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Job Description Summary

Job Description

About this opportunity:

We’re seeking an incredibly effective, efficient, and empathetic individual to take on the role of Case Manager within the Complex Resolution team.

You will provide support to the business across a wide range of People policy standards and procedures, playing a critical role in supporting key decision-makers and senior leaders during the lifecycle of a case and with other People-related matter.

Your key responsibilities will include:

• Supporting key decision-makers and senior leaders with the successful resolution of cases relating primarily to the Group’s senior population. Cases will be linked to one of one of our core product lines such as Disciplinary or Harassment & Grievance, but also any complex People matter that the business requires support with.
• Providing consistent, pragmatic and commercially sound advice to the business, balanced with People policy standards, risk appetite and knowledge of employment law.
• Building strong working relationships, partnering, and influencing key stakeholders (including at very senior levels) to drive effective decision-making and management of complex People scenarios.
• Demonstrating curiosity to digest data and information, providing insights to help identify themes and trends, supporting the development of solutions to enhance line manager capability and confidence in supporting People issues or driving more targeted support.
• Effectively manage a varied and fluctuating workload independently, responding at pace to changing demands.

Skills required:

To succeed in the role, you’ll need the following skills:

• Engagement and Communication: Ability to engage and communicate clearly and effectively with colleagues and stakeholders of all levels across the organisation.
• Collaboration: ability to work with colleagues in operations, managers, and cross-functional stakeholders to achieve outstanding service delivery.
• Continuous improvement: Actively seeking new ways to build skills and capabilities, maintaining awareness of emerging technologies, using critical thinking to identify process improvements, and gathering feedback on areas for development.
• Critical Thinking - Interpret information in an objective manner (even when it is limited) using technical or industry-specific knowledge or experience and deductive reasoning. Generate and contribute ideas to support in the formulation of judgements and solutions.

Experience required:

To succeed in the role, you’ll need the following experience:

• Legal or policy knowledge: Experience of applying legal, regulatory or policy knowledge to inform stakeholders and enable effective decision-making.
• Complex case management: Experience in the delivery of complex and specialist policy advice, and customer or colleague support in an operational or service provision environment.
• Prioritising: Experience of prioritising activities in an operational role, demonstrating strong organisation skills, efficiency, and the ability to manage resource capacity effectively.
• Risk management: Experience of applying risk-appropriate judgements and advice, promoting compliance, effective risk management and awareness of organisational policies.

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:

• 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
• 30 days’ holiday, with bank holidays on top
• 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.

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.