Head of OKYC Operations

End Date

Tuesday 11 March 2025

Salary Range

£0 - £0

Flexible Working Options

Hybrid Working, Job Share

Job Description Summary

JOB TITLE: Head of OKYC Operations

SALARY: From £114,000+ (dependent on experience)

LOCATIONS: Edinburgh / Birmingham

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.

About This Opportunity

This is a fantastic opportunity to lead and transform our Business and Commercial Banking (BCB) and Corporate and Institutional Banking’s (CIB) Ongoing Know Your Customer (OKYC) Operation, in a period of innovative change. This rare and exciting opportunity couldn’t have come at a better time, with large investment secured for the transformation of our OKYC model.

Our Digitise, Diversify and Transform plans include significant investment in digitising our customer and colleague journeys, making it easier and simpler for customers to do business with us. We have made huge progress within the OKYC space to deliver a pioneering and data-driven OKYC model, and we need your support to innovatively lead our high-performing teams to drive forward further improvements. Your knowledge and expertise will play a fundamental role in crafting and delivering an industry-leading OKYC model.

This role involves leading ambitious teams within a critical client-facing operation, in a business subject to Anti-Money Laundering regulations and internal policy requirements.

Key Responsibilities

• Crafting and implementing a top-tier OKYC model, tapping into your commercial and operational expertise to spot improvement opportunities and deliver quickly.

• Maintaining and improving the efficiency and effectiveness of your teams' performance.

• Providing wider contribution to the Client Services teams, including deputising for the Managing Director and helping to deliver against wider BCB COO and Client Services’ performance goals.

• Supporting and encouraging colleagues by building their confidence and commercial capability to drive performance, and proactively handling setbacks.

A strong grasp of risk and controls is imperative, as Client Services continues to evolve its controls to become more automated and preventative, making decisions in line with risk appetite that evidence our customer-centric culture.

Being a part of the Senior Leadership team within Client Services involves contributing to the delivery of the wider operation and the BCB COO. You'll support and contribute to:

Ongoing Know Your Customer: Conducting OKYC activity for BCB and CIB customers to ensure regulatory compliance.

Onboarding & Offboarding: Onboarding and KYC of BCB clients, and coordinating the offboarding of non-compliant customers.

Complaints Centre of Excellence & Dispute Resolution: Ownership of customer complaints for BCB and CIB customers, providing fair and timely outcomes. Responsibility for investigating complaints referred to the BBRS and FoS.

Scheduling, Quality Management & Quality Assurance: Coordinating Quality Checking & Assurance performance and overseeing the T&C model approach for Client Services OKYC & KYC. Providing critical oversight and championing a strong compliance culture.

There will be substantial opportunities for personal development and executive exposure given the high-profile nature of the role. This, combined with the strategic priorities in the department, make this a great opportunity for a strong leader looking to further their career.

What You'll Need

• A strong background in leading teams running KYC processes and hold an in-depth knowledge of Economic Crime Prevention policies and KYC standards.

• An inspirational and empowering leader, experienced in leading large client-facing operations and motivating teams to Help Britain Prosper.

• Process – Responsible for developing and maintaining a robust operating framework ensuring service excellence to both BCB and CIB business units.

• Regulatory - Responsible for global compliance and reporting to the relevant regulatory bodies, including accountability for one PRA classified Important Business Services (IBS).

• Data Ownership – Data owner for relevant systems ensuring Data Integrity and associated User Access Management for their areas.

• Conduct & Operational Risk Management – Responsible for strategic planning of the operation’s function to ensure effective risk management and associated cost operational leadership.

• Client Experience – Responsible for maintaining Operational service levels to delight customers and colleagues.

• Transformation & change – Influencing and supporting several BCB Platforms to ensure change investment delivers strategic outcomes and maximises benefits realisation.

• Colleague – Act as a Group Role Model demonstrating the Group values and behaviours in day-to-day interactions in line with LBG culture. Ensures the delegation of authorities are formalised and that appropriate training, external accreditation, and drive high performance to ensure colleague competency.

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.

If you’re excited by the thought of becoming part of our team, get in touch. We’d love to hear from you.

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.