Senior Manager, Customer Conduct & Product Governance

What you’ll need:

• Expertise in banking conduct regulation and policy requirements, including Consumer Duty, product governance, product lifecycle governance, customer fair value and associated customer outcome expectations.
• At least ten years’ relevant experience in financial services, including at least five years in customer conduct, or product governance roles.
• At least five years’ experience in a second-line risk or compliance role, providing independent oversight and effective challenge of first-line activity.
• Strong drafting skills, with experience preparing clear, concise reports, policies or guidance for senior audiences.
• Excellent collaborator management skills, with experience bringing colleagues on the journey and supporting compliant, practical outcomes.
• Ability to interpret complex regulatory requirements and translate them into language that is easy to understand and apply.
• At least three years’ line management experience, leading and coaching colleagues, strong delivery standards.
• Confidence using evidence, insight, MI and data to support advice, challenge, governance reporting and senior decision-making.

And any experience of these would be really useful:

• Experience applying Consumer Duty or equivalent customer conduct requirements in insurance.
• Experience preparing or using conduct and product governance MI to monitor risk, identify themes and influence senior decision-making.
• Experience using data analysis to draw insights from a variety of sources.
• Experience of leading change in a function or embedding new tooling, standards or ways of working.
• Experience of working with product teams, risk teams or senior governance forums on customer outcome, product governance, fair value, risk appetite or control environment matters.

About working for us:

Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel that they belong and can be their best, regardless of background, identity or culture. We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative. And it’s why we especially welcome applications from under-represented groups. We’re disability confident. So, if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%
• An annual performance-related bonus
• Share schemes including free shares
• Benefits you can adapt to your lifestyle, such as discounted shopping
• 30 days’ holiday, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies

Want to do amazing work, that’s interesting and makes a difference to millions of people? Join our journey!

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.

We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person.

We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.