General Insurance Customer Operations Leader (FTC)

JOB TITLE: General Insurance Customer Operations Leader

SALARY: £59,850 - £73,150 (depending on experience)

LOCATION: Leeds

HOURS: Full Time

BASIS: Fixed Term Contract for 12 months

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, in the Leeds office.

Are you an adaptable and forward-thinking leader who enjoys customer facing environments and has a passion for encouraging colleagues to deliver in line within our open culture, focussed on inclusivity and development? Then this secondment opportunity in General Insurance Customer Operations could be your next career step.

About this Opportunity

The General Insurance Customer Operations team support customers across all brands, operating 8am to 6pm Mon-Fri and 9am -1pm on Saturdays with a focus on supporting our customers when they need us most.

If you thrive leading large customer facing teams, with a passion for inspiring your colleagues to deliver in a culture focused on inclusivity and development, then this could be the right opportunity for you.

Your accountabilities will include:

• Using data from varied sources to maintain oversight of customer demand and support your teams to deliver service against operational metrics, delivering great outcomes for our customers.

• Coaching and developing on a wide range of issues to help build successful teams, providing insight and upskilling through all interactions.

• Site lead for the Leeds operation and a key member of the General Insurance Customer Operation extended leadership team supporting our purpose of Protecting Customers Homes

• Developing and maintaining effective relationships with collaborators from Planning, Platforms, and across the operational teams.

• Help overcome barriers to delivery for customers by challenging status quo to enhance customer and colleague journeys.

• Play a leading role in embedding the transformation across General Insurance Customer Operations, working collaboratively with platform teams to ensure effective execution as this is delivered into the operation.

Why Lloyds Banking Group ?

Like the modern Britain we serve, we’re evolving. Investing billions in our people, data and tech to transform the way we meet the ever-changing needs of our 26 million customers. We’re growing with purpose. Join us on our journey and you can too…

What you’ll need for this role:

• Experience leading scale people teams (around 80 colleagues)

• Ability to interpret and use data from varied sources to manage customer demand and performance against metrics

• Proven experience in coaching, mentoring and upskilling team members to build high-performing teams

• Skilled in building effective relationships with internal colleagues across planning, platforms and operations

• Experience in supporting or leading transformation initiatives, with a focus on improving customer and colleague journeys

And any experience of these would be really useful:

• Experience of running a telephony operation and/or a customer facing team

• Knowledge of our general insurance products

If you love to lead and empower teams and you always think of the impact on the customer, then we would love to hear from you!

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’re committed to creating a consciously inclusive workplace where our colleagues can be themselves, thrive and perform at their best.

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.

As an inclusive employer, we offer Workplace Adjustments for colleagues with a disability (which may include long-term health and neurodivergent conditions) where it is reasonable to do so. This could include flexibility with regards to office attendance, location, and working pattern.

We're proud to be a Disability Confident Leader. If you have a disability, you can also apply via our Disability Confident Scheme (DCS). Through the DCS, we guarantee to interview a fair and proportionate number of applicants with a disability, whose application meets the minimum criteria for the advertised job role.

We also provide adjustments that are reasonable throughout the recruitment process to reduce or remove barriers for applicants with a disability, long-term health condition or neurodivergent condition. If you’d like an adjustment to the recruitment process 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 Group performance share

• Share schemes including free shares

• Benefits you can adapt to your lifestyle, such as discounted shopping

• 30 holidays 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!