Overview

Service Transformation Director, Client Operations – Lloyds Banking Group. Join to apply for the Service Transformation Director, Client Operations role at Lloyds Banking Group.

Job Details

• Job title: Service Transformation Director
• Salary: From £83,000+ (dependent on location & experience)
• Locations: Birmingham / Edinburgh / London
• Hours: Full-Time
• Working pattern: Hybrid; spending at least two days per week, or 40% of time, at one of our office sites

About This Opportunity

This is an excellent opportunity for a Service Transformation Director to lead a newly integrated team at the heart of our Corporate & Institutional Banking (CIB) division. This pivotal role will shape how we support clients across all servicing interactions and journeys, delivering a differentiated, streamlined experience that strengthens relationships and drives strategic growth. You'll report to the Head of Service Experience Transformation within Client Operations and be responsible for high-performing teams focused on client management, service optimisation, and complaint resolution. A key part of your remit will be spearheading the rollout of a new named contact model for our premier clients, providing proactive support and using data-driven insights to remove friction and improve service delivery across the business. This opportunity sits at the core of our ambitious strategy, enabling end-to-end servicing excellence across CIB. You'll also lead wider support initiatives across corporate banking, finding opportunities to enhance reactive and proactive servicing, and ensuring regulatory-aligned complaint handling that delivers the best outcomes for our clients.

What You'll Need

• Strategy, Leadership & Culture: Proven ability to build and deliver strategic plans and implement solutions that improve client experience. Strong situational judgment and experience advising across a broad range of topics. Ability to engage and inspire teams around a shared purpose of delivering for clients.
• Business & Commercial Insight: Deep understanding of the diverse needs of Corporate Banking clients and how to support them effectively. Demonstrable understanding of Commercial Banking products, including lending, markets, and trade solutions.
• Communication & Collaboration: Skilled communicator, able to influence and align partners across teams and functions.
• Data Literacy: Able to understand a mix of data points on client journey experience to identify opportunities for improvement.
• Client Centricity: Client-first approach with experience in front-facing roles and a passion for improving service outcomes.
• Team Performance & Operational Excellence: Track record of leading high-performing teams and driving operational excellence.

Responsibilities

• Client Journey Oversight: Proactive oversight of all interactions for in-scope clients across every servicing and product journey within the Group.
• Proactive Service Reviews: Lead the delivery of proactive service reviews to strengthen client relationships and identify areas for improvement.
• Insights & Collaboration: Gather client insights to support fulfilment and enhance service outcomes; build knowledge of a wide range of journeys to support seamless service delivery.
• Operational Efficiency & Issue Resolution: Drive end-to-end efficiency by identifying and removing blockers in client journey interactions; resolve queries at first point of contact; ensure effective resolution of client complaints in line with policy and regulatory requirements.
• Partner Engagement & Strategy: Engage with key contacts across the Group, collaborate with coverage leads to shape the delivery model, provide strategic leadership for client experience within Client Operations and across CIB; drive data analysis and report on service delivery improvements.
• Continuous Improvement: Shape and deliver the strategic vision for the continued development of a differentiated service proposition across CIB.

About Working For Us

We strive to be the leading UK business for diversity, equity and inclusion, supporting our customers, colleagues and communities. We are committed to creating an environment where everyone can thrive, learn and develop. We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. As a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants with a disability, long-term health or neurodivergent condition through the Disability Confident Scheme. We provide reasonable recruitment adjustments to reduce barriers.

Benefits

• Wellbeing & Parental Support: 30 days of holiday plus bank holidays; a range of wellbeing initiatives and generous parental leave policies.
• Financial: Pension contributions up to 15%; annual performance-related bonus; share schemes including free shares.
• Flexibility & Lifestyle: Benefits you can adapt to your lifestyle, such as discounted shopping.

If you're excited by the thought of becoming part of our team, get in touch. We'd love to hear from you!

Job Function

• Management, Project Management, and Strategy/Planning

Industries

• Banking, Financial Services, and Investment Banking