Wednesday , February 8 2023

Lloyds Banking Careers In London – Senior E-Servicing Manager

Website Lloyds

Job Description:

In Consumer Servicing, we create a multi-channel experience that customers love, colleagues are proud of and make our service proposition a major competitive advantage for the Group.

Our newly set up E-Servicing function, will act as the Centre of Excellence for the Consumer Servicing Value Stream (CSVS). This team will form part of the Chief Digital Office and be responsible for managing a number of live customer services that make up a larger ‘Service Family’, working closely with Group Transformation (GT) Colleagues within CSVS.

We have an opportunity to join this new team as a Senior E-Servicing Manager, responsible for establishing this new team and Centre of Excellence, for continuous service management and live customer journey optimisation.

You’ll lead a team responsible for managing customer, business, conduct, and operational outcomes for a number of live customer services and processes. And you’ll use data, insight, and deep understanding of customer behaviour to drive continuous enhancements.

This is a unique opportunity for a highly motivated and experienced leader to work across the Groups Retail and Transformation functions, joining at the start of this team’s journey, helping to shape it.


Job Responsibilities:

  • Establish a brand new team and operating model within Consumer Servicing
  • Manage relationships with GT Lab Product Owners, Digital Channel Heads of and the Retail Business, and act as their business partner while taking guidance from Consumer Servicing Director
  • Be the end-to-end business SME and lead the day to day management and monitoring of Customer (in line with Customer Journey Framework), Business, Conduct and Operational Outcomes from Servicing Journey’s developed and owned by the GT Labs within CSVS. Focus on a holistic view across volumes of usage vs. expectation, funnel conversion and customer drop-out, customer satisfaction and complaints, CRAMs and ORAMs.
  • Embed a culture of Continuous Management of Services across Consumer Servicing using the framework of the CSVS Cosmos Service Catalogue
  • Analyse key themes or trends using data from a wide range of sources – (Market Insight, Benchmarking studies, Competitor Analysis, Internal Group analytics and customer profiling) – and identify and size the value of a continuous backlog of opportunities to enhance our journeys or improve outcomes
  • Support GT Labs in the prioritisation of their backlog, ensuring a continuous feedback loop that takes into account external market movements, competitor insight, customer expectations or feedback, and regulatory expectations or developments
  • Complete both periodic and ad hoc reviews to provide in-depth analysis or assurance
  • Coordinate work items across the other E-Servicing teams to focus on Consumer Servicing-wide problem solving, initiatives and insight

Job Requirements:

  • We’re looking for an experienced senior leader who is passionate about and has considerable experience in driving continuous enhancements to digital journeys.
  • You’ll have a proven and solid background building a best in class Digital Service, working collaboratively and setting a clear vision for your team.
  • It’s essential that you have experience in building a team that can act as a single point of contact between Change and Run, helping to bring together various strands of information and insight, and providing meaningful support to Product and Journey Owners.
  • A background in Financial Services is preferable, but not essential, although you’ll need to have worked in major corporates, with the experience and knowledge of how to operate in a large, complex environment.

Job Details:

Company: Lloyds

Vacancy Type:  Full Time

Job Location: London, England, UK

Application Deadline: N/A

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