Senior Manager Operational Performance & Process

Nationwide Group; United Kingdom; Hybrid; GBP 90,000 - 120,000; Full time

Job summary

Nationwide Group is seeking a Senior Manager, Operational Performance & Process to drive operational excellence and sustained high performance across Business Banking as part of the Operational Excellence team. Hybrid working will be available, with collaboration across UK sites and home working where feasible.

You will lead coaching, embed standards and routines, and ensure teams have clear guidance to deliver confident, consistent customer service while coordinating with shared services and

Responsibilities

• Drive operational excellence and sustained high performance across Business Banking.
• Embed clear performance expectations, disciplined execution and continuous improvement across Operational Excellence.
• Lead Operational Excellence Coaching, embedding The Standard and the rhythms and routines that sustain high performance across all operational areas.
• Own Process & Knowledge, ensuring colleagues have clear, accurate and accessible guidance to deliver confident, consistent customer service.
• Work with shared services and specialist partners, align support to Business Banking priorities and drive delivery against performance expectations.
• Sustain strong delivery across VM and NBS, supporting product launches and migrations while maintaining operational effectiveness.

Job description

We are seeking a Senior Manager, Operational Performance & Process to drive operational excellence and sustained high performance across Business Banking as part of our Operational Excellence team.

You will create the conditions for consistently strong operational delivery, embedding clear performance expectations, disciplined execution and continuous improvement across Business Banking Operations.

You will lead Operational Excellence Coaching, embedding Simply Brilliant ‘The Standard’ and the rhythms and routines that sustain high performance across all operational areas. You will own Process & Knowledge, ensuring colleagues have clear, accurate and accessible guidance to deliver confident, consistent customer service. Working with shared services and specialist partners, including Workforce Planning & Performance and Conversational Banking, you will align support to Business Banking priorities and drive delivery against performance expectations.

You will be accountable for Operational Performance & Process across both VM and NBS, sustaining strong delivery through the NBS product launch, supporting continued performance and growth on VM, and maintaining operational effectiveness throughout migration to NBS products.

Partnering closely with senior leaders across Business Direct & Customer Support (BD & CS), you will translate operational needs into clear priorities and coordinated action, holding shared services and strategic partners to account for delivery.

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.