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Job Description Summary

Job Description

JOB TITLE: Head of Operational Development, CIB

SALARY: Competitive

LOCATIONS: Birmingham / Edinburgh

HOURS: Full-time

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, in the office. Colleagues with disabilities can be supported with workplace adjustments including hybrid working expectations in line with our Flexibility Works policy.

What You'll Be Doing

Within Corporate & Institutional Banking, Client Operations and Market Operations are on an ambitious journey to become a market-leading Operations function, delivering excellent outcomes for clients, colleagues and the business.

As Head of Operational Development, you'll play a critical leadership role in shaping the future capability of Operations across Markets, Lending and Trade. Reporting directly to the CIB Chief Operating Officer, this high-profile role brings together operational planning, performance, control, process excellence, automation and AI readiness into a single development agenda.

This is an opportunity to shape how Operations evolves to support future growth, helping define the operating model, ways of working and capabilities required for the next phase of transformation.

You'll translate strategic priorities into operational delivery, building a roadmap for sustainable growth and transformation and ensuring change lands safely, sustainably and at pace. Working across Operations leadership, Product, Coverage, Change, Technology, Engineering, Data and Group partners, you'll help identify where processes can be simplified, automated, re-designed or scaled to improve client outcomes, productivity, resilience and long-term growth.

This role requires an enterprise leader who can work across complex products, geographies, customer journeys and operational functions, translating insight into execution to deliver measurable outcomes across the function.

In this role, you’ll:

• Operations Development Strategy: Shape and lead the Operations development agenda, building a single roadmap across operational excellence, workforce planning, performance, process intelligence, automation and AI-enabled capability to deliver against productivity and efficiency targets.

• Capacity, Demand & Workforce Planning: Develop the operating model, forecasting and workforce planning capability needed to support growth, productivity improvement, offshoring opportunities and long-term operational resilience.

• Performance & Productivity: Own and enhance the Operations performance framework, building meaningful MI, scorecards and insights that enable leaders to understand operational health, identify productivity opportunities and track delivery against strategic outcomes.

• Process Excellence & Intelligence: Lead the development of process mapping, process mining and operational intelligence capability, creating a clearer view of end-to-end processes and identifying where simplification, automation or re-design could deliver the greatest benefit.

• Transformation Delivery & Benefit Realisation: Translate strategic investment and in-house initiatives into operational delivery, ensuring change is prioritised, implemented effectively and embedded into day-to-day operations, with clear benefits tracking and sustained value realisation.

• Automation, Robotics & Power Apps: Partner with the platform teams as they develop and scale automation capabilities, helping embed Robotics, Power Apps and PEGA solutions that drive efficiency, reduce manual effort and support operational transformation.

• AI Readiness & Data-led Operations: Lead Operations readiness for AI and advanced analytics, helping identify, prioritise and safely integrate use cases that improve client outcomes, operational performance and colleague experience.

• Operational Control & Governance: Ensure operational development is delivered with strong governance, control-by-design and risk management, supporting resilience, regulatory confidence and effective oversight across key processes.

• Enterprise Partnership: Partner closely with Operations, Product, Coverage, Change, Data, Engineering, Technology, PEGA Product Owners and Group teams to align priorities, unlock delivery and ensure solutions are scalable across the enterprise.

• Leadership & Capability Building: Lead, develop and inspire a high-performing team, building the skills, operating practices and culture required for a modern, data-led and AI-enabled Operations function.

What We’re Looking For

• Significant experience, typically gained over 10+ years, leading complex operational transformation, ideally within financial services, banking operations or a similarly regulated environment.

• Strong understanding of end-to-end Operations, including workforce planning, productivity, process management, control, governance and operational risk.

• Proven ability to transform a function or large-scale operational capability, rather than improving individual processes in isolation.

• Track record of delivering measurable productivity, client outcomes, cost, resilience or control improvements through technology, automation, data or process re-design.

• Experience building operational roadmaps and translating strategic priorities into executable delivery plans across multiple teams, platforms and stakeholders.

• Strong appreciation of automation, robotics, workflow, process mining, Power Apps, PEGA, AI and data-led operations.

• Ability to identify where operational processes are ready for automation or AI, and where more fundamental re-design is required.

• Strong commercial and cost management expertise, with experience managing resources, prioritising investment and tracking benefits through to delivery.

• Excellent stakeholder management and influencing skills, with the ability to bring together senior leaders, platform teams, change partners and operational colleagues around a common agenda.

• Strong risk and control focus, with experience embedding governance, quality and control-by-design into operational change.

• Excellent leadership capability, with experience building high-performing teams, developing capability and creating a culture focused on outcomes, pace, accountability and continuous improvement.

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, with bank holidays on top

• A range of wellbeing initiatives and generous parental leave policies

Ready to do the best work of your career? 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.