BCB Telephony Operations Manager

End Date Wednesday 11 June 2025 Salary Range £59,850 - £66,500 We support flexible working – click here for more information on flexible working options Flexible Working Options Hybrid Working, Job Share Job Description Summary . Job Description Job Title: Telephony Operations Manager Location: Birmingham, Edinburgh or Glasgow Salary: £59,850 - £66,500 Hours: Full time Working Pattern: Our work style is hybrid, which involves spending at least two days per week, or 40% of your time, at our above offices. About This Opportunity: We have an exciting opportunity for you to join Business and Commercial Banking (BCB) Chief Operating Office and become part of the BCB Telephony operations leadership team which supports Business Banking customers with their servicing needs. Our core focus is to provide a professional and efficient service for BCB customers at the first point of contact and create digital advocacy. You'll be a key member of the telephony leadership team overseeing multiple sites across Scotland and Birmingham with circa 200 FTE within the Banking Operations and Servicing team. You'll work with key partners to ensure service is maintained and customer experience is excellent, with a focus on promoting self-service options. Reporting to a Senior Manager, you'll be a true leader who can inspire, develop, coach, and challenge your team to be the best they can be! What you’ll be doing: Lead and inspire a high-performing team, delivering positively against all team metrics. Oversee and deliver team projects, empowering colleagues to achieve their goals. Understand and implement Continuous Improvement processes using relevant tools. Handle expectations of all internal and external customers. Build and maintain strong stakeholder relationships. Work in a fast-paced environment and apply logical thinking to problem-solving. Why Lloyds Banking Group: If you think all banks are the same, you’d be wrong. We’re an innovative, fast-changing business that shaping finance as a force for good. A bank that empowering its people to innovate, explore possibilities and grow with purpose. What you’ll need Leadership and Team Management: Demonstrated ability to lead, inspire, and develop a high-performing team within Telephony in Financial Services. Experience in leading large teams and driving performance through effective coaching and mentoring. Technical Proficiency: Familiarity with telephony systems and related technologies. Ability to use technology to improve processes and drive digital adoption Customer Focus: Proven experience with demonstrated results in delivering exceptional customer service and improving customer experience. Ability to manage customer expectations and resolve issues optimally. Continuous Improvement: Experience in implementing continuous improvement processes and using relevant tools to enhance operational efficiency and service quality. Partner Management: Excellent skills in building and maintaining strong relationships with internal and external stakeholders. Ability to influence and collaborate with colleagues at all levels. Analytical and Problem-Solving: Proven strong analytical skills with the ability to analyse data, identify trends, and make data-driven decisions. Ability to apply logical thinking to problem-solving and work under pressure. Communication: Excellent verbal and written communication skills, with the ability to explain sophisticated topics in a simple, concise manner About working for us: Our ambition is to be the top tier UK business for diversity, equity and inclusion supporting our customers, colleagues and communities, and we’re committed to creating an environment in which everyone can thrive, learn and develop. 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. We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. And, as a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long-term health or neurodivergent condition through the Disability Confident Scheme. We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need 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 Ready for a career where you can have a positive impact as you learn, grow and thrive? Apply today and find out more. 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.