Assistant Manager, Financial Wellbeing Strategy

If interested, contact Danny Harris to schedule a discussion. Join Tom Crook for an overview call on Friday 18th. Let us know to include you in the invite and share the recording

JOB TITLE: Assistant Manager, Financial Wellbeing Strategy

LOCATION: Chester, Leeds, Halifax or London

HOURS: Full time

WORKING PATTERN: Hybrid, 40% (or two days) in one of our office hubs mentioned above

About this opportunity

In Financial Wellbeing Strategies, we support customers facing financial difficulty by continuously improving their journey with us. We design and implement new strategies that aim to deliver better outcomes for customers while maintaining the resilience of our business.

This role sits within our Secured Treatment Strategy Team and is working specifically with our Existing Strategies and Non-core Products Squad.

A key part of our work involves identifying where things haven’t gone as expected for the customer. We investigate the root causes, implement corrective actions, and make improvements to prevent wider impact. Alongside this, we actively monitor our risk profile and enhance our control environment to ensure we’re operating safely and responsibly.

Our role requires a careful and ongoing balance between doing what’s right for the customer and safeguarding the long-term stability of the business.

At Lloyds Banking Group, we are dedicated to crafting a workplace where our people can thrive and make a meaningful impact.

As an Assistant Manager, Collections Customer Treatment Strategy, you will have the outstanding opportunity to craft and implement strategies that improve customer financial wellbeing. This role is essential in driving continuous improvement and ensuring our customers receive world-class service.

About us

Join us and, as well as making a difference to customers, you’ll enjoy a fulfilling career where you’re free to be yourself. Great colleagues, transforming workspaces, hybrid working and a wide variety of career opportunities – you’ll find them all here.

Key Accountabilities

• Work collaboratively with key partners across the Group—including Products, Customer Financial Assistance, Credit Risk, Assurance, and Legal—to shape thinking and design strategies that support both customer needs and team aspirations, using agile ways of working to drive continuous improvement.

• Apply data, insight, and good judgement to connect dots and find chances to improve customer financial wellbeing journey.

• Partner with operational and platform teams to co-create and deliver new strategies effectively, ensuring agile delivery practices are embedded and outcomes are regularly reviewed and iterated.

• Play a key role in resolving live issues as they arise, ensuring strategies remain responsive and continue to deliver good customer outcomes.

• Monitor key MI and controls to support continuous product management and inform iterative improvements.

• Act as a financial wellbeing strategy expert, championing agile principles and customer-centric thinking across the broader team, platforms, and wider business partners.

You should apply if:

• Your attitude involves anticipating future possibilities, translating them into actionable strategies using agile methods.

• You enjoy solving complex problems by making sense of diverse data and insights, including customer journey maps, to uncover root causes and craft effective, balanced solutions.

• You collaborate well, building positive relationships with various teams to achieve common goals quickly.

• You’re confident in managing key collaborators, coordinating working party calls, and influencing decisions across multiple business areas to drive alignment and deliver impactful outcomes.

• Fearlessly advocate for customers and colleagues, stand up for beliefs, and uphold values in challenging situations.

Key skills

• Critical thinking with the ability to map out end-to-end customer journeys, finding opportunities to enhance experiences and outcomes.

• Strong collaborator management skills, with the confidence and influence to align diverse perspectives and drive decisions across multiple business areas.

• An ambitious and curious mindset—always seeking new ideas, asking the right questions, and exploring innovative ways to solve problems.

• Bold and customer-centric in approach, consistently advocating for what’s right for customers and challenging the status quo when needed.

• Skilled in crafting, shaping, and sourcing data to support new ideas, feeding into the backlog and driving continuous product improvement through insight-led decisions.

About working for us

Our ambition is to be the leading 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.