Director, Digital Assets Onboarding & Servicing

JOB TITLE: Director, Digital Assets Onboarding & Servicing

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, at one of our office sites. Colleagues with disabilities can be supported with workplace adjustments including hybrid working expectations in line with our Flexibility Works policy.

Lloyds is at the forefront of digital asset innovation, helping shape how value will move through the economy in the future. Client Operations will play a pivotal role in supporting Commercial Banking as it stands up and scales digital assets as a proposition for clients.

As Director, you'll lead the creation of a new onboarding and servicing team supporting the digital wallet proposition and coordinating clients through the journeys required to become operationally ready for the product. You'll shape the target service model, build team capability, define service standards and ensure the function is ready for launch and rapid scaling into 2027.

You’ll work across product, operations, technology, risk, compliance and client-facing partners to coordinate end-to-end client readiness, including KYC, CBO set-up, system enablement and servicing model design.

Success in this role requires strong leadership, stakeholder management, sound judgement and the ability to translate a strategic proposition into a scalable, well-controlled and client-focused operating model. You’ll also develop expertise in digital assets, including tokenised deposits and stable coins, helping shape client journeys, operating readiness and team capability.

Lead the design and establishment of a dedicated onboarding and servicing function to support the launch of the digital wallet and portal proposition.

Define and implement an operating model that delivers seamless onboarding and ongoing servicing for clients accessing digital assets through the new platform.

Lead the end-to-end client readiness journey, including KYC, CBO set-up, system enablement and associated operational dependencies, ensuring effective coordination across all parties.

Establish robust processes, governance, controls, service standards, and handoffs across all teams involved in onboarding and servicing.

Build strong partnerships across product, operations, technology, risk, compliance, and client-facing teams to ensure successful delivery and launch readiness.

Identify and deliver process improvement, automation, and scalability opportunities to support a controlled and efficient client experience.

Build a high-performing, client-focused team with the capability and expertise required to support digital asset products and emerging technologies.

Significant experience (typically gained over 8+ years) building, leading and developing teams within banking or financial services, with a strong track record of delivering results through others.

Proven ability to design and implement operating models, processes and controls within regulated environments, balancing client experience, governance, risk management and operational efficiency.

Demonstrates a strong commitment to developing expertise in digital assets, including tokenised deposits and stable coins, applying this knowledge to client readiness and service delivery. Translates learning into capability growth across teams and the wider organisation.

Strong track record of influencing across complex organisations, building partnerships across product, technology, operations, risk, compliance and client-facing teams to deliver successful outcomes.

Strong commercial and strategic awareness, able to translate emerging propositions into scalable delivery models, practical implementation plans and measurable business outcomes.

Excellent communication and storytelling skills, able to simplify complex concepts, build understanding across diverse audiences and engage senior leaders in a high-profile programme.

Strong risk and control awareness, with the ability to establish effective governance frameworks and apply sound judgement within regulated environments.