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We're the market leader in Digital Banking. We're on a journey to build the bank of the future. If you seek to work in an innovative, digitally-led environment that moves at pace, join us for our journey and we'll help you fulfil yours.
Lloyds Bank has invested, as part of its Group Strategic Review Programme, in a new Cash Management & Payments (CM&P) platform and work is progressing at pace to build and deliver this new capability. To support this new digital platform, we're building a dedicated multi-skilled Onboarding & Service team that will meet the needs of large and more complex Commercial Banking clients.
As the Onboarding & Service Manager within Banking & Trade Delivery (B&TD), you'll onboard and provide day-to-day servicing for our most valuable clients. We're seeking to recruit a passionate, committed and informative individual that will work closely with various business areas and their teams. You'll bring your great client relationship management experience, partner management skills and knowledge of cash management and payments.
B&TD is based in six locations across the UK, with 600 colleagues servicing Commercial clients and delivering specialist banking and trade product services. B&TD set-up new products, provide day-to-day banking services and support international trading.
A role within B&TD provides the opportunity to work flexibly, develop personally & professionally, and work collaboratively with an ambitious team to help build our business. As an employer of choice we recognise the benefits that an agile workforce can bring to both colleagues and clients.
Your remit will be:
Take ownership of end-to-end client experience for onboarding and servicing, with accountability for project managing client onboards, service reviews, fulfilling client requests and resolving operational issues.
Create a world-class journey by using client feedback and developing standard methodology processes, systems and ways of working.
Building strong working relationships with key delivery partners including Global Transaction Banking, Relationship Management, Global Payments and Group Transformation.
Ensure compliance with procedures and guidelines.
Deputising for the CM&P Associate Director when required.
Key skills and accountabilities:
Providing Excellent Customer Service
Develops understanding of individual customer needs and concerns
Takes personal responsibility for resolving customer concerns
Strives to exceed customer expectations
Treats each contact with Clients as a chance to impress them with the service offered
Treats others in line with LBG Values
Helps colleagues when they are under pressure
Makes a full contribution to successful team performance
Shares information with colleagues about team activities and progress
Planning & Control
Establishes priorities, tasks and work schedules in advance
Plans own workload so that Clients do not suffer from delays
Tracks progress towards achievement of objectives
Describes landmarks in terms of what had been achieved and delivered
Adapting to Change
Learns from opportunities
Adopts own style and approach in response to new information
Sees change as an opportunity
Digital channels, such as Commercial Banking online and Commercial Banking Direct
Cash management experience e.g. domestic and international payments, physical cash processing, liquidity and working capital management tools such as notional pooling, cash concentration and multi-banking, correspondent and agency banking and virtual accounting
Technical knowledge and understanding of banking channels such as online, BACSTEL-IP, SWIFT, API, host-to-host as well as bank reporting, treasury accounting and reconciliation
Project management abilities with experience of implementing client solutions
Awareness of industry standard project governance techniques, communication and documentation as well as operational risk management and an understanding of commercial risk
Excellent levels of oral and written communication
Partner management capabilities with a track record of managing client relationships and internal partners.
For further information on our new CM&P platform, see this article: https://resources.lloydsbank.com/insight/faster-progress-to-faster-solutions/
Are you interested in joining us? Apply today, we'd love to hear from you.
In return, we'll offer you a competitive salary, a great package including a performance related bonus, generous pension contribution, 28 days leave plus bank holidays, a flexible cash pot to spend on benefits and other wider corporate benefits and perks.