Performance Manager

Nationwide; Maney, Chester, Belfast City District; Hybrid; GBP 60,000 - 85,000; Full time

Benefits offered by this job

Private medical insurance

A highly competitive pension

Annual performance-related bonus

Training and development

Job summary

Nationwide is seeking a Performance Manager within Fraud Operations to transform customer and operational insights into meaningful actions. You’ll work with senior leaders to strengthen fraud controls, improve customer journeys and deliver measurable improvements across the end-to-end process.

You’ll partner with operations, planning, quality, risk and supplier teams to identify opportunities, remove barriers and drive performance enhancements, while maintaining a strong customer focus and

Responsibilities

• Ensure customer-facing teams have what they need to deliver an exceptional experience.
• Identify opportunities to enhance customer journeys and strengthen operational performance.
• Influence and deliver key initiatives, simplify ways of working and drive measurable improvements.
• Lead continuous improvement and transformation initiatives from identification through to delivery.

Job description

Join us as a Performance Manager within Fraud Operations, part of Group Customer Operations, where you’ll play a key role in supporting customers during some of their most vulnerable moments. This is a highly visible opportunity to make a real difference by transforming customer and operational insights into meaningful action, helping deliver faster, clearer and more compassionate outcomes while strengthening fraud controls and protecting customer trust. With strong exposure to senior leaders, including Executive Committee stakeholders, this role offers exceptional scope to shape change and build a rewarding career across operations, strategy and analytics.

Working closely with Operations Managers, you'll use data and performance insights to identify opportunities, remove barriers and drive improvements that enhance both the customer experience and operational effectiveness. Acting as a trusted partner across operational, planning, quality, risk and supplier teams, you'll influence beyond your direct remit, bringing people together to solve problems and deliver lasting results. This is an ideal opportunity for someone with operational leadership experience and a passion for customer journey improvement, who can confidently turn data into conclusions, conclusions into actions, and actions into measurable impact. You'll be supported with excellent development opportunities, on-the-job training and the chance to grow your influence across a wide range of business areas.

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

We forge our own path at Nationwide.

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.

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.

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.

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

What you’ll be doing

You’ll play a pivotal role in ensuring our customer-facing teams have everything they need to deliver an exceptional experience for customers. With a strong focus on continuous improvement, you’ll identify opportunities to enhance customer journeys, strengthen operational performance and maximise the value of key supplier relationships. This is an opportunity to build on a proven track record of transforming processes and delivering meaningful, measurable improvements that make a real difference to both customers and colleagues.

We're looking for someone who leads from the front, thrives in a hands‑on environment and is energised by driving positive change. Working closely with planning, quality and risk partners, you’ll help ensure the operation remains well‑prepared, appropriately resourced and able to respond quickly to changing customer needs and emerging fraud trends. You’ll influence and deliver key initiatives, simplify ways of working and create an environment where colleagues feel supported, customers feel protected and continuous improvement becomes part of everyday success.

About you

As a minimum, you’ll bring:

Recent experience within a Fraud Operations environment, with a strong understanding of fraud processes, controls and customer outcomes

Proven experience improving operational performance, including service levels, productivity, quality, risk management and customer experience within a high-volume operational setting

A track record of customer journey improvement, delivering process enhancements, operational change and measurable business outcomes

Strong data analysis and performance management skills, using MI, insights and trends to identify opportunities, solve problems and drive informed decision‑making

Demonstrable experience leading continuous improvement and transformation initiatives, taking ideas from identification through to successful delivery

Excellent stakeholder management and influencing skills, with the ability to build effective relationships, challenge constructively and collaborate across operational and support functions

Proven ability to prioritise competing demands, solve complex operational issues and make sound decisions in a fast‑paced, customer‑critical 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.

Job Info

• Job Identification 5698
• Apply Before 11/03/2026, 11:55 PM
• Locations Nationwide House, Swindon, Wiltshire, SN38 1NW, GB 21 High Street, Birmingham, West Midlands, B4 7SL, GB Belfast City Hall, Belfast, Antrim, BT1 5AG, GB 47/49 Queen Street, Cardiff, CF10 2AS, GB 1 Gorse Stacks, Chester, CH1 3EQ, GB 83 George Street, Edinburgh, EH2 3ES, GB 2-4 RoyalExchange Square, Glasgow, G1 3AB, 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 3 Red Hall Crescent, Wakefield, West Yorkshire, WF1 2DF, GB 38 Carver Street, Sheffield, South Yorkshire, S1 4FS, GB Masterton House, Dunfermline, Fife Region, KY11 8NX, GB Richmond Hill, Bournemouth, Dorset, BH2 6EP, GB Kings Park Road, Northampton, Northamptonshire, NN3 6NW, GB 1 Threadneedle Street, London, Greater London, EC2R 8AY, GB 7/11 Montague Street, Worthing, BN11 3AX, GB