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Job Description Summary

Job Description

Title: Head of Operations, Consumer Growth

Location: Bristol, Glasgow, Belfast, Leeds, or Manchester

Hours: Full time

Working Pattern: Hybrid, approximately two days per week in one of our office hubs

This role offers a chance to lead operations for the Consumer Growth business, supporting around 2,500 colleagues serving our customers. You will oversee how we maintain smooth operations, support change initiatives, and ensure our colleagues have the resources needed to excel.

Success requires strategic thinking, effective communication of transformation efforts, and agility in responding to new priorities. You will report to the Consumer Growth Director and work as part of the Senior Leadership Team to shape growth strategies while keeping customers central to decision-making.

• Collaboration: Work closely with Customer Facing Leads, the Consumer Director, and partners to oversee customer outcomes, business continuity, change implementation, and team engagement.

• Change & Transformation: Lead complex change initiatives, ensuring they are well-governed, aligned with strategy, and effectively communicated. Promote a culture of agility and continuous improvement.

• Controls & Conduct: Manage controls across Consumer Growth, fostering a customer-centric culture compliant with Consumer Duty and prioritizing fair treatment and integrity.

• Leadership & Communication: Passionate about developing colleagues, coaching, empowering, and inspiring teams. Effective at delivering engaging messages and building trust and purpose during change and steady-state.

• Operational Excellence: Responsible for designing and delivering operational strategies that support growth, compliance, and customer outcomes. Lead multidisciplinary teams for seamless execution.

• Data & Strategic Insight: Confident in using data for decision-making, assessing performance, and driving improvements based on feedback.

We are committed to diversity, equity, and inclusion, supporting our customers, colleagues, and communities. We offer flexible working arrangements, workplace adjustments, and are a Disability Confident Leader, guaranteeing interviews for eligible applicants with disabilities or health conditions.

Our benefits include:

• Up to 15% pension contribution
• Annual bonus based on group performance
• Share schemes including free shares
• Flexible benefits such as shopping discounts
• 30 days’ holiday plus bank holidays

Join us to do meaningful work that makes a difference to millions.

At Lloyds Banking Group, our purpose is to help Britain prosper. We focus on making a difference and offer opportunities for growth and development.

We prioritize data security, only requesting sensitive information during formal processes, and are dedicated to building an inclusive, values-led culture where everyone can thrive.