, assessments, and reviews of supplier practices to ensure compliance.
19. You'll need to be self-motivated with an empowering and encouraging approach, to build trusted relationships with your team and broader partners.
20. There'll be a need to balance conflicting priorities in what is a broad, wide-ranging and senior role.
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:
21. A generous pension contribution of up to 15%
22. An annual performance-related bonus
23. Share schemes including free shares
24. Benefits you can adapt to your lifestyle, such as discounted shopping
25. 30 days’ holiday, with bank holidays on top
26. A range of wellbeing initiatives and generous parental leave policies
Ready for a career where you can have a positive impact as you learn, grow and thrive? Apply today and find out more.
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.