Business Support Manager im Kundenservice (m/w/d)

Lloyds Bank GmbH and its brands Bank of Scotland and Lloyds Bank have won over 1 million satisfied customers in recent years. And this thanks to convincing products and, above all, our committed colleagues who want to achieve the best for our customers every day with new ideas, challenges and joy. In order to continue writing our success story, we are looking for the right reinforcement for our teams, because all our ambitious goals would be unattainable without teamwork. We also welcome career changers.

For our office in Berlin Mitte we are looking for a

Business Support Manager im Kundenservice (m/w/d)

• Maintains accurate department risks in the Risk Open Pages (ROP) framework and Business Impact Analyses (BIAs) in OpenTrust. Ensures proper registration, monitoring and review of controls, events and action plans, as well as maintains and reviews BIAs on applications, processes and EUDAs.
• Quality assurance: Maintains a profound knowledge of the day-to-day business by regularly conducting BAU processes. Participates in testing activities to launch new initiatives, products, features, releases and incidents. Supports the department in its quality assurance initiatives.
• Stays updated on best practices, regulatory updates, and organisational policies and contributes to Policy Gap analysis. Continuously seeks opportunities to improve risk management processes in close cooperation with the Operational Process Managers. Controls and establishes new processes.
• Provides insights and recommendations to help the team learning from successes, failures and feedback by providing suggestions for improvement.
• Fosters a strong risk culture by acting as a risk ambassador. Ensures effective communication and collaboration between first line teams and second line specialists
• Supports the department during internal and external audits.
• Supports the Head of Customer Service in all Data Ownership activities and in the ECB Readiness initiative.
• Identifies and assesses risks: Conducts risk and control assessments, develops action plans to address identified risks. Ensures continuous monitoring and updating of risk profiles.

• Educated to degree level, ideally in a business-related discipline or comparable education and experience
• Several years experience in a Customer Service or Compliance area in a highly volatile working environment
• In-depth knowledge of Customer Service and Risk processes and mechanisms
• Passionate to deliver excellent internal customer service
• strong analytical, planning and problem solving skills
• ability to swap between helicopter and micro-management
• Excellent communication and negotiation skills, strong business acumen and senior stakeholder management
• Fluent in English and German

• An international team with colleagues from more than 50 different countries
• Social benefits such as a company pension scheme and capital formation contributions
• 30 days holiday as well as 24 and 31 December as non-working days
• Employee Assistance Programme – personal 24/7 helpline for all employees
• Various possibilities for flexible working , i.a. various part-time models, flexitime
• Extensive, very flexible home office arrangements
• Possibility to work from other EU countries for up to 30 days per year
• Additional benefits such as sports activities, free fruit, nuts and drinks
• Employer contributions to BVG job ticket and a Lease a bike programme
• An informal corporate culture - without dress code and ‘Sie'.
• An excellent learning culture and opportunity to improve your professional competencies
• Easily accessible city centre offices , in the vicinity of many shops and restaurants to which you receive a discount