Complex Operations Manager

** End Date
** Thursday 22 January 2026
** Salary Range**£43,803 - £48,670
** Flexible Working Options
** Hybrid Working, Job Share
** Job Description Summary
** Part of Lloyds Banking Group, Merchant Services Operations are a provider of merchant acquiring across the UK. We're a joint venture with Fiserv and support all merchants with their card acquiring needs.
Cardnet is a fantastic team within LBG with a meaningful part to play in Helping Britain Prosper. We currently have an opportunity available in our Operations Team for a Complex Servicing Manager.
** Job Description
***
* JOB TITLE:

** Complex Operations Manager
*
* LOCATION:

** Basildon
* * SALARY:** £43,803 to £48,670
*
* HOURS:

** Full-time
** WORKING PATTERN:
** Our work style is hybrid, which involves spending at least three days per week, or 60% of our time, at our Basildon office.

There will also be an Out of Hours requirement to support our VIP clients on a rota basis. On call hours will include Monday - Friday 5pm - 11pm, Saturday 8am - 11pm & Sunday 10am - 4pmPart of Lloyds Banking Group, Merchant Services Operations are a provider of merchant acquiring across the UK. We're a joint venture with Fiserv and support all merchants with their card acquiring needs.

Cardnet is a fantastic team within LBG with a meaningful part to play in Helping Britain Prosper. We currently have an opportunity available in our Operations Team for a Complex Servicing Manager.
** About This Opportunity
** The Complex Servicing Manager will manage tactical responses to strategic client issues, mitigate risks associated with card schemes, and ensure operational resilience. This role is critical for maintaining service excellence for VIP clients and supporting strategic initiatives, including improving client experience and reducing operational risk.
** What you’ll be doing:
**** Incident Management & Tactical Response
*** Lead rapid response activities for VIP client issues, including organising bridge calls and coordinating internal stakeholders to minimise disruption to authorisation and settlement processes.
* Conduct impact assessments and communicate findings across internal teams and clients.
* Maintain detailed action logs and ensure timely updates to clients and senior leadership.
* Support with the creation and implementation of the OOH incident model.
** Risk Management
*** Monitor and manage card scheme-related risks in line with organisational risk appetite and governance standards.
* Support monthly risk forums and contribute to risk strategy reviews.
* Ensure compliance with regulatory frameworks and internal risk policies.
** Stakeholder Engagement
*** Build and maintain strong relationships with senior stakeholders across Merchant Services Operations, Fiserv, and Cardnet VIP teams.
* Chair meetings and ensure clear communication of decisions and next steps.
** Continuous Improvement
*** Identify root causes of recurring issues and propose process improvements.
* Support development of tactical solutions aligned with strategic objectives.
** Communication & Reporting
*** Maintain clear and timely updates to clients and internal teams.
* Document actions and next steps from daily calls and share progress reports.
* Provide MI and insights to senior leadership to inform strategic decisions.

We're on an exciting journey to transform our Group and the way we're crafting finance for good. We're focusing on the future, investing in our technologies, workplaces, and colleagues to make our Group a great place for everyone. Including you!
*
* What you’ll need:

*** Proven ability to manage high-pressure incidents and coordinate cross-functional teams.
* Strong communication and influencing skills.
* Working knowledge of card acquiring and card schemes.
* Risk management experience within financial services.
* Analytical skills for assessing technical data and operational impacts.
* Strong incident management and crisis coordination skills.
* Knowledge of card payment processes (authorisation, settlement, transaction flows).
** About working for us!
** Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities and we’re…