Service Development Assistant Manager, Open to flexibility

Edinburgh, Central Scotland
£31,185 - £36,382 per annum
07 Aug 2017
28 Aug 2017
Lloyds Banking Group
Contract Type

Service Development Assistant Manager, Open to flexibility

At Lloyds Banking Group we've built the UK's largest Digital Bank. We have increased the number of active online banking users by to 12.5 million, with mobile users increasing to over 8 million. We invested £750 million in digital between 2012-2014 and have committed a further £1 billion in the three years to the end of 2017 to provide our customers with the opportunity to bank with us how, when and where they want to. We strive daily towards our vision of being the best bank for our customers, and we're well on our way thanks to the efforts of our people and their passion of making a difference.

The Commercial Client Service Management (CCSM) team, part of the Group Digital & Transformation division, provide second line and specialist support for commercial clients using the online banking channel - Commercial Banking Online (CBO). The core functions of the team are to provide technical support to clients using the channel, and develop recommendations for improvement following analysis of feedback from various inputs. A position is available within the Service Development area of the team.

The successful candidate will be responsible for managing the process of capturing client and colleague feedback on the service, analysing the information gathered, running idea generation workshops and proposal prioritisation meetings; developing improvement proposals for senior stakeholder assessment.

Additionally you'll be engaged with change projects that are looking to deliver new online channel services requiring second line and specialist support. This will involve supporting team management with senior stakeholder engagement, requirements gathering, support proposal definition, client support process mapping, impact assessment, and business readiness support. And you'll be developing and overseeing the management reporting of second line and specialist support activities as well as analysing data to identify improvement actions. This will encompass the development of workflow management and reporting tools, and the creation of regular performance reporting output for presentation to senior stakeholders.

Your accountabilities will include;

  • Manage a range of client and colleague feedback mechanisms, making sure they are operating efficiently and producing usable intelligence for the development of improvement proposals
  • Analyse the output from the feedback mechanisms to identify problem area themes and trends.
  • Run idea generation workshops with operational colleagues on identified theme areas, using knowledge from Subject Matter Expert's (SME) to build detail on what changes are required to improve the online service for our clients.
  • Develop problem statements backed-up by trusted MI for further assessment and develop recommendations of potential solutions
  • Run prioritisation meetings with senior colleagues to get agreement to progression of recommendations for change to the next phase of the development lifecycle.
  • Coordinate the management of team input into strategic delivery projects, ensuring requirements are defined and understood.
  • Assess the operational impact of change on the CCSM team, developing proposals for treatment and gaining buy-in to recommendations from key stakeholder areas.
  • Assist wider team in business readiness for change prior to delivery
  • Work with second line and specialist support teams to ensure workflow activities are being tracked effectively, making improvements to usability for colleague benefit, or introducing new reporting capability on request from management.

The successful applicant will have previous experience of working in a digital banking related role, a detailed understanding of Commercial client needs, evidenced through previous role experience. And you'll have experience of service improvement delivery through idea generation/innovation workshop facilitation.

Our culture in Group Digital brings together smart, talented, driven people from a diversity of backgrounds; people are at the core of who we are. We appreciate each other as individuals whose careers have taken all kinds of paths. We stop and thank each other, we help each other. Your ability to connect with your team, provide innovative solutions and create an environment where all can thrive is critical to your success.

In return we'll offer you a great package including a performance related bonus, a generous pension contribution, 28 Days leave plus bank holidays, a flexible cash pot to spend on benefits and other wider corporate benefits and perks.

We also support work/life balance friendly options such as occasional home-working and we're passionate about diversity in the workplace.
So, if you have the experience we're seeking then get in touch, we'd like to hear from you….