Business Operations Onboarding Analyst

Description This; Glasgow, Maney, Belfast City District; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Private medical insurance

Pension

Bonus

Training & development

Salary sacrifice

Life assurance

Wellbeing benefits

Volunteer days

Job summary

Nationwide, a major UK mutual, is hiring an Account Opening Team analyst in Business Operations. The role focuses on analysing performance across onboarding and related processes to improve customer experience and drive conversion.

You'll work with the Operations Manager and Flow Managers to implement initiatives that deliver measurable benefits. The successful candidate will bring strong data analytical skills, knowledge of onboarding regulatory requirements and proficiency with MS Office,

Qualifications

• Detailed knowledge of Business Onboarding processes and procedures.
• Experience with onboarding systems (Dynamics) used in operations.
• Strong data analysis skills to identify trends and drive improvements.
• Understanding of financial services regulatory requirements.
• Excellent communication and collaboration abilities.

Responsibilities

• Analyze performance across KPIs to identify root causes and improvements.
• Support onboarding initiatives and change delivery for efficiency.
• Collaborate with Operations Manager and Flow Managers to implement actions.
• Develop simple, customer-focused processes with proper controls.

Skills

Business Onboarding

Data analysis

Regulatory knowledge

MS Office

Communication

Tools

Dynamics onboarding system

Job description

We have an exciting opportunity within our Account Opening Team in Business Operations. If you're passionate about providing great service, and willing to do what it takes to deliver for our customers, please read on....

The role is for a Business Operations Onboarding Analyst and you will be responsible for reviewing performance in detail to improve Customer Experience and maximise conversion in order to meet our challenging targets. We operate in a team where we are committed to changing things for the better for our colleagues and customers and we have a number of changes coming up which we need focus on to ensure we deliver.

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 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 you’ll be expected to spend at least two days a week, or if part time you'll 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.

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

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

• 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.

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 Privacy policy.

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

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 Lesley Nicol, 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 Business Support Analyst.

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

What you’ll be doing

This role is responsible for analysing performance across a range of key performance indicators, identifying the root causes of underperformance, and implementing targeted actions to drive continuous improvement and maximise results. Working closely with the Operations Manager and Flow Managers, you will support the onboarding and implementation of new initiatives, ensuring changes are delivered effectively and efficiently. You will play a key role in managing and tracking actions related to change delivery, helping to create processes that are simple, effective and customer-focused while maintaining appropriate controls and safeguards. The successful candidate will proactively identify opportunities to improve processes, enhance operational efficiency and reduce costs through continuous improvement, while ensuring all activities are carried out in line with company policies, regulatory requirements and key control frameworks.

About you

A detailed knowledge of Business Onboarding processes and procedures

Knowledge and experience of the dynamics systems used for onboarding

Experience in data analysis to identify trends and translate into practical solutions to achieve business objectives and financial targets

Practical knowledge of the regulatory environment as applicable to Financial Services regulatory SLA's etc

Excellent verbal and written communication skills; ability to listen, understand and respond professionally, anticipating customer and colleague needs

Intermediate knowledge of Microsoft Office applications

The ability to join and become part of a tight-knit team of people committed to delivering a brilliant customer experience

A strong customer service ethic to ensure the team focus on excellent 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 – 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.

Job Info

• Job Identification 5812
• Apply Before 11/05/2026, 11:55 PM
• Locations 177 Bothwell Street, Glasgow, G2 7ER, GB 21 High Street, Birmingham, West Midlands, B4 7SL, GB Belfast City Hall, Belfast, Antrim, BT1 5AG, GB Richmond Hill, Bournemouth, Dorset, BH2 6EP, GB 47/49 Queen Street, Cardiff, CF10 2AS, GB 1 Gorse Stacks, Chester, CH1 3EQ, GB 83 George Street, Edinburgh, EH2 3ES, GB 94 Briggate, Leeds, LS1 6NP, GB 28 King Street, Maidstone, ME14 1DA, GB 2 Spring Gardens, Manchester, M2 1EE, GB Jubilee House, Newcastle, NE3 4PL, GB 32 St Stephens Street, Norwich, Norfolk, NR1 3SH, GB Kings Park Road, Northampton, Northamptonshire, NN3 6NW, GB 1 Threadneedle Street, London, Greater London, EC2R 8AY, GB Nationwide House, Swindon, Wiltshire, SN38 1NW, GB Masterton House, Dunfermline, Fife Region, KY11 8NX, GB 66 Fargate, Sheffield, S1 2HE, GB 6 -10 Northgate, Wakefield , WF1 1TA, GB 7/11 Montague Street, Worthing, BN11 3AX, GB