Senior Manager - Offshore Operations, Payments Operations

** End Date
** Wednesday 11 March 2026
** Salary Range**£78,098 - £91,880
** Flexible Working Options
** Hybrid Working, Job Share
** Job Description Summary
** An inspirational leader who motivates, coaches and develops their team to work together to Help Britain prosper by providing an excellent customer experience and compliantly meeting their financial and service needs, particularly the most complex, with fair outcomes, including for our vulnerable customers. Leads and embeds LBG priorities, adheres to regulatory requirements and sets an example by role modelling the Group Values, Behaviours and Code of Responsibility.
** Job Description
***
* JOB TITLE:

** Senior Manager, Offshore Operations, Payment Operations
** SALARY**: £78,098 - £91,880
*
* LOCATION:

** Birmingham or Glasgow
** WORKING PATTERN:
** Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at our Birmingham or Glasgow office locations.
** About this Opportunity
** In the Payment Operations team, we are a team of around 1000 colleagues, mostly based in Glasgow and Birmingham, along with capability within our offshore suppliers in India. We’re on hand to support customers when things go wrong, helping them with their complex payment queries and ensuring their payments get where they need to go. Through maximising technology and utilising our expertise we keep the bank and our customers safe, screening payments and customers to protect the Group.

The team is also accountable for reconciling the bank’s internal accounts to make sure payments are cleared within timescales.

This role represents an excellent opportunity to join the leadership team within our International & High Value Payments team within Payments Operations, reporting directly to the Head of Operations.

The Senior Operations Manager, Offshore Operations role is responsible for managing and overseeing the performance of Payments Operation’s outsourced suppliers to ensure the delivery of high-quality services. This role requires experience in managing suppliers globally, with a strong focus on governance, stakeholder management, risk management, communication, process improvements, and service optimisation. The ideal candidate will possess excellent leadership skills and the ability to drive strategic initiatives to enhance service delivery and operational efficiency.

It’s an exciting time for us, we're talking about the people, systems/processes, emerging technologies and implementation of new solutions we'll need to evolve our business to meet more customer needs and keep pace with industry changes.
** Working as part of the leadership team we'll need you to
*** Drive customer and colleague experience across the teams
* Deliver Operational Excellence through colleagues, championing a Continuous Improvement attitude
* Work closely and collaboratively with Product Owners and Platform Leads that are delivering change and transformation across the end-to-end customer journey.
* Deputise for the Head of Function
* Play an active role in the extended Payments Operations Leadership Team and contribute to and lead initiatives that span across Payments Operations
* Manage and mitigate risk across the team that you're accountable for and the wider business
* Nurture positive relationships with internal stakeholders and partners in areas such as Product owners, 1st & 2nd Line Risk and Economic Crime
** Why Lloyds Banking Group
** If you think all banks are the same, you’d be wrong. We’re an innovative, fast-changing business that’s shaping finance as a force for good. A bank that’s empowering its people to innovate, explore possibilities and grow with purpose.
** What you’ll need
*** You will have proven experience in managing suppliers on a global scale, with a track record of successfully overseeing complex outsourcing arrangements.
* Have strong understanding of governance frameworks and the ability to develop and implement effective governance structures.
* You’ll be an excellent stakeholder manager, with the ability to build and maintain strong relationships with internal and external stakeholders/suppliers.
* You’ll have expertise in identifying,…