Senior Manager - Reporting, RCA & Operational Efficiency

What you'll be doing

Are you motivated by the opportunity to shape how LBG creates fair, consistent and trusted outcomes when things go wrong with conduct at work? Do you want to be part of a team that is redefining how workplace resolution, investigations and misconduct are handled combining strong judgement and a focus on getting to the right outcome in the right way? Workplace Resolution and Investigations (WRI) is a newly formed Centre of Excellence within People & Places, bringing together Lloyds Banking Group’s approach to supporting colleagues and managers with conduct matters—from the moment a concern is raised through to its resolution.

Our team ensures issues are addressed fairly and consistently, whether that means resolving concerns informally or guiding formal investigations when required. By learning from the cases we handle, we help the Group continuously improve how we work, creating a more positive experience for colleagues and maintaining high standards of conduct and integrity. We also play a vital role in ensuring senior managers understand and fulfil their additional responsibilities and accountabilities, operating in line with regulatory standards and expectations.

This is an exciting time to join WRI. We are transforming how conduct is managed, shifting towards earlier, more informal resolution where appropriate, strengthening governance and consistency, and building a more data‑driven, insight‑led function. With new frameworks, evolving standards and innovative tools, this is a unique opportunity to shape the future of workplace resolution and investigations and drive a fair, consistent culture across the organisation.

This new role has been created to lead WRI’s reporting, insight and root cause analysis agenda across the end‑to‑end conduct ecosystem, ensuring the function has a trusted, coherent and decision‑useful view of volumes, themes, outcomes and emerging risks. The role owns the reporting framework, dashboard design, RCA methodology and reporting‑related efficiency agenda, translating operational insight into targeted improvement priorities while defining the MI and data requirements needed for the case management system and future‑state reporting model.

• Own the WRI reporting framework, including core metrics, definitions, taxonomy, dashboard structure and reporting narrative, so governance outputs are coherent, comparable and decision‑useful.
• Own end‑to‑end delivery of the quarterly Conduct Report and other priority governance reporting, ensuring outputs are accurate, balanced and focused on the most material themes, risks and decisions required.
• Lead the design and controlled evolution of the Conduct Dashboard and WRI Dashboard outputs, ensuring they provide an integrated view of operational performance, themes and emerging risks.
• Define and govern WRI’s RCA methodology, scope, handoffs and action‑tracking model, ensuring RCA remains clearly distinct from case handling, QA activity and first‑line risk/control assurance.
• Use reporting and RCA insight to identify operational efficiency priorities, remove duplication in reporting processes and recommend improvements to ways of working across the function.
• Set the MI and reporting requirements for the case management system and future reporting model, partnering with platform and data teams to ensure the right fields, timestamps, categories and extracts are designed and maintained in the solution.
• Oversee data quality, validation and reconciliation expectations for governance reporting, escalating material integrity risks and ensuring credible mitigation where manual workarounds remain.
• Ensure reporting outputs land with clear narrative, actionable insight and appropriate challenge.
• Lead and develop the Reporting, MI & RCA team, prioritising production, analysis and improvement activity to maintain service quality, resilience and pace.

• A strategic and commercially minded leader who can turn complex data, themes and trends into clear, compelling insight that supports Executive and senior leadership decision‑making.
• Proven experience leading reporting, MI, analytics or governance…