Senior Manager Operational Performance & Process

We are seeking a Senior Manager Operational Performance & Process to drive operational excellence and sustained high performance across Business Banking as part of our Operational Excellence team.

You will create the conditions for consistently strong operational delivery embedding clear performance expectations disciplined execution and continuous improvement across Business Banking Operations.

You will lead Operational Excellence Coaching embedding Simply Brilliant The Standard and the rhythms and routines that sustain high performance across all operational areas. You will own Process & Knowledge ensuring colleagues have clear accurate and accessible guidance to deliver confident consistent customer service. Working with shared services and specialist partners including Workforce Planning & Performance and Conversational Banking you will align support to Business Banking priorities and drive delivery against performance expectations.

You will be accountable for Operational Performance & Process across both VM and NBS sustaining strong delivery through the NBS product launch supporting continued performance and growth on VM and maintaining operational effectiveness throughout migration to NBS products.

Partnering closely with senior leaders across Business Direct & Customer Support (BD & CS) you will translate operational needs into clear priorities and coordinated action holding shared services and strategic partners to account for delivery.

At Nationwide we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach bringing colleagues together across our UK wide estate whilst also supporting generous access to home working. We value our time in the office to solve problems to learn and to feel connected.

For this job youll be located at our nearest regional office or hub. There will be a need to regularly connect with colleagues for collaboration and in some locations youll be expected to spend at least two days a week or if part time youll spend 40% of your working time in the office. If your application is successful your hiring manager will provide further details on how this works.

Virgin Money is now part of Nationwide

Nationwide acquired Virgin Money in October 2024. Virgin Money continues to serve customers on the high street and there will be a phased and considered integration over the coming years.

Youll be employed by Nationwide from day one delivering real impact and benefitting from a highly competitive range of benefits. Were a workplace where youre rewarded recognised and celebrated.

Nationwide is committed to the redeployment of our employees impacted by change as such applications for redeployment candidates will be prioritised in this recruitment process.

If youre a colleague on long-term absence (for example on parental leave) or a temporary worker please use your personal email address to submit an application.

What youll be doing

You will shape and lead the Operational Excellence strategy for Business Direct & Customer Support (BD & CS) translating business priorities and colleague and customer insight into practical improvements that enable sustained high performance. Working with stakeholders across Business Banking Retail and Branch you will align the approach to Simply Brilliant The Standard across Business Banking operational teams and business branch colleagues. You will direct Operational Excellence Coaching towards the areas of greatest need embedding consistent ways of working effective performance conversations and the everyday routines that help colleagues deliver confident high-quality customer service. A key part of your role will be turning insight into clear improvement priorities and ensuring these translate into action across the operation.

You will own the end-to-end Process & Knowledge strategy ensuring colleagues can readily find understand and apply the guidance they need to serve customers effectively. Working across the operation BD & CS and the wider Business Bank you will coordinate the review and maintenance of knowledge content keeping articles accurate current and relevant as products processes and customer needs evolve. You will track how articles are used and how effectively they support colleagues using insight to identify gaps simplify guidance and prioritise improvements. You will also drive the effective use of AI tools to optimise how knowledge is maintained stored and accessed partnering with Retail knowledge and process leaders to ensure strategic alignment and a consistent approach.

You will build strong working relationships with shared services and strategic partners ensuring their delivery supports BD & CS priorities and meets agreed service commitments. Acting as a key link between operational teams and partners you will translate business needs into clear expectations communicate changing priorities and maintain a shared understanding of delivery requirements. You will review service performance constructively challenge gaps and agree the actions needed to address issues following through to ensure commitments are met. Through clear timely two-way communication you will keep operational leaders and partners aligned on priorities progress and the support required to sustain effective delivery.

