Mark Weir
Head of Operations and Telephony, Moments of Truth (Bereavement, Poa, Domestic & Financial Abuse) @Lloyds Banking Group
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WORK HISTORY
Head of Operations and Telephony, Moments of Truth (Bereavement, Poa, Domestic & Financial Abuse) @Lloyds Banking Group
GB
The Moment of Truth team is made up of c.800fte customer centric colleagues who support our customers with their everyday banking needs and specialise in supporting customers during key moments ranging from POA, Bereavements, Domestic and Financial Abuse, illnesses and may others. This operation and telephony function supports almost all business areas across LBG. We have several UK sites and a great team of international colleagues. Open 7 days a week, my team is there for our customers when they need us most by telephone and conversational banking.At LBG we are transforming our customer journeys and I\'m really excited to be leading on the digital transformation of the bereavement and representative access journeys for the group
EDUCATION
Henley Business School
BA - Applied Management, Business Administration and Management
LIBF
Cert Retail Banking, Conduct and Business, Banking and Financial Services
SKILLS
ABOUT MARK WEIR
Currently leading the Moments of Truth team as Head of Operations and Telephony at Lloyds Banking Group, I oversee a dedicated team of approximately 1k colleagues across multiple UK and international sites. Together, we provide crucial customer support during sensitive moments such as bereavement, financial and domestic abuse, and illness, ensuring reliable and empathetic service seven days a week. Bringing over 20 years of experience with Lloyds Banking Group, my expertise spans strategy, quality assurance, change, operations and scale leadership across multiple functions. I am motivated by ensuring the highest standards of care and operational excellence, and my goal remains to empower our teams to support customers effectively during their most critical life moments and transform how we interact with our customers as a bank
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