Senior Manager, Business Readiness & Implementation

Lloyds Banking Group

. Lead a team responsible for ensuring change is successfully introduced, adopted and embedded across Customer Services .

Posted 10/27/2026full-timeEdinburgh • United KingdomSenior💰 £78,098 - £91,880 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in leading change initiatives within large operational environments, focusing on effective governance, training delivery, and stakeholder engagement. Proven ability to manage complex change portfolios, ensuring successful adoption and operational readiness.

Highest-signal resume keywords

Change Management LeadershipOperational Training Capability DevelopmentGovernance Forum ChairingStakeholder Influence at Director LevelChange Delivery and Adoption

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Change ManagementPortfolio ManagementOperational Impact AssessmentTraining Design and DeliveryRisk ManagementBusiness ReadinessImplementation StrategyGovernance ProcessesPerformance ImprovementProcess Adoption

Soft Skills

LeadershipInfluencingCollaborationCommunicationDecision-Making

Industry Keywords

Customer ServicesOperational ExcellenceChange LifecycleMultidisciplinary TeamsBusiness as UsualChange PartneringGovernanceOperational PerformanceColleague CapabilityCustomer Outcomes

About the role

Key responsibilities & impact

Lead a team responsible for ensuring change is successfully introduced, adopted and embedded across Customer Services
Report to the Operational Excellence Hub
Provide visibility, structure and support across a significant portfolio of change
Help the business make informed decisions, land change safely and build future capabilities
Lead the Change Gateway team, owning Customer Services' view of the change landscape and managing demand, impacts, risks and dependencies
Enable informed prioritisation, effective governance and successful change delivery
Lead Change Partnering, bridging Operations and change teams and ensuring operational impacts are addressed
Ensure Customer Services has a strong voice throughout the change lifecycle
Build and lead the Training Delivery capability across the majority of Customer Services
Ensure colleagues have the knowledge, skills and confidence to adopt new processes, systems and ways of working
Work closely with senior leaders, change teams, Change Partners and operational colleagues

Requirements

What you’ll need

8+ years' experience leading change within large, complex operational or customer service environments
Demonstrable experience leading managers and multidisciplinary teams across change delivery, business readiness or training
Extensive management of a complex portfolio of change, including demand, prioritisation, timing, risks and dependencies
Experience delivering multiple major changes from operational impact assessment through to implementation, adoption and transition into business as usual
Experience building, leading or significantly improving an operational training capability, with accountability for training design, delivery and effectiveness
Experience chairing senior governance forums and making recommendations on prioritisation, operational readiness, delivery risk and go-live decisions
Experience influencing Director-level internal customers, challenging delivery plans, resolving competing priorities and securing decisions
Experience delivering measurable improvements in customer outcomes, colleague capability, operational performance, controls or risk

Benefits

Comp & perks

Extensive benefits package
Flexible working options
Hybrid working
Job share
Workplace adjustments, including flexibility in office attendance, location and working patterns
Reasonable adjustments throughout the recruitment process
Disability Confident Scheme interviews for qualifying applicants with disabilities, long-term health or neurodivergent conditions
Opportunities to learn, grow and develop
Menopause health package
Working with Cancer Initiative