Client Services Director – Gem (12-Month Fixed Term Contract)

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We support flexible working – click here for more information on flexible working options

Flexible Working Options

Job Description Summary

Job Description

JOB TITLE: Client Services Director – Gem (12-Month Fixed Term Contract)

SALARY: Competitive

LOCATION: Birmingham

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. Colleagues with disabilities can be supported with workplace adjustments including hybrid working expectations in line with our Flexibility Works policy.

About This Opportunity

This is an exciting opportunity to shape the future of cash management, payments onboarding and client servicing within Corporate & Institutional Banking (CIB).

Joining our Client Operations team within the CIB Chief Operating Office, you'll lead our Lloyds Bank Gem Onboarding and Servicing teams, supporting complex corporate and institutional clients as they adopt and utilise our cash management and payment solutions. You'll also lead our Payment Referrals and Excess Management team, working closely with Credit and Risk colleagues to ensure activities are delivered safely and effectively.

This is a highly visible leadership role with responsibility for driving operational performance, developing future leaders and delivering exceptional outcomes for clients and the business. You'll play a key role in shaping the future operating model through data, automation and AI-enabled solutions, helping improve client experience, colleague productivity and operational resilience.

What You'll Be Doing

• Leading large, multi-disciplinary teams across onboarding, servicing and payment management activities.

• Setting and delivering strategic priorities that improve client experience, operational performance and business outcomes.

• Driving transformation, automation and AI-enabled initiatives that improve efficiency, scalability and service quality.

• Developing high-performing leadership teams through coaching, succession planning and talent development.

• Using data and insights to drive informed decision making and continuous improvement.

• Strengthening risk and control environments across onboarding, servicing and payments activities.

• Building strong partnerships across Coverage, Product, Sales, Risk, Operations and Technology teams.

• Supporting key client relationships and representing Client Operations with senior business stakeholders where appropriate.

What We're Looking For

• Strong knowledge of cash management, payments and transaction banking products and services, supported by experience typically gained over 5+ years within these areas or a related corporate banking environment.

• Significant experience leading large, multi-skilled teams within banking or financial services.

• A track record of delivering strong client, colleague and business outcomes through effective leadership, performance management, talent development and influencing across complex organisations.

• Experience leading operational transformation, business change or continuous improvement programmes at scale.

• Strong risk and control awareness within a regulated environment.

• Ability to use data, analytics, automation and emerging technologies to improve performance, client outcomes and operational efficiency.

And Any Experience Of These Would Be Great

• Knowledge of Lloyds Bank Gem products and services.

• Understanding of connectivity solutions, including SWIFT, APIs, BACSTEL-IP or host-to-host channels.

We know that great talent comes from many backgrounds. Whilst this job advert may reference specific years of experience, we recognise that skills are developed in many ways, so if you have relevant, transferable experience, we encourage you to apply.

This Is A Place For You

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.

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, plus bank holidays

• A range of wellbeing initiatives and generous parental leave policies

Ready to make an impact? Apply today.

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.