Develop and manage the Group Operations process for managing customer rectifications. Train and coach project managers to identify root causes of customer impacting events to prevent re-occurrence in affected processes and systems as well as sharing learning with the rest of the Group to prevent occurrence in other areas. Train project managers on the DMAIC methodology to manage customer impacting events to drive sustained improvements. Responsible for ensuring rectification projects are delivered to high standards and achieving the Group Quality targets. Assisting the Head of function to deliver the Group Operations rectification strategy.

Responsible for ensuring all Rectification and remediation activity for Lloyds Banking Group is managed and reported to Group and regulatory standards. Working with divisional leads including senior management and directors to deliver accurate monthly updates on rectification activity ensuring areas of focus are addressed and key actions are taken to improve delivery of projects. Working with colleagues across LBG to develop consistent methodology in managing and tracking rectification activity. Analysing rectification data and presenting recommendations for Group targets and measures to drive improvement on rectification projects. Assisting the senior manager to develop the Lloyds Banking Group rectification strategy.

- Manage and report on budget for a large back office operation across multiple sites with c370 full time equivalent colleagues- Create executive packs to promote my area and highlight successes and areas where support is required- Create performance reports for Senior Manager and Operations managers to drive and track performance in their teams- Gatekeeper for all Management Information coming into and going out of the Operation- Assist line managers with local team performance monitoring- Track and report benefit realisation of all projects within the area- Support forecasting of volumes and resource required of key moment of truth processes

Help customers register and use online banking facilities