Group People Services - Hearing Manager

We have an exciting opportunity for a motivated and experienced Senior Hearing Manager to join our Colleague Success function. You will be responsible for providing independent advice, guidance and support to ensure the timely management and resolution of People cases across Lloyds Banking Group. You will ensure fair and consistent treatment to colleagues, line managers and people partners, which uphold our policies and values.,

• HR technology - Experience in working with digital tools such as Workday and ServiceNow to drive operational efficiency, and an active interest in HR automation tools which will offer a market-leading employee experience. You'll proactively identify opportunities to optimise processes, data, technology, and ways of working, to support the broader transformation of Group People Services
• Data analysis and reporting - Using data and insights, you will identify possible case trends and define/ execute mitigations as required.
• Building a high-performance culture - You will support the team in creating a high-performance culture, with a desire to learn and evolve. You will take responsibility for informally coaching and mentoring others throughout the organisation and investing in own personal development.
• Risk management - Using sound judgement you will make outcome decisions based on the information provided, mitigating risks, operational impact and reputational damage.
• Adaptability - Proven ability to adapt to changing workload volumes and demands at pace, dealing with high numbers of cases while providing an excellent employee experience and an effective and timely service to Lloyds Banking Group.
And any experience of these would be really useful
• Emotional Intelligence (KEY, 25%) - Creates a dialogue of open and honest communication with colleagues and customers, recognises uniqueness and uses this to identify opportunities to improve and establish relationships. Stays calm in stressful situations, communicating strategically in times of conflict.
• Impactful Communication (KEY 25%) - Creates and delivers powerful messages using verbal/ non verbal and interpersonal skills that inform and engage wide and/ or varied audiences, securing acknowledgement and commitment to ideas. Demonstrates influencing and negotiating techniques.
• Critical Thinking (20%) - Interprets information in an objective manner (even when it is limited) using SME knowledge, experience and deductive reasoning. Generate and contributes ideas to support in the formulation of judgements and solutions.
• Planning and alignment (10%) - Ability to plan and prioritise work to meet commitments aligned with organisational objectives, identifying the support and resources needed to carry out plans, and delivering efficiently and to a high standard.
• Creative and Innovative Thinking (20%) - Promotes creative and innovative thinking. Develops ideas throughout creative techniques which are truly original while aligned with the Group's objectives. Uses external insights and problems as opportunities to generate creative ideas and experiments with new or original ideas to test their effectiveness and ability to increase business growth.
  
  In Colleague Success, we strive to create amazing colleague experiences, using technology, data and automation to continually improve day to day life for all who work here. We provide people with outstanding support when they need it, and enable colleagues to easily complete tasks relating to themselves and their teams on their preferred device, at a time that suits them.
The team currently brings together a very broad range of skills and specialisms covering Recruitment Operations, Vetting, Learning Operations, Policy Query Management, Employee Relations & Case Management and Payroll Operations. We also lead the delivery, change and run of the technology supporting our People function driven within the People Platform. It's a dynamic environment to be a part of, with a critical part to play in supporting our Group-wide People transformation. As we move into 2025, we are looking to reimagine how we provide Group People Services, by leveraging technology to improve the colleague experience. An area of focus will be Case Management as we look to enhance the services we provide, and reduce the time to resolution, during moments that matter., 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.

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're committed to creating a consciously inclusive workplace where our colleagues can be themselves, thrive and perform at their best. 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. As an inclusive employer, we offer Workplace Adjustments for colleagues with a disability (which may include long-term health and neurodivergent conditions) where it is reasonable to do so. This could include flexibility with regards to office attendance, location, and working pattern. We are proud to be a Disability Confident Leader. If you have a disability, you can also apply via our Disability Confident Scheme (DCS). Through the DCS, we guarantee to interview a fair and proportionate number of applicants with a disability, whose application meets the minimum criteria for the advertised job role. We also provide adjustments that are reasonable throughout the recruitment process to reduce or remove barriers for applicants with a disability, long-term health condition or neurodivergent condition. If you'd like an adjustment to the recruitment process 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