Senior Manager – Customer & Product Policies

End Date

Sunday 12 January 2025

Salary Range

£0 – £0

We support flexible working – click here for more information on flexible working options

Flexible Working Options

Hybrid Working, Job Share

Job Description Summary

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Job Description

JOB TITLE: Senior Manager, Customer & Product Policies

SALARY: £83,411 – £107,943

LOCATION(S): Leeds, Edinburgh, Halifax

HOURS: Full-time

WORKING PATTERN: Our work style is hybrid, which involves spending at least

two days per week, or 40% of our time, at one of our office sites

This role is a unique opportunity to shape how 27 million customers interact with their finances, and to set the bar in ensuring that Lloyds Banking Group provides good outcomes for customers at a pivotal time in our strategic transformation.

About this opportunity

The Customer and Product Policy team set the guardrails for everything to do with products, from their design, servicing, monitoring and withdrawal. We also own the policy which sets the standards for how we treat our customers, ensuring that all customers receive good outcomes across the entire Group, enabling colleagues to meet their regulatory requirements by translating the regulations into clear policy guardrails.

This is an exciting time to join us, as we are leading the implementation and design of a new product governance and fair value assessment tooling for the Group. This role will be pivotal in shaping that design, and we are therefore looking for people with experience of managing or oversighting products, who can help us to ensure that the tooling creates real opportunities for improving our products based on strong data-led decision making.

The Customer and Product Policy team are also responsible for helping colleagues to interpret and apply the policy, so we’re looking for someone who has deep expertise in product management or oversight to deliver real-time guidance and oversight to ensure that standard methodology is being applied across the Group. We have recently taken responsibility for customer fair value assessments, so there will be lots of opportunity to shape the future of how these are conducted to ensure that customers receive good outcomes in line with regulatory expectations. In addition to the policy work, the Customer and Product policy team also support key activity such as Annual Report and Accounts, capital adequacy reviews, and board reporting, in addition to material outsourcing reviews. We’re therefore looking for candidates with great interpersonal skills, a willingness to learn, and experience of writing for senior audiences.

Day to day, you will be:

• Advocating for customers through concise, commercially sensitive advice to business areas on policy interpretation and regulations, utilising deep business expertise to co-create fantastic compliant solutions for customers and the Group working closely with the business
• Leading the design of the new product governance tooling, bringing experience from the product areas to ensure successful embedding across all areas
• Leading sub-teams of Risk Specialist Managers and Assistant Managers
• Drafting Customer and Product policies and supporting roll out activity through deep business expertise
• Integral part of ensuring Group projects succeed through supportive, business focused challenge

Why Lloyds Banking Group

Join us and, as well as making a difference to customers, you’ll enjoy a fulfilling career where you’re free to be yourself. Great colleagues, redefining workspaces, hybrid working and a wide variety of career opportunities – you’ll find them all here.

What you’ll need:

• Expert in applying Consumer Duty, PROD, BCOBS, PERG 13, translating the regulatory requirements into language that is easy to understand
• Expert drafting skills with deep expertise in preparing concise reports for senior level audiences, with clarity and precision
• Significant senior level experience of product governance and/or product management within financial services
• Excellent collaborator management skills and experience of bringing colleagues on the journey to inspire compliance

And any experience of these would be really useful:

• Good knowledge of applying behavioural economics to drive action
• Using data analysis to draw insights from a variety of sources
• Experience of leading and inspiring small teams would be helpful
• Experience of leading change in a function

About working for us

Our focus is to ensure we’re inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel that they belong and can be their best, regardless of background, identity or culture. 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. And it’s why we especially welcome applications from under-represented groups. We’re disability confident. So if you’d like reasonable adjustments to be made to our recruitment processes, just let us know

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

This is a once in a career opportunity to help shape your future as well as ours. Join us and grow with purpose.

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.

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