Head of Operations - Specialist Customer Support (Hybrid)

Nationwide Group; Northampton; Hybrid; GBP 100,000 - 140,000; Full time

Benefits offered by this job

30 days holiday (pro rata)

Private medical insurance

Pension — highly competitive

Annual performance-related bonus

Training and development

Benefits via salary sacrifice scheme

Life assurance

Wellhub – health and wellness options

Up to 2 days paid volunteering

Job summary

Nationwide is seeking an experienced Head of Operations for Specialist Customer Support Services, overseeing multiple UK sites. You will set the strategic direction, drive improvements in customer journeys, and ensure robust governance across the function.

You will lead end-to-end operational performance, capacity planning, budgets, risks, and regulatory obligations while fostering an inclusive, high-performance culture that emphasises fair customer outcomes.

Qualifications

• Significant senior leadership experience in complex customer support or financial services.
• Deep understanding of specialist customer support and regulatory requirements.
• Proven track record of leading multi-site teams and improving outcomes.
• Strong commercial and financial management, including budgeting and capacity planning.
• Experience delivering operational transformation and change.
• Excellent communication and influencing skills with senior stakeholders.
• Degree or equivalent senior leadership experience.

Responsibilities

• Lead strategy and priorities for Specialist Customer Support Services.
• Oversee cross-location operations to deliver excellent service and fair outcomes.
• Manage budgets, risk, controls, audits and regulatory activity.
• Build relationships with Nationwide, regulators, and partners to drive improvements.
• Create a high-performing culture focused on accountability and continuous improvement.
• Lead transformation and integration of the function.

Skills

Senior leadership

Multi-site leadership

Stakeholder engagement

Budgeting & finance

Regulatory knowledge

Operational risk

Communication

Education

Degree or professional qualification

Job description

Nationwide is seeking an experienced Head of Operations for Specialist Customer Support Services, overseeing multiple UK sites. You will set the strategic direction, drive improvements in customer journeys, and ensure robust governance across the function.

You will lead end-to-end operational performance, capacity planning, budgets, risks, and regulatory obligations while fostering an inclusive, high-performance culture that emphasises fair customer outcomes.