Head of Merchant Services Operations

2 weeks ago

London, United Kingdom Lloyds Banking Group Full time

End Date

Sunday 10 March 2024

Salary Range

£0 - £0

Agile Working Options

Hybrid Working

Job Description Summary


**Job Description**:
JOB TITLE: Head of Merchant Services Operations

LOCATION: London / Basildon (Primary operational location is Basildon with an expectation of frequent time in London working with the broader Merchant Services business team and senior partners)

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 is a fantastic opportunity to lead Lloyds Banking Group’s Merchant Services Operations team at a time of incredible change and growth

About This Opportunity

Merchant Services (MS) provides a diverse range of products and services to merchants from micro merchants to enterprise customers that want to accept payments via a mixture of channels including face to face, online and over the phone. Merchants of all sizes are increasingly demanding and expect a significant level of sophistication in how their payment needs are considered. Merchant Services has received significant investment under the Group Strategic Review demonstrating its strategic importance to the Group.

We're looking for an experienced and progressive leader to manage and drive our operational servicing teams supporting the MS division. Reporting directly to the Director of Banking & Trade Delivery, you'll be responsible for developing and implementing the operational strategy with our strategic technology partner, Fiserv.

You'll work closely with our operational team and the Fiserv operational partners to provide the best service to our customers. The focus of the role will be service improvement to strengthen what is in place today and work with partners to build service excellence and resilience for the future. There remains a lot to do to realise the vision of a digital-led servicing proposition for the majority of clients, with client self-service options and automated fulfilment needing to be scaled across the business.

You'll also be tasked with the creation and implementation of a robust performance framework for management of the joint venture and teaming across product, technology, risk, compliance to deliver scaled solutions to our servicing challenges.

Key Accountabilities:
- Strategic Leadership: Develop and implement a forward-thinking operations strategy that uses market trends, customer insights, and competitive analysis to position LBG as a premier player in the Merchant Services market. Be a key contributor to the LBG Merchant Services Leadership team.- Joint Venture Management: Manage our Merchant Services Operations across both LBG and its joint venture partner, Fiserv.- Effectiveness: Make significant step change improvements in key customer experience metrics, for example; overall NPS, journey NPS, complaint levels, Average Handling Time, customer Identification and Verification effectiveness etc.- Thought Leadership: Help lead the development and implementation of solutions that require a multi-disciplinary approach to solving. Working to solve with product, technology, transformation, credit risk, compliance etc.- Team Leadership: Build and lead a high-performance team, providing mentorship, guidance, and fostering a culture of innovation, cross functional leadership, data driven problem solving and collaboration both internally within Lloyds Banking Group and across the joint venture with Fiserv. (Total Direct Reports: 8-10 / Total Team Size: c.50)- Budget Management: Secure and manage a budget effectively, prioritising high-impact initiatives and optimizing return on investment.- Risk and Compliance: Management of operational, conduct, resilience, payment and regulatory risks encountered.

About Us

We're on an exciting journey and there couldn't be a better time to join us. The investments we're making in our people, data, and technology are leading to innovative projects, fresh possibilities, and countless new ways for our people to work, learn, and thrive.

What You'll Need- Deep understanding of merchant services, payment processing, and the broader Fintech environment.- Proven track record of developing and implementing successful operational strategies that support customer acquisition and ever improving service satisfaction.- Experience working with cross-functional teams, third parties, joint ventures and other partners to achieve business objectives.- Innovative approach and willingness to challenge the status quo to achieve operational excellence.- Excellent leadership and team management skills, with the ability to inspire and guide a diverse team.- Strong analytical and critical thinking capabilities, coupled with exceptional communication and presentation skills.

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

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