Director Client Management

About this opportunity 

This is a senior client management leadership role within Transaction Banking Solutions, focused on helping retain, grow and deepen strategically important client relationships across Merchant Services, Commercial Cards and Open Account products. 

The role holder will line manage client managers responsible for Merchant Services, Commercial Cards and Open Account products, ensuring clear ownership of client outcomes, strong portfolio discipline and consistent commercial delivery across these areas. They will bring in-depth knowledge of merchant services, working knowledge of commercial cards and an understanding of open account solutions such as supply chain finance and receivables purchase. 

A key part of the role will be working with the wider Client Management and Commercialisation team to optimise activity across the team. This means joining up account planning, pipeline management, client engagement, proposition feedback and service improvement activity so that effort is focused on the right clients, the right opportunities and the best overall outcomes for clients and the bank. 

The successful candidate will bring relevant experience of client management in merchant services, strong people leadership and a client-first commercial mindset. They will be comfortable working across Sales, Product, Coverage, Risk, Operations, Technology, Legal and partner teams to connect client insight, product capability and commercial priorities. 

What you'll be doing 

• Lead and develop client managers across Merchant Services, Commercial Cards and Open Account products, setting clear objectives, coaching performance and building capability across the team. 

• Work closely with the wider Client Management and Commercialisation team to optimise activity, align priorities, share insight and ensure client engagement is coordinated, purposeful and commercially focused. 

• Embed consistent client management disciplines across the portfolios, including account planning, stakeholder mapping, service reviews, retention activity, pipeline management, forecasting and growth tracking. 

• Act as a senior merchant services specialist, using in-depth knowledge of acquiring, acceptance, merchant operating models, payment flows, scheme considerations, risk dynamics and the wider payments ecosystem to strengthen client conversations and internal decision-making. 

• Use working knowledge of Commercial Cards and an understanding of Open Account solutions, including supply chain finance and receivables purchase, to identify connected client opportunities and support broader transaction banking conversations. 

• Partner with Product, Sales, Coverage and Go-to-Market teams to shape cross-product opportunities, improve client outcomes and support sustainable income growth across Transaction Banking Solutions. 

• Bring direct merchant services client management experience to complex client discussions, issue resolution, relationship planning and opportunity shaping across priority clients and sectors. 

• Support the Head of Client Management and Commercialisation by translating client and market insight into actionable priorities for client engagement, commercial planning, proposition development and service improvement. 

• Own the operating rhythm for managed teams, including portfolio prioritisation, people performance, pipeline governance, renewal inputs, RFP support, negotiation preparation and escalation of material client risks or opportunities. 

• Build effective working relationships with internal partners across Risk, Operations, Technology, Legal, Compliance and external ecosystem participants to ensure solutions are scalable, compliant, resilient and deliverable. 

• Role model inclusive leadership, effective coaching and strong stakeholder engagement, creating an environment where colleagues can perform, develop and collaborate across the transaction banking franchise. 

What you'll need 

• In-depth knowledge of merchant services, including merchant acquiring, acceptance models, payment flows, scheme considerations, gateways and the operational and risk dynamics of serving complex merchants. 

• Direct experience of client management in merchant services in some shape or form, with evidence of managing client relationships, resolving client issues and delivering commercial or service outcomes. 

• Working knowledge of Commercial Cards, including how card programmes support corporate working capital, spend control, supplier payments and client treasury objectives. 

• Understanding of Open Account solutions, including supply chain finance and receivables purchase, and the ability to connect these propositions to wider client working-capital needs. 

• Proven people leadership experience, with the ability to line manage client managers, set direction, coach performance, prioritise delivery and build a common operating rhythm across multiple product areas. 

• Strong commercial judgement, including the ability to support pricing, renewals, RFPs, client negotiations, retention activity and sustainable income growth. 

• Excellent stakeholder management and influencing skills, with confidence working across senior internal stakeholders and client-facing teams to secure aligned, practical outcomes. 

• A collaborative mindset, able to work as part of the wider Client Management and Commercialisation team to optimise activity, remove duplication and focus resources on the highest-value client and commercial priorities. 

• A strong delivery mindset, able to coordinate across Product, Sales, Coverage, Operations, Risk, Technology and Legal to move client priorities forward safely and effectively. 

• Clear communication style, with the credibility to represent the business internally and externally and to simplify complex transaction banking topics for different audiences. 
  
   

What will make you stand out 

• Experience leading or coaching client management teams across multiple transaction banking product areas. 

• Experience supporting cross-product growth strategies across merchant services, commercial cards and trade or open account solutions. 

• Exposure to competitive RFPs, tenders or complex renewals involving payments, acquiring, cards or working-capital propositions. 

• Understanding of risk, conduct and operational resilience considerations across payments and receivables-related solutions. 

• Ability to translate market trends, client feedback and product insight into practical commercialisation and client engagement priorities. 

Why Lloyds Banking Group? 

Like the modern Britain we serve, we're evolving. Investing in our people, data and technology helps us transform the way we meet the changing needs of our customers and clients. We're growing with purpose. Join us on our journey and you can too. 

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 they belong and can be their best, regardless of background, identity or culture. 

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!