Operations Manager - Branch

Nationwide Building Society; England; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Private medical insurance

Pension

Annual performance bonus

Training and development

Salary sacrifice scheme

Life assurance

Wellhub health and wellness

Volunteer days

Job summary

Nationwide Building Society is seeking an Operations Manager to lead a team of Local Business Managers across a defined geographic area, delivering strong customer and operational outcomes. You will coach the team, use data insights, and ensure resources are optimised while maintaining robust controls.

The role operates within a hybrid model across Nationwide’s UK estate, including travel to branches, with a focus on growing relationships with business customers and local communities.

Qualifications

• Experience of leading and developing a customer-facing team to deliver strong customer, commercial and operational outcomes
• Excellent coaching capability to improve customer conversations and performance
• Proven ability to use performance data, customer insight and feedback to drive improvement
• Planning team capacity and resources effectively, balancing priorities
• Excellent relationship-building and communication skills for partnerships across teams and stakeholders
• Experience leading teams through change in a regulated environment

Responsibilities

• Lead Local Business Managers across a defined geographical area
• Coach the team to deepen customer relationships and identify opportunities for growth
• Embed change and improve processes across the function
• Ensure resources are focused where needed and maintain robust controls aligned to conduct and risk requirements
• Develop connections with business customers, introducers and community networks to progress new opportunities

Skills

Leadership

Customer focus

Change management

Risk management

Stakeholder engagement

Team coaching

Job description

As an Operations Manager, you’ll lead a team of Local Business Managers across a defined geographical area, helping them build trusted relationships and deliver great outcomes for business customers and local communities. You’ll create an inclusive, high-performing environment where colleagues feel valued, supported and empowered to succeed.

Working closely with colleagues across Business Banking and the wider Society, you’ll embed change, improve processes and strengthen how we support local businesses. You’ll build team capability and ensure resources are focused where customers and communities need them most. You’ll also help Local Business Managers build strong local networks and a visible presence in the communities they serve, while making sure activity is accurate, well controlled and aligned to conduct, compliance and risk requirements.

Working across a defined branch and local market area, you’ll develop connections with business customers, introducers and community networks to identify and progress new business opportunities.

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 one of our branch locations. There will be a need to regularly connect with colleagues for collaboration and training so 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 branches within your geographical region. If your application is successful, your hiring manager will provide further details on how this works.

If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.

What you’ll be doing

You’ll be accountable for customer, colleague, business, risk and operational performance across your area. By setting clear expectations and using customer insight, performance data and feedback, you’ll coach your team to deepen customer relationships, identify opportunities for sustainable growth and connect customers with the right products, services and specialist support.

This role will follow a hybrid working model where possible, combining home working with in-person collaboration and travel across the agreed geographical area, which will be agreed during the recruitment process.

About you

As a minimum, you’ll have/be:

• Experience of leading and developing a customer-facing team to deliver strong customer, commercial and operational outcomes. We welcome transferable leadership experience gained in financial services, retail or another customer-focused environment
• Excellent coaching capability and the ability to help colleagues build their skills, judgement and confidence to improve customer conversations and performance
• Proven ability to use performance data, customer insight and feedback to make balanced decisions, identify opportunities and drive sustainable improvement
• Exceptional capability in planning team capacity and resources, balancing competing priorities and prioritising support where it will have the greatest impact
• Excellent relationship-building and communication skills, enabling effective partnerships across frontline teams, specialist functions and senior stakeholders
• A track record of leading teams through change while maintaining colleague engagement, customer service and robust controls within a regulated environment

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.

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.

Disability Confident

We’re not just guided by data, we’re driven by the real experiences of our people. We’re a Disability Confident Level 3 Leader, the highest level.

That’s why we’re constantly evolving our policies and practices to make sure everyone feels genuinely supported, valued, and empowered to champion inclusion. Whatever your needs, we’re here to support you. If you need any additional support throughout your application journey, email our team at Recruitment Support.

Apply safely with Nationwide

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