Job Title
Business Readiness & Implementation Senior Manager
Salary: £78,100pa to £91,800pa plus an extensive benefits package.
Locations: Edinburgh or Leeds.
Hours: Full-time.
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. Colleagues with disabilities can be supported with workplace adjustments including hybrid working expectations in line with our Flexibility Works policy.
We have an exciting opportunity for an inspirational and talented senior manager to help shape the future of Customer Services. Joining Lloyds Wealth & Insurance Customer Services (CS) at a pivotal point in our transformation journey, you'll play a key role in building a more efficient, capable and customer-focused operation, helping us deliver a market-leading service for customers while creating a great experience for colleagues.
Reporting to the Operational Excellence Hub, you'll lead a team responsible for ensuring change is successfully introduced, adopted and embedded across Customer Services. Working closely with senior leaders, change teams and operational colleagues, you'll bring visibility, structure and support to a significant portfolio of change, helping the business make informed decisions, land change safely and build the capabilities needed for the future.
This is a unique opportunity to play a key role in shaping how Customer Services prioritises, lands and embeds change, helping build the capabilities needed for the future operation, by leading the following three teams:
•Change Gateway: Owning Customer Services' view of the change landscape, assessing demand, impacts, risks and dependencies to enable informed prioritisation, effective governance and successful delivery of change. The Change Gateway acts as the single front door for all change impacting Customer Services, ensuring change is prioritised, governed and delivered in a way that balances customer outcomes, colleague experience, operational performance and risk.
•Change Partnering: Acting as the bridge between Operations and change teams, helping shape solutions, assess operational impacts and ensure change is designed and delivered in a way that works for customers, colleagues and the business. Change Partnering ensures Customer Services has a strong voice throughout the change lifecycle, helping shape, land and embed change in a way that delivers successful outcomes for customers, colleagues and the business.
•Training Delivery: Building and leading Customer Services' training capability (delivering training across the majority of CS areas), ensuring colleagues have the knowledge, skills and confidence needed to adopt new processes, systems and ways of working. Training Delivery plays a critical role in helping Customer Services successfully adopt change. We're bringing together and evolving a training capability that will support the majority of Customer Services. Working closely with Change Partners and operational leaders, the team ensures colleagues have the knowledge, skills and confidence needed to embrace new ways of working.
What You'll Need:
•8+ years' experience leading change within large, complex operational or customer service environments.
•Demonstrable experience leading managers and multidisciplinary teams across change delivery, business readiness or training.
•Extensive management of a complex portfolio of change, including demand, prioritisation, timing, risks and dependencies.
•Delivering multiple major changes from operational impact assessment through to implementation, adoption and transition into business as usual.
•Building, leading or significantly improving an operational training capability, with accountability for training design, delivery and effectiveness.
•Chairing senior governance forums and making recommendations on prioritisation, operational readiness, delivery risk and go-live decisions.
•Influencing Director-level internal customers, challenging delivery plans, resolving competing priorities and securing decisions.
•Delivering measurable improvements in customer outcomes, colleague capability, operational performance, controls or risk.
