JOB TITLE: Rectification Redress Manager.
SALARY: £61,300pa £74,900pa plus an extensive benefits package.
LOCATION: 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.
What you’ll be doing
Working in the Rectifications team within Insurance, Pensions and Investments Division of Lloyds Banking Group, as a Redress Manager, you’ll lead the Redress Operations team with a strategic, forward‑looking approach. You’ll lead a team to ensure redress (getting money back in the pockets of our customers) activity is delivered efficiently, accurately and in line with regulatory expectations, while improving the experience for both customers and colleagues. You’ll help shape the future of Redress by embracing digital change, driving simplification and aligning our work to the wider Group strategy.
Our Rectifications team are here to support both the customer and the business when things go wrong. They do this, but correcting the error and financially redressing customers to put them back to the position they should have been in if the error had not occurred, and support the business in looking at the control environment and helping them prevent future harm to our customers
Why join us?
We’re on an exciting journey to transform our Group and the way we’re shaping finance for good. We’re focusing on the future, investing in our technologies, workplaces, and colleagues to make our Group a great place for everyone.
Key responsibilities
- Lead the operation: Set the direction so Redress activity supports Group priorities and regulatory expectations. Translate strategy into clear, practical delivery that achieves fair outcomes.
- Drive continuous improvement: Simplify processes, identify efficiencies and lead automation opportunities. Build resilience across the journey and remove barriers that slow colleagues down.
- Champion digital and data‑led change: Encourage adoption of digital tools and technology. Use insight and MI to spot risks, identify trends and influence decision making.
- Strengthen customer & colleague experience: Spot issues early and work with partners to improve end‑to‑end journeys. Create an environment where colleagues feel supported and equipped to succeed.
- Build future capability: Plan for skills and capacity needs as expectations and regulation evolve.
- Lead, develop and support your team: Build a culture of learning, empowerment, accountability and wellbeing. Provide clear coaching and forward‑looking feedback to support performance.
What we’re looking for?
- A proven track record of improving processes and delivering great outcomes for customers and the business. Ideally with a background in Continuous Improvement and/or Lean.
- At least 5 year of Operational leadership experience across complex teams and organisations with a strong people focus.
- Ideally a working knowledge of Agile practices and how to apply within teams (including knowledge of Jira and Confluence).
- Proven ability of using data to influence decisions and spot opportunities.
- A minimum of 5 years experience of working in a rectification/remediation environment would be preferable.
We know that great talent comes from many backgrounds. Whilst this job advert may reference specific years of experience, we recognise that skills are developed in many ways, so if you have relevant, transferable experience, we encourage you to apply.
This is a place for you
Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities, and we’re committed to creating an environment in which everyone can thrive, learn and develop.
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.
Ready to make an impact? Apply today.
