Head of Performance and Planning, BCB COO

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End Date Thursday 04 April 2024 Salary Range £101,932 - £119,920 We support flexible working – click here for more information on flexible working options Flexible Working Options Hybrid Working, Job Share Job Description Summary...

End Date

Thursday 04 April 2024

Salary Range

£101,932 - £119,920

We support flexible working – click here for more information on flexible working options

Flexible Working Options

Hybrid Working, Job Share

Job Description Summary


Job Description

JOB TITLE: Head of Performance and Planning, BCB COO

SALARY: £101,932 - £119,920

LOCATIONS: Bristol / 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

Are you a leader who is passionate about supporting colleagues to serve customers brilliantly?

Are you a natural planner, who loves problem solving and working with a wide variety of partners to move our business forward? Then this could be the role for you.

About This Opportunity

This role will report into the Service Optimisation Director within BCB COO and will lead a team of over 100 colleagues across the UK. The Performance and Planning team works closely with our customer-facing colleagues across BCB to help them deliver first class service to 1.1 million customers across Business Banking, SME and Mid Corporates. This team manages everything from recruitment and training to performance analysis and operating models – so if you want a role where no two days are the same, this is it!

As the leader of the team, you’ll need to inspire and motivate colleagues across a diverse range of skill-sets. You’ll lead multiples levels of line managers so being effective with your time and setting clear performance objectives and expectations to cascade throughout the team is essential.

You’ll need to use your management team to help you be across a wide variety of responsibilities, including: cost management, recruitment, induction development and delivery, colleague competency testing, change governance and internal communications, supply and demand resource planning, intra-day capacity management, organisational design and operating model, and performance analysis and insight for service, sales and customer experience.

You’ll enjoy identifying the key messages from all of these areas and be as comfortable presenting to executives on those topics as you are bringing it to life for front-line colleagues.

Key Accountabilities:

  • Oversight and analysis of BCB COO operational and servicing teams’ performance, finding opportunities and leading recovery plans where required

  • Oversight of the BCB cost base and FTE plans, delivering value for money

  • Demand and supply planning, and associated recruitment, to ensure BCB COO has optimum resourcing levels to deliver strong customer service within budget

  • Maintaining and improving the BCB COO operating model

  • Managing the BCB change gateways, supporting the strategic transformation of the business and communicating this via compelling stories to front-line colleagues

  • Supporting the capability of front-line colleagues, from delivering comprehensive inductions programmes to supervising ongoing competency and providing one-off upskills to boost performance in critical areas

  • Support the creation of an inclusive and open culture within the team and wider business which encourages collaboration and embraces diversity

Why Lloyds Banking Group

Like the modern Britain we serve, we’re evolving. Investing billions in our people, data and tech to transform the way we meet the constantly evolving needs of our 26 million customers. We’re growing with purpose. Join us on our journey and you'll too…

What You’ll Need

Key Skills:

  • Planning and prioritisation – balancing competing demands of cost, quality and time and using effective planning techniques to deliver the optimum outcome for the business and customers

  • Organisational design and operating model – understanding the business areas and forming options to improve our future operating model

  • Leading change – delivering changes across the business

  • People leadership – motivating and inspiring a large team across a range of fields

  • Problem solving – identifying bold solutions to complex challenges and quickly forming matrix teams to resolve issues

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

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.

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