Business Flow Leader Specialist

Nationwide Group; Glasgow; Hybrid; GBP 42,000 - 62,000; Full time

Benefits offered by this job

Private medical insurance

Pension — competitive

Annual performance-related bonus

Training and development

Salary sacrifice scheme

Life assurance

Wellhub – health and wellness

Volunteer days

Job summary

Nationwide, a hybrid-working employer, is seeking a Flow Leader Specialist to manage high-risk and complex customer queries across our Business Banking Operations. You will monitor workflows, maintain performance standards, and support colleagues to deliver accurate, high-quality outcomes.

You’ll collaborate with Relationship Managers and operational teams, ensuring adherence to policies and controls while identifying opportunities to simplify processes and reduce costs.

Qualifications

• Experience of delivering work to meet customer focused KPIs within an operations environment.
• Practical knowledge of the regulatory environment applicable to financial services regulatory SLAs.
• Strong analytical and problem-solving skills.
• Ability to build relationships with colleagues, including Relationship Managers, to deliver for our customers.

Responsibilities

• Deliver exceptional customer experience and own high-risk and complex queries in line with risk controls and policies.
• Track, maintain and improve day-to-day workflows to ensure team operates efficiently and effectively.
• Meet and exceed quality, performance and productivity targets while upholding controls and regulatory requirements.

Skills

KPI delivery

Regulatory knowledge

Analytical skills

Relationship building

Job description

As a Business Flow Leader Specialist, you’ll help keep work moving efficiently across Business Banking Operations, ensuring customers receive timely, accurate and high-quality outcomes. You’ll monitor workflow and performance, manage complex or high-risk queries, and support colleagues to deliver consistently against service, quality and productivity standards.

With a strong focus on customer service, risk and control, you’ll ensure policies, regulatory requirements and key controls are followed. You’ll work closely with Relationship Managers and operational teams to resolve issues, remove barriers and identify practical improvements that simplify processes, reduce cost and strengthen the customer and colleague experience.

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 you'll spend at least two days per week, or if part time you'll spend 40% of your working time, based at either our Glasgow or Northampton office. If you’re based at our Glasgow office, this will apply from 1 April 2027 and ahead of that there will be a need to regularly connect with colleagues for collaboration events. If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to hybrid working here.

Whilst these locations are where we are primarily looking to fill the role, if you’re an internal applicant based in a different location we would welcome your application and if successful, your hiring manager will provide further details on how this could work for this specific role. You can also find out more about our approach to hybrid working here.

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.

You’ll be employed by Nationwide from day one, delivering real impact and benefitting from a highly competitive range of benefits. We’re a workplace where you’re 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 you’re 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.

Uncompromisingly Customer, whatever our role

The extras you’ll get

• 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, we’re owned by our members - those customers who bank, save or have a mortgage with us. We challenge the financial sector status quo. We don’t 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 you’re inspired by fairer finances, passionate about making a meaningful impact, and truly care about our customers, you’re 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.

Disability Confident

We’renot just guided bydata,we’redriven by the real experiences of our people.We’rea Disability Confident Level 3 Leader, the highest level.

That’swhywe’reconstantly evolving our policies and practices to make sure everyone feels genuinely supported, valued, and empowered to champion inclusion. Whatever your needs,we’rehere to support you.If you need anyadditionalsupport throughout your application journey, email our team at Recruitment Support ..

Apply safely with Nationwide

Recruitment scams can look convincing, so take a moment to check the role is listed on our official careers site and read our guidance on Don’t be conned by a job scam.

The hiring manager for this role is Hanan Awwad, and the main recruitment contact is Jess Brown.

Banking - but fairer, more rewarding, and for the good of society

What you’ll be doing

As a Flow Leader Specialist you’ll deliver exceptional customer experience and take ownership of high-risk and complex queries, ensuring all work is completed in line with risk controls, internal processes, external regulations, and quality standards. You’ll be responsible for tracking, maintaining, and improving day-to-day workflows, helping to ensure your team operates efficiently and effectively.

You’ll consistently meet and exceed quality, performance, and productivity targets while maintaining key controls and adhering to all policy and regulatory requirements. It’ll be key that you resolve customer queries to a satisfactory conclusion and where necessary elevate issues to your Front-Line Manager (FLM). By proactively identifying opportunities to improve processes you’ll enhance service delivery, reduce costs, and support a culture of continuous improvement.

About you

• Experience of delivering work to meet customer focused key performance indicators within an operations environment
• The ability to adhere to 'one best way' processes and quality control using Operational Excellence tools and techniques
• Experience of continuous improvement initiatives with excellent analysis and problem-solving skills
• Practical knowledge of the regulatory environment as applicable to Financial Services regulatory SLA's etc
• The ability to build relationships with colleagues, including Relationship Managers, to deliver for our customers

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 – we’re 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 don’t 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.

Banking - but fairer, more rewarding, and for the good of society

Job Info

• Job Identification 6049
• Apply Before 11/06/2026, 11:55 PM
• Locations 177 Bothwell Street, Glasgow, G2 7ER, GB Kings Park Road, Northampton, Northamptonshire, NN3 6NW, GB