Key Responsibilities 

1. Strategic Leadership & People Management 

• Provide strategic leadership across AP, AR and Colleague Expenses, ensuring each function is aligned to Lloyds Banking Group priorities. 

• Lead, coach, and develop offshore teams to build a high performing, engaged and capability rich workforce. 

• Set clear objectives, drive a strong performance culture, and ensure roles and responsibilities are well understood. 

• Act as escalation point for complex operational, stakeholder, or judgement based issues. 

2. Ownership of Controls, Governance & Compliance 

• Serve as the local owner for financial controls across AP, AR and Expenses, ensuring compliance with policy, risk, SOX and audit requirements. 

• Oversee governance routines, operational risk management, and audit responses, ensuring issues are proactively identified and resolved. 

• Ensure month-end, quarter-end and year-end activities are accurate, timely and well governed. 

3. Operational Excellence & SLA/KPI Accountability 

• Own delivery of all SLA, KPI and service outcomes, ensuring teams consistently meet and exceed contractual and internal performance targets. 

• Drive operational discipline across invoice processing, payments, collections, query management, expense claims and reconciliations. 

• Oversee the quality, accuracy, and timeliness of reporting packs (SLA reports, dashboards, control attestation, aged positions, escalations). 

4. Stakeholder & Relationship Management 

• Build strong partnerships with Procurement, Finance Business Partners, Business Units, Technology, and third-party suppliers. 

• Lead regular performance reviews with onshore service recipients. 

• Communicate performance trends, risks, improvement actions, and transformation progress to senior leadership. 

5. Transformation, Technology & Process Improvement 

• Drive endtoend transformation across AP, AR and Expenses, embedding automation (OCR, RPA), workflow optimisation, and digital selfservice. 

• Champion standardisation, simplification and “straightthrough processing” across processes and systems. 

• Identify futurestate operating model opportunities, including improved delegation frameworks, harmonised policies, and enhanced technology platforms. 

• Embed continuous improvement mindsets, driving measurable benefits in cycle time, accuracy, cost, and customer experience. 

6. Broader Performance & Value Creation 

• Drive improvements to holistic performance measures such as costtoserve, productivity, vendor performance, colleague experience, and operational resilience. 

• Provide strategic input into Lloyds Technology Centre priorities (e.g., resilience, control uplift, modernisation, offshore expansion, benefits delivery). 

• Ensure operational activities provide insights that support financial planning, forecasting, and business decisionmaking. 

Skills & Experience 

Technical Expertise 

• Extensive experience (10–18 years) across AP, AR, Expenses or wider Financial Operations leadership. 

• Strong understanding of financial controls, governance, risk management and audit practices. 

• Deep knowledge of endtoend P2P/O2C processes, including system flows and dependencies. 

• Experience implementing technology-led transformation (OCR, RPA, ERP optimisation, workflow). 

• Advanced reporting, analytical and insight capabilities. 

Leadership & Behavioural Skills 

• Proven senior leadership ability in a Global Capability Centre or outsourced operations function. 

• Strong stakeholder management and influencing skills up to Director level. 

• Ability to drive culture change and lead teams through transformation. 

• Excellent judgement, decisionmaking and problemsolving skills. 

• Resilient, adaptable, and comfortable operating in ambiguity and rapidchange environments. 

Regardless of anything to the contrary in the Role Description, while LTC Role holders can be tasked to lead aspects of the technical and practical delivery and performance of UK AP/AR/Expenses services, accountability, responsibility, and discretion must rest with a UK-located service recipient. So, any reference to leadership, line management, oversight or accountability in the role description can only refer to LTC based colleagues, or the improvement/provision of services to the UK service recipient.