Senior Manager, Complaints

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Salary Range

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Flexible Working Options

Job Description Summary

Job Description

JOB TITLE: Senior Manager, Complaints & Customers in Financial Difficulty (FTC)

SALARY: £83,411 - £107,943

LOCATION(S): Leeds, Birmingham, Bristol, Newport, 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

About this opportunity

The Senior Manager, complaints and customers in financial difficulty, plays a pivotal role in supporting one of the UK's largest financial services transformations. We're seeking a proactive, detail-oriented individual to join the Conduct, Compliance and Operational Risk (CCOR) team within the Risk Division, as we accelerate delivery across the Group's transformation journey.

You'll bring expertise in customer impact and change delivery. Confident stakeholder engagement is key and your ability to influence and support decision-makers will help ensure the delivery of good customer outcomes, aligned with Consumer Duty and Group standards

Day to day, you will:

• Provide second line oversight of complaint handling processes and customer treatment strategies, ensuring alignment with FCA expectations and internal standards.

• Monitor and challenge first line activities, including root cause analysis (RCA), remediation, and rectification efforts.

• Lead compliance input into transformation programmes affecting customer journeys, including servicing, product design, and vulnerability strategies.

• Act as a subject matter expert (SME) on Consumer Duty, DISP, and Vulnerable Customers, supporting responses to FCA feedback and thematic reviews.

•  Development and delivery of project objectives and key results, managing competing priorities in a fast-paced environment.

• Manage relationships with key internal customers and act as their business partner, while typically using support teams to ensure client satisfaction. This will include our GEC.

• Inputting into Customer, Compliance 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

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:

• Expert in applying Consumer Duty, DISP and other Regulatory Sourcebooks and translating regulatory requirements into language that is easy to understand.

• Experience leading or contributing to large-scale transformation programmes, especially those impacting customer journeys, product governance, and inclusive design standards.

• Ability to influence and embed change across multiple business areas, including Retail Risk, Customer & Product Policy, and Moments of Truth teams.

• Deep understanding of vulnerable customer treatment, financial difficulty indicators, and complaint resolution frameworks.

• Ability to assess complex customer scenarios, identify root causes, and propose strategic solutions with empathy and clarity.

• 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

• A data driven approach to everything you do and a keen interest to maximise the potential of AI in driving productivity and reimagining work.

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

If you're excited by the thought of becoming part of our team, get in touch. We'd love to hear from you.

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.