Process Manager

  • 32 to 40 hrs
  • Hybrid working
  • Amsterdam

Your role

Are you passionate about optimising processes, enabling digital transformation, and improving customer journeys? As a Process Manager at Lloyds Bank, you own and shape the way we work. You ensure our end to end processes are efficient, well controlled, customer centric, and fully compliant with regulatory and Lloyds Group standards.

In this role, you work within the Change department, collaborating closely with Business, Risk, Compliance, IT, and the Procedure Manager. You provide clarity, structure, and insight, enabling smart decision making, supporting automation initiatives, and ensuring our process landscape is scalable, audit ready, and future proof.

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A day in the life of a Process Manager

09:00 – Review key metrics
You start your day by checking process KPIs and MI dashboards, spotting trends and possible bottlenecks.

10:00 – Workshop with the Homes Lab
You work with colleagues from Business, Risk, and IT to redesign a customer journey, ensuring regulatory compliance and better efficiency.

11:30 – Update process documentation
You refine Level 2 and Level 3 diagrams in Visio and align them with Lloyds Bank governance requirements.

13:30 – Stakeholder meeting
You join a session with Compliance to assess the impact of a new regulation on operational processes.

15:00 – Improvement initiative
You run a quick PDCA cycle with a team lead to solve a recurring operational issue reported in MI.

16:30 – Change alignment
You prepare communication and training notes to help teams land an upcoming process change smoothly.

Your Accountabilities

Process Ownership & Continuous Improvement

  • Own and improve end‑to‑end Level 2 and 3 processes

  • Analyse workflows, remove inefficiencies, and optimise customer experience

  • Use Lean/PDCA/DMAIC to challenge how we work

  • Identify time-stealers and process gaps using MI and KPI insights

  • Drive a culture of continuous improvement across teams

Process Documentation & Governance

  • Maintain clear, accurate, standardised process documentation

  • Ensure all procedures meet Lloyds Bank governance and regulatory requirements

  • Partner with the Procedure Manager to safeguard quality and consistency

  • Keep process maps and documentation audit‑ready

Compliance, Risk & Control

  • Embed effective controls to minimise operational risk

  • Collaborate with Risk & Compliance on regulatory alignment

  • Ensure processes support safe, compliant, high‑quality operations

  • Assess impact of policy or regulatory changes on processes

Performance Insights & Reporting

  • Define and monitor KPIs and MI for process performance

  • Highlight risks, bottlenecks, and improvement opportunities

  • Present insights and recommendations to senior stakeholders

Collaboration & Change Enablement

  • Work as a dedicated member of the Homes Lab

  • Translate business requirements into process impact

  • Support training, communication, and adoption of process changes

  • Ensure change initiatives land smoothly across the organisation

Digital Enablement

  • Promote digitisation and automation opportunities

  • Ensure process designs support system implementation

  • Contribute to seamless, scalable, customer‑centric digital processes

You recognize yourself in this profile

Required Knowledge and Experience

  • Strong analytical skills and attention to detail

  • Experience with PDCA, DMAIC, Lean or continuous improvement methods

  • Ability to translate complexity into clear, structured process documentation

  • Excellent communication skills in Dutch and English

  • Experience working in a project or change environment

  • Proficiency with MS Office and Visio

  • Knowledge of financial regulations, internal controls, and governance frameworks

  • Proactive, independent, organised, and comfortable working with all levels of the organisation

Qualifications

Bachelor’s degree or equivalent experience (3+ years), ideally in financial services

Some highlights of our benefits for you!

At Lloyds Bank The Netherlands, we value balance, flexibility, and your long‑term wellbeing. Some highlights:

  • 13th month salary, either paid monthly or once a year in December

  • 30 days PTO (or 240 hours) per year (based on fulltime employment)

  • Non-contributory pension scheme

  • Flexible working; you can schedule your work hours to meet your personal needs

More about our benefits

Your recruitment process

About Lloyds Bank

Lloyds Bank GmbH is part of Lloyds Banking Group, a financial institution with a large clientele in the UK and other parts of the world. Together with our office in Berlin, we form Lloyds Bank GmbH with its headquarters in Amsterdam and we have over 500 colleagues.

We aim to lead by example in the bold decisions we make as a business, from where and how we invest, to the products and services we offer, and of course the workplace we create. We will search for new ways to work with people, communities and businesses, to always evolve with their needs. And we will never stop innovating to make sustainable, ethical choices easy and rewarding.

At Lloyds Bank GmbH we play an important part in peoples’ lives, by the products we offer, and also how we operate. We finance your mortgage, keep your savings secure and also provide you with a personal loan if you need this. In Amsterdam we do this with an enthusiastic team of approximately 200 colleagues from different nationalities, and with an engagement score of 93%, colleagues find us a real ‘Great Place to Work’!

With our grand ambitions, we are looking for new colleagues who will bring fresh ideas to help us grow!

Are you ready to join our journey?

Have we made you curious, and are you ready to join the team? Please introduce yourself to us in the best way possible and send this to: stanley.waccary@lloydsbank.nl, or use the application form on our website. A screening is part of the process. 

We hope to meet you soon!

Acquisition to this vacancy is not appreciated.

Apply now