Description
JOB TITLE: Complex Operations Manager
LOCATION: Basildon
SALARY: £43,803 to £48,670
HOURS: Full-time
WORKING PATTERN: Our work style is hybrid, which involves spending at least three days per week, or 60% of our time, at our Basildon office.
There will also be an Out of Hours requirement to support our VIP clients on a rota basis. On call hours will include Monday - Friday 5pm - 11pm, Saturday 8am - 11pm & Sunday 10am - 4pm
About Us
Part of Lloyds Banking Group, Merchant Services Operations are a provider of merchant acquiring across the UK. We're a joint venture with Fiserv and support all merchants with their card acquiring needs.
Cardnet is a fantastic team within LBG with a meaningful part to play in Helping Britain Prosper. We currently have an opportunity available in our Operations Team for a Complex Servicing Manager.
About This Opportunity
The Complex Servicing Manager will manage tactical responses to strategic client issues, mitigate risks associated with card schemes, and ensure operational resilience. This role is critical for maintaining service excellence for VIP clients and supporting strategic initiatives, including improving client experience and reducing operational risk.
What you’ll be doing:
Incident Management & Tactical Response
1. Lead rapid response activities for VIP client issues, including organising bridge calls and coordinating internal stakeholders to minimise disruption to authorisation and settlement processes.
2. Conduct impact assessments and communicate findings across internal teams and clients.
3. Maintain detailed action logs and ensure timely updates to clients and senior leadership.
4. Support with the creation and implementation of the OOH incident model.
Risk Management
5. Monitor and manage card scheme-related risks in line with organisational risk appetite and governance standards.
6. Support monthly risk forums and contribute to risk strategy reviews.
7. Ensure compliance with regulatory frameworks and internal risk policies.
Stakeholder Engagement
8. Build and maintain strong relationships with senior stakeholders across Merchant Services Operations, Fiserv, and Cardnet VIP teams.
9. Chair meetings and ensure clear communication of decisions and next steps.
Continuous Improvement
10. Identify root causes of recurring issues and propose process improvements.
11. Support development of tactical solutions aligned with strategic objectives.
Communication & Reporting
12. Maintain clear and timely updates to clients and internal teams.
13. Document actions and next steps from daily calls and share progress reports.
14. Provide MI and insights to senior leadership to inform strategic decisions.
Why Lloyds Banking Group?
We're on an exciting journey to transform our Group and the way we're crafting 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:
15. Proven ability to manage high-pressure incidents and coordinate cross-functional teams.
16. Strong communication and influencing skills.
17. Working knowledge of card acquiring and card schemes.
18. Risk management experience within financial services.
19. Analytical skills for assessing technical data and operational impacts.
20. Strong incident management and crisis coordination skills.
21. Knowledge of card payment processes (authorisation, settlement, transaction flows).
About working for us!
Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities and we’re committed to creating an environment in which everyone can thrive, learn and develop.
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.
We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. And, as a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long-term health or neurodivergent condition through the Disability Confident Scheme.
We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need.
We also offer a wide-ranging benefits package, which includes:
22. A generous pension contribution of up to 15%
23. An annual performance-related bonus
24. Share schemes including free shares
25. Benefits you can adapt to your lifestyle, such as discounted shopping
26. 28 days’ holiday, with bank holidays on top
27. A range of wellbeing initiatives and generous parental leave policies
If you’re excited by the thought of becoming part of our team, get in touch. We’d love to hear from you
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.