Head of Lending and Working Capital Customer Treatments (m|f|x) London

We’re looking for a Head of Lending and Working Capital Customer Treatments to lead our approach to supporting customers in financial difficulty within Business & Commercial Banking (BCB).

Join Lloyds Banking Group’s BCB as we redefine how businesses access Lending and Working Capital solutions across the UK. Our platform spans Lending, Asset Finance, Overdrafts, and Invoice Finance, helping businesses of all sizes optimise working capital, manage risk, and fund growth. Our products sit at the heart of BCB, driving innovation and supporting our purpose of Helping Britain Prosper.

The role has end-to-end accountability for customer treatment journeys, ensuring we can identify customers experiencing financial difficulty and put appropriate journeys in place to support fair customer outcomes. The scope is expanding beyond Business Banking and SME customers to cover the wider asset and lending journeys within the business.

Our ambition is to be the leading UK business for diversity, equity and inclusion, supporting our customers, colleagues and communities. We are 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 launch a dedicated Working with Cancer initiative.

We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. As a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role and have 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.

Aufgaben

• Own and enhance the end-to-end customer experience journeys for customers in financial difficulty, with a particular focus on identification, support and good customer outcomes.
• Lead the strategy for expanding this approach across our wider journeys, including areas such as asset finance and invoice finance.
• Lead the response to relevant audit, assurance and remediation activity, ensuring actions are managed effectively and improvements become embedded.
• Use data to strengthen how we identify customers who may be experiencing financial difficulty and shape effective treatment and engagement strategies.
• Work across Product, Risk, Operations and our platform teams to improve journeys, controls and customer outcomes.
• Lead a team of around 20 colleagues, including approximately three direct reports, building specialist capability and raising standards across the team.
• Help shape preventative and detective controls within journeys, using data and technology to identify emerging indicators of customer financial difficulty.

Profil / Ihre Qualifikation / Ihre Persönlichkeit:

• Customer experience & Product Ownership: proven end-to-end experience in designing, shaping and enhancing customer experiences and consumer products, for customers facing financial difficulties, with the ability to bring together cross-functional teams around good customer outcomes.
• Data Literacy: deep expertise in using data to inform decisions, identify emerging opportunities or risks and build data-led capability across teams.
• Managing Key Relationships - the ability to build credibility with senior leaders, navigate complex priorities and influence across first, second and third-line functions.
• Critical Thinking: the ability to assess complex customer, regulatory and risk issues, challenge assumptions and drive well-reasoned solutions.
• Risk Management: strong understanding of the regulatory and risk environment surrounding customers in financial difficulty, with experience of customer treatment, collections or recoveries and strong understanding of relevant regulations
• Coaching & Feedback: the ability to raise capability across a team, setting high standards and supporting others to develop.

Das erwartet Sie

• 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

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Standort

25 Gresham Street GB-EC2V 7HN London