Job Title: Operations Manager – LP&I, Executive & FOS Complaints
Location: Edinburgh
Hours: Full‑time
Working Pattern: Hybrid – a minimum of two days per week (or 40%) at one of our office sites
This advertisement may close earlier than the stated deadline if we receive a high volume of applications. To ensure your application is considered, we encourage you to apply as soon as possible.
About this Opportunity
Our IP&I Complaints Team supports Lloyds Banking Group’s purpose of Helping Britain Prosper by solving problems for customers today and making experiences better for tomorrow.
We handle complex and often sensitive complaints across Life, Pensions, Investments and General Insurance, including Executive and Financial Ombudsman Service (FOS) cases. Every complaint is managed with empathy, sound judgement and care to ensure fair outcomes for both our customers and the Group.
As Operations Manager – LP&I, Executive & FOS Complaints, you’ll lead a complex, multi‑product complaints operation, providing senior operational leadership across high‑profile and challenging complaint activity. You’ll work closely with stakeholders at all levels - from providing clear updates on complaint progress to leading discussions that shape the best outcomes for complex cases.
You’ll also deputise for the Senior Operations Manager, ensuring continuity of leadership, decision‑making and performance oversight when required.
Continuous improvement sits at the heart of this role. You’ll regularly review how we handle complaints, using insight and feedback to drive improvements in process, capability and customer experience. You’ll play a key role in supporting transformation activity, embedding new ways of working and helping teams adapt and thrive through change.
Specific Responsibilities
Providing senior operational oversight of Executive and FOS complaints, ensuring high‑quality, compliant and timely outcomes for customers.
Leading and motivating teams to deliver positive customer outcomes, creating a high‑performing, inclusive and engaged environment.
Collaborating with stakeholders at all levels to resolve complex complaints and support effective decision‑making.
Coaching and developing colleagues, strengthening judgement, communication and complaint‑handling capability.
Identifying root causes and emerging themes, sharing insight to improve future customer experiences.
Creating and implementing tailored customer treatment plans, particularly for vulnerable customers.
Partnering with platform and change teams to support the delivery of transformation and continuous improvement initiatives.
Actively contributing to a positive culture and driving colleague engagement.
Deputising for the Senior Operations Manager to ensure strong leadership continuity when required.
What You’ll Need
Leadership: Proven experience leading and motivating teams in a complex operational environment, with the confidence to deputise at senior level.
Complaint handling experience: Strong experience in complaint management, with exposure to Executive and/or FOS complaints highly desirable.
Judgement & decision‑making: The ability to make sound, balanced decisions in complex and sensitive situations.
Communication skills: Excellent verbal and written communication skills, with the ability to engage confidently with senior stakeholders.
Coaching & development: Experience supporting colleague development through coaching and feedback.
Problem‑solving: Analytical and creative thinking to resolve complaints fairly and sustainably.
Empathy & emotional intelligence: A strong customer‑first mindset, particularly when supporting vulnerable customers.
Adaptability: Flexibility to manage competing priorities and respond effectively to change.
Experience in Insurance, Pensions & Investments is beneficial but not essential — we value transferable skills and learning agility.
About working for us
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 start growing with purpose?
Apply today!
