Head of Unsecured Debt Management - Hove, Chester, Rosyth

  • GBP69600 - GBP111360 per annum + car
  • Chester, Angleterre, Royaume-Uni
  • CDI, Plein-temps
  • Lloyds Banking Group
  • 21 août 17

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. And as the UK's largest retail and commercial bank, we have a footprint that touches nearly every community and household in the UK.

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. And as the UK's largest retail and commercial bank, we have a footprint that touches nearly every community and household in the UK.

Our brands, our services and our business span every aspect of banking and finance, including some of the biggest names on the UK's high streets. That gives us a big responsibility to support the UK economy, and we have a clear strategy to put customers first - and achieve our vision of becoming the best bank for customers.

In Credit Operations, we play an important role in achieving our vision by proactively working with customers who are experiencing financial difficulty, building relationships to help them clear arrears, and developing manageable payment solutions tailored to their circumstances and affordability. Our teams have over 330,000 customer interactions every month from customers in financial difficulties who need our help, with £19 billion balances under our management.

We are looking for a highly experienced strategic leader to head up the Unsecured Debt Management teams in Credit Operations (circa 1,000 FTE), based in Hove, Chester and Rosyth. In this role you'll lead and inspire colleagues, both within Credit Operations and our external suppliers, to continually improve customer outcomes and achieve operational excellence. You'll also question the status quo in order to improve both our processes and the way we do things.

This is a challenging and high profile opportunity, leading a complex and evolving operational area, in which you'll be responsible for its strategic direction, effectiveness, efficiency and cost management. You'll be accountable for managing and enhancing the end to end customer journey, as well as for the operational teams' performance, engagement and retention.

You'll develop and implement short, medium, and long term operational plans for Unsecured Debt Management, taking into account the wider business and regulatory context.

You'll also set the agenda for the transformational activities across the Operation, in the context of significant customer and regulatory focus, and manage the risks (conduct, operational and prudential) to the business. You'll build strong and effective relationships with senior stakeholders across the Group (in particular with the Product, Credit Risk and Conduct, Compliance & Operational Risk teams), as well as with external parties (such as the FCA). And you'll be expected to engage with and influence key stakeholders with respect to required changes or enhancements to product design, risk policy and customer solutions.

A high performing leader with an operational background, you'll above all be a strategic innovator who has the gravitas, resilience and business acumen to lead and shape operational strategy, so as to drive our success and meet our customers' needs. You'll need to have a proven track record of setting and implementing operational strategy and driving change in a similarly regulated and complex environment.

Your senior stakeholder management and influencing skills will be second to none, and you'll need to demonstrate a strong customer focus, ensuring legal, regulatory and professional compliance.

A background in Financial Services and Collections background would be preferred, but not essential.

In return, as a multi-brand, multi-channel business, we have the scale and breadth to provide you with a diverse range of personal development and a career that's enriching and full of opportunity. Plus earlier this year, Lloyds Banking Group was recognised by LinkedIn as one of the Top 25 companies where people in the UK want to work.

So join us and be part of an inclusive, values-based culture focused on making a difference. Whatever your aspiration, you can also expect excellent benefits, including performance-related bonus, car allowance, private health cover, share schemes and a generous pension contribution, along with the option to choose an additional cash lump sum or pick from a wide range of industry leading benefits.

We support the principles of agile working and will be pleased to consider applications from candidates seeking flexible working arrangements.

Together we make it possible - join us and you'll be part of an organisation that values your contribution and empowers you to make a difference.