You will maintain a clear view of performance across channels using operational data alongside colleague and customer feedback to identify trends understand barriers to effective service and target improvement activity. Working with key stakeholders you will simplify colleague and customer journeys improve supporting processes and knowledge and focus coaching on embedding The Standard where it will make the greatest difference. You will turn performance insight into coordinated action track progress and assess whether changes are delivering the intended improvements. Your focus will be on making high performance repeatable: connecting insight process knowledge and coaching to strengthen consistency improve operational effectiveness and deliver better customer outcomes.

About you

To be considered youll need to demonstrate the following essential experience and skills:

• Demonstrable senior-level experience of leading operational excellence and performance improvement in a complex customer service environment translating strategy into clear priorities and measurable sustained improvements.

• Proven experience of leading coaching activity and embedding consistent service standards effective performance conversations and operational routines that strengthen colleague capability and customer outcomes.

• Experience of owning and improving operational processes and knowledge management keeping guidance accurate accessible and effective with an understanding of how AI tools can support knowledge maintenance and access.

• Strong analytical and problem-solving skills using operational data and colleague and customer feedback to identify performance gaps simplify journeys prioritise action and assess the impact of improvements.

• Strong stakeholder management influencing and communication skills with experience of aligning senior leaders shared services and strategic partners around business priorities setting clear service expectations and holding partners to account for delivery.

• Experience of maintaining operational performance through change coordinating competing priorities and embedding new products processes or ways of working while sustaining service consistency and customer outcomes.

Our customer first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display in every role:

• Feel what customers feel - We step into our customers shoes using their feedback and insights to empathise with them and to understand their needs so that every decision we make starts and finishes with our customers in mind

• Say it straight - We are brave in speaking out and saying what we think were honest and direct with good intent openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand

• Push for better - We dont settle for mediocrity we challenge the status quo taking responsibility for continuous improvement and personal development

• Get it done - We prioritise what will have the greatest impact we are decisive and we take accountability for delivering brilliant customer outcomes

You can strengthen your application by showing how our customer first behaviours resonate with you and where you may have already demonstrated these.

The extras youll get

There are all sorts of employee benefits available at Nationwide including:

• 30 days holiday pro rata

• Private medical insurance

• A highly competitive pension to help you build a strong foundation for retirement

• Access to an annual performance-related bonus

• Training and development to help you progress your career

• A great selection of additional benefits through our salary sacrifice scheme

• Life assurance to provide peace of mind for you and your loved ones in the event of your death

• Wellhub access to a range of free and paid options for health and wellness

• Up to 2 days of paid volunteering a year

Banking but fairer more rewarding and for the good of society

We forge our own path at Nationwide.

As a mutual were owned by our members - those customers who bank save or have a mortgage with us. We challenge the financial sector status quo. We dont see customers as the engine of our own profit. We share our profits with them and put their needs first. Always there when they need us. Supporting them and their lives.

If youre inspired by fairer finances passionate about making a meaningful impact and truly care about our customers youre one of us.

At Nationwide you are challenged to grow and rewarded for doing so. Valued. Recognised. Inspired to be your best. As a community we want our working lives to count. As a team we celebrate what we achieve. As a standard-setter we work for the good of customers communities and broader society.

We are purpose-driven. Uncompromisingly customer. Unstoppably Nationwide.

What to do next

If this role is for you please click the Apply Now button. Youll need to attach your up-to-date CV and answer a few quick questions for us.

We respond to everyone so we will be in contact shortly after the closing date to let you know the outcome of your application.

Keeping your data and personal information confidential is important to us. To find out more about how we use and process your data please read our.

If you want to find out more about using AI in our recruitment process please read morehere.

Disability Confident

Werenot just guided bydataweredriven by the real experiences of our Disability Confident Level 3 Leader the highest level.

Thatswhywereconstantly evolving our policies and practices to make sure everyone feels genuinely supported valued and empowered to champion inclusion. Whatever your needswerehere to support you need anyadditionalsupport throughout your application journey email our team atRecruitment Support.

Apply safely with Nationwide

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The hiring manager for this role is Alan Little and the main recruitment contact is Kirsty Packer.

Please note that should you be successful in securing this role the job title on our internal systems will be Senior Change Portfolio Lead.