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About the Role
This is an exciting fixed term contract opportunity to join Onboarding & Banking Servicing, leading our KYC Onboarding and OKYC teams across the UK and US. Sitting within Client Operations as part of CIB COO, this role will be vital to supporting CIB’s North Star strategy and helping grow the business safely, efficiently and sustainably. You'll lead large operational teams as we modernise onboarding and servicing through a new client-facing portal and agentic solutions that will significantly reduce end-to-end onboarding and OKYC times. This will help clients gain quicker access to products, remove journey friction, improve colleague productivity and strengthen operational resilience. This is a highly visible leadership role with responsibility for driving operational performance, championing continuous improvement, developing future leaders and delivering positive outcomes across clients, colleagues and the business. As the teams are based across Edinburgh and London, some travel between locations and other hub sites will be required.
Responsibilities
- Leading large, multi-disciplinary teams across KYC onboarding, OKYC and banking servicing activities.
- Setting and delivering strategic priorities that improve client experience, operational performance and business outcomes.
- Driving transformation, automation and agentic initiatives that reduce end-to-end cycle times and simplify client journeys.
- Developing high-performing leadership teams through coaching, succession planning and talent development.
- Championing continuous improvement and encouraging colleagues to identify opportunities to remove inefficiencies and improve ways of working.
- Using data, insight and operational metrics to inform decision making and deliver sustainable outcomes.
- Strengthening risk and control environments across onboarding, OKYC and servicing activities.
- Building strong partnerships across Coverage, Product, Sales, Risk, Operations and Technology teams.
Requirements
- Significant experience (typically gained over 8+ years) leading large, multi-skilled teams within banking or financial services.
- Strong knowledge of KYC, OKYC, KYB, onboarding and client servicing activities within a regulated environment.
- Ability to lead, motivate and inspire large teams through change, transformation and ambiguity.
- A track record of delivering strong client, colleague and business outcomes through effective leadership, talent development and stakeholder influence across complex organisations.
- Strong risk and control awareness, including the ability to apply frameworks effectively in practice.
- Proven ability to lead and deliver sustainable change, simplification and process improvement at scale.
- Ability to use data, analytics, automation and emerging technologies to improve performance, client outcomes and operational efficiency.
Skills
- KYC
- OKYC
- KYB
- Onboarding
- Client servicing
- Risk and control awareness
- Data analytics
- Automation
- Emerging technologies
Location
- Edinburgh
- London
- UK
- US
Work Type
- Hybrid Working
- Job Share
- Full-Time
- Fixed Term Contract
Experience Level
- 8+ years
Salary/Compensations
- £0 - £0
Benefits
- Generous pension contribution of up to 15%
- 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
- Generous parental leave policies
About the Company
- 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.
- 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.
- 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.
Equal Opportunity
- 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 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.