Description
1. JOB TITLE: Client Delivery Servicing SME
2. SALARY: £32,395
3. LOCATION(S): Douglas, Isle of man
4. HOURS: Full-time
5. 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 office sites.
About this Opportunity
This is a fantastic opportunity to join the IPB Servicing Team within Client Delivery, where you'll be part of a dynamic group responsible for a wide range of activities that support our International Private Banking clients. The team plays a critical role in ensuring seamless service delivery, operational excellence, and client satisfaction across multiple touchpoints.
This is an opportunity to lead operational excellence by providing expert guidance, driving process improvement, supporting team development and ensuring continuity and quality in Service Delivery – whilst also deputising for the Team Leader during periods of absence or leave.
6. Subject Matter Expert – Act as the go-to expert for complex queries, systems and process guidance, ensuring consistency and accuracy in service delivery
7. Lead and Support Process Improvement Initiatives – identify opportunities for operational efficiency and lead initiatives to streamline workkflows, enhance delivery and improve team performance.
8. Performance Analysis and Skill Development – Monitor and analyse performance trends to identify skill gaps, implement development plans and support continuous improvement across the team.
9. Coaching and Mentoring – Provide informal and formal coaching mentoring to team members, fostering a high-performing collaborative team
10. New Starter Support and Onboarding – Deliver consistent onboarding and training support for new team members, ensuring a smooth transition and integration into the team.
11. Leadership and Workflow Management –Deputise in Team Leader’s absence, and oversee daily workflow, manage task allocation, and ensure appropriate coverage for critical activities, maintaining service quality and timeliness.Handle escalations effectively, providing timely resolution and ensuring customer satisfaction while supporting team members in managing complex cases.Conduct performance reviews and provide constructive feedback and support employee engagement and wellbeing.Ensure leadership continuity during periods of absence and leave, maintaining team stability and minimising disruption to operations.
Why Lloyds Banking Group
We’re on an exciting journey to transform our Group and the way we’re shaping finance for good. We’re focusing on the future, investing in our technologies, workplaces, and colleagues to make our Group a great place for everyone. Including you.
What you’ll need
12. Proven experience in an operational role with a strong understanding of systems and processes.
13. Demonstrated ability to lead or support process improvement initiatives.
14. Ability to manage workload and priorities effectively.
15. Excellent communication and interpersonal skills
16. Strong analytical skills with the ability to interpret data and identify trends.
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
•24 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.