Senior Manager, Digital & Distribution Compliance, Customer & Product Specialist, CCOR

End Date

Tuesday 10 December 2024

Salary Range

£80,206 – £94,360

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, Digital & Distribution Compliance, Customer & Product Specialist, CCOR

Salary: £80,206 – £94,360

HOURS: Full time

LOCATION(S): Leeds, Birmingham, Bristol, Cardiff, Edinburgh & Halifax

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

About this opportunity:

We’re on an exciting journey and there couldn’t be a better time to join us. We’re putting in place a fresh operating model for non-financial risk management across the Group, empowering our people to take end-to-end accountability for managing the risks that they face!

This means we’re changing how we do risk management, creating a team of risk specialists, to provide support aligned to our risk and control owners to deliver great customer outcomes!

We’re looking for a Senior Manager, Digital & Distribution, supporting the head of function in creating a new team of talented compliance specialists who can advise on regulatory requirements that relate to our digitisation and mobile-first strategy. Not only will you bring significant compliance experience, but we’re looking for someone innovative and transformational who loves proactively working with business executives to think differently about how we better meet customers’ needs.

Key accountabilities:

• Providing technical advice in relation to Digital and Mobile technology, including Artificial Intelligence (AI) and making customer psychology and behavioural economics considerations.
• Support the business in reimagining the branch and telephony models to better suit customer needs.
• Act as one of the Group’s Conduct & Compliance Risk specialists and represent the organisation, building strong relationships with external partners, in particular regulators and other governing bodies.
• Interpret new and existing regulations accurately and adeptly, highlighting the direction of travel and anticipating the impact of the proposed changes across the whole Group.
• Keeping close and being responsive to industry, consumer and market developments relating to technology (including AI) and converting this knowledge into ideas and activities that support the development, ongoing maintenance and embedding of associated policy and risk appetite.
• Ensure risks are measured, monitored, controlled, and reported on a timely basis and consistently across the Group, and provide independent challenge to risk decisions, as they relate to your specialism.
• Support the definition and development of appropriate control objectives for Conduct & Compliance Risks. Ensure that the Group’s business processes, systems and activities are conducted in a controlled and compliant manner.
• Establish Key Risk Indicators and Key Control Indicators to track progress and measure the performance of controls, providing appropriate reporting and escalation to senior management and the Board.

About us

We’re on an exciting journey to transform our Group and the way we’re shaping finance for good. We’re focusing on the future, investing in our technologies, workplaces, and colleagues to make our Group a great place for everyone. Including you.

What you’ll need

• Evidence of being a strong technical expert in relation to digital and mobile customer journeys.
• Able to demonstrate depth of knowledge to confidently provide challenge and advice to our change teams e.g. Consumer Servicing and Colleague Channels Platforms.
• Experience of utilising RegTech to bring technology and data led solutions to deliver enhanced consumer outcomes.
• Ability to set risk-appetite, and continuously monitor and report on group exposure.
• Evidence of demonstrating good and timely decision making that keeps the organisation moving forward and skilfully balances difficult trade-offs with the ability to understand business strategy and opportunity risks.
• Excellent leadership and coaching ability, creating an environment that builds teams with skills aligned to our Group Strategy and Purpose, creating new and better ways for the organisation to change at pace.
• Future focused: – being able to conceptualise and articulate a customer centric desired end state that has clear line of sight to our Group Strategy.
• Experience in customer psychology, and behavioural economics would be an advantage.

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’re committed to creating a consciously inclusive workplace where our colleagues can be themselves, thrive and perform at their best.

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.

As an inclusive employer, we offer Workplace Adjustments for colleagues with a disability (which may include long-term health and neurodivergent conditions) where it is reasonable to do so. This could include flexibility with regards to office attendance, location, and working pattern.

We are proud to be a Disability Confident Leader. If you have a disability, you can also apply via our Disability Confident Scheme (DCS). Through the DCS, we guarantee to interview a fair and proportionate number of applicants with a disability, whose application meets the minimum criteria for the advertised job role.

We also provide adjustments that are reasonable throughout the recruitment process to reduce or remove barriers for applicants with a disability, long-term health condition or neurodivergent condition. If you’d like an adjustment to the recruitment process just let us know.

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%
• An annual bonus award, subject to Group performance
• 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

Want to do amazing work, that’s interesting and makes a difference to millions of people? Join our journey.

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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