Senior Operations Manager, Merchant Services Operations
Full-time
Mid
Description
As Senior Manager, Operations, you'll lead a high performing team and play a pivotal role in shaping our servicing strategy. Working closely with colleagues across Merchant Services, Lloyds Banking Group and Fiserv, you'll embed digital first solutions, scale automation and deliver operational excellence. If you're passionate about leadership, transformation and making a real impact, this is the role for you. What you'll be doing:
• Lead and develop a high-performing team, fostering a culture of accountability, continuous improvement and customer focus
• Translate strategy into operational plans that improve efficiency, customer experience and risk management
• Manage end-to-end operational performance, using data and KPIs to drive measurable improvements
• Champion digital transformation and automation to streamline workflows and enhance customer journeys
• Ensure robust regulatory and risk compliance, embedding resilience and strong controls
• Collaborate with third parties, joint ventures and strategic partners to deliver integrated solutions across product, technology and compliance
Strong experience in merchant services, payment processing or the broader fintech environment
• Deep understanding of operational excellence, risk management and customer experience
• Proven leadership and management skills with the ability to inspire and guide diverse teams
• A track record of delivering initiatives that transform customer experience and digitise journeys
• Proven ability to work effectively with third parties, joint ventures and strategic partners
• Strong analytical and critical thinking skills, with excellent communication and presentation abilities
Through Lloyds Bank Cardnet, our joint venture with Fiserv, we're transforming how businesses accept payments. We're building a modern, customer-first merchant services business that's agile, digitally enabled and committed to delivering fair outcomes for our clients. This is your chance to be part of a team that's driving innovation and creating exceptional experiences for merchants of all sizes., 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.
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. We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. And, as a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long-term health or neurodivergent condition through the Disability Confident Scheme. We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need. 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
• Lead and develop a high-performing team, fostering a culture of accountability, continuous improvement and customer focus
• Translate strategy into operational plans that improve efficiency, customer experience and risk management
• Manage end-to-end operational performance, using data and KPIs to drive measurable improvements
• Champion digital transformation and automation to streamline workflows and enhance customer journeys
• Ensure robust regulatory and risk compliance, embedding resilience and strong controls
• Collaborate with third parties, joint ventures and strategic partners to deliver integrated solutions across product, technology and compliance
Strong experience in merchant services, payment processing or the broader fintech environment
• Deep understanding of operational excellence, risk management and customer experience
• Proven leadership and management skills with the ability to inspire and guide diverse teams
• A track record of delivering initiatives that transform customer experience and digitise journeys
• Proven ability to work effectively with third parties, joint ventures and strategic partners
• Strong analytical and critical thinking skills, with excellent communication and presentation abilities
Through Lloyds Bank Cardnet, our joint venture with Fiserv, we're transforming how businesses accept payments. We're building a modern, customer-first merchant services business that's agile, digitally enabled and committed to delivering fair outcomes for our clients. This is your chance to be part of a team that's driving innovation and creating exceptional experiences for merchants of all sizes., 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.
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. We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. And, as a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long-term health or neurodivergent condition through the Disability Confident Scheme. We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need. 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