Gem Client Manager

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End Date Wednesday 14 February 2024 Salary Range £0 - £0 We support agile working – click here for more information on agile working options. Agile Working Options Hybrid Working Job Description Summary . Job...

End Date

Wednesday 14 February 2024

Salary Range

£0 - £0

We support agile working – click here for more information on agile working options.

Agile Working Options

Hybrid Working

Job Description Summary


Job Description

JOB TITLE: Gem Client Manager

SALARY: £37,548 - £50,060 (dependent on experience and location)

LOCATIONS: Birmingham / Edinburgh / Glasgow / London

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. We’ll also expect successful candidates to be open to spending additional time in the office during their training period as we find this helps to accelerate learning. 

About This Opportunity

We’re the market leader in digital banking. We’re on a journey to build the bank of the future. If you seek to work in an innovative, digitally led environment that moves at pace, join us on our journey, and we’ll help you fulfil yours.

Lloyds Bank has invested in a new Cash Management & Payments platform, called Gem. Built to improve operational efficiencies and reflect changes to the payments landscape, many of the individual features of Gem can be used together to help save time and enhance the running of our clients’ business. This vacancy is in the Gem Onboarding and Servicing team. Colleagues in the team work with the more sophisticated and complex Commercial Banking clients to successfully onboard them to the Gem platform, and provide ongoing client servicing once the relationship has been established.

This is an exciting opportunity for a highly motivated, proactive and well organised individual looking to build and enhance their career in a client facing role. As a Gem Client Manager (GCM) you'll work alongside other GCMs and Gem Service Mangers to provide best-in-class service and support to Gem clients.

We're seeking to recruit a passionate and individual that will work closely with various business areas and their teams. You'll bring your great client relationship management experience, partner management skills and knowledge of cash management and payments. Join us to support delivery of our strategy, creating the best in class service proposition.

Your remit will be:

  • Manage the service provision to a portfolio of the most complex Gem clients demonstrating the ability to be reactive and proactive dependent on the scenario

  • Building strong relationships with your designated portfolio of clients to fully understand their business needs and supporting with embedding new functionalities to the respective Gem platforms.

  • Support with incident management, working with technical support partners to lead communications for your clients who are impacted by platform / payment related issues

  • Respond to client needs to ensure excellence in service is delivered. Take personal responsibility for resolving client issues, always thinking about the full portfolio of clients and whether ‘individual’ incidents and scenarios are potentially more widespread

  • Work as a part of a team of service experts, supporting, mentoring and training others as appropriate in delivering best-in-class service to their designated clients

  • Create a best-in-class client journey by using Voice of Customer/Voice of Business feedback to develop processes, systems and ways of working.

  • Utilise real-time client insights and data to identify areas to improve our delivery model. Subsequently co-ordinating and driving improvements in operational processes

  • Build and maintain trusted partner relationships with front line coverage & sales teams, and technical support teams, enabling the delivery of an enhanced client experience

  • Ensure compliance with procedures and guidelines to complete tasks right first time and to the highest standard

  • Deliver post-onboarding training to clients, ensuring our client base is continually kept up to date on platform changes and developments

Travelling to see clients and partners will occasionally be required as part of this role.

Why Lloyds Banking Group

We’re on an exciting journey and there couldn’t be a better time to join us. The investments we’re making in our people, data, and technology are leading to innovative projects, fresh possibilities, and countless new ways for our people to work, learn, and thrive.

What You’ll Need

Technical knowledge

  • Cash management experience e.g. domestic and international payments, SWIFT messages, physical cash processing, liquidity and working capital management tools such as notional pooling, cash concentration and multi-banking, virtual accounting and correspondent and agency banking

  • Technical knowledge and understanding of the variety of banking channels available to organisations such as online banking platforms, BACSTEL-IP, SWIFT, API, host-to-host.

Client Service & Interpersonal Skills:

  • Communication is a critical element of this role – you’ll be communicating with clients verbally and in written form, often needing to draft tailored wording specific to an individual client’s situation. We're looking for candidates who are able to receive multiple strands of information from internal partners, and condense these into client appropriate messages, at pace, often without supervision.

  • Develops understanding of individual customer needs and concerns, strives to exceed customer expectations. Treats each contact with clients as a chance to impress them with the service offered.

  • Partner management capabilities - track record of managing client relationships and internal partners

Organisational Skills:

  • Ability to manage and prioritise your own time, co-ordinate client meetings

  • Ownership and management of actions through to resolution

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

  • 28 days’ holiday, with bank holidays on top

  • A range of wellbeing initiatives and generous parental leave policies

Ready to start growing with purpose? Apply today!

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.