Senior Operations Manager

Nottingham Building Society; Nottingham; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

Join a leading financial institution as a Senior Operations Manager, where you'll lead a diverse team and ensure the delivery of outstanding customer service across digital and telephonic channels. This role requires a strong background in financial regulations, operational excellence, and team development, making it key to driving success in customer and savings strategies.

Benefits

Annual discretionary bonus scheme

Medicash healthcare scheme

29 days annual leave plus bank holidays

Enhanced family leave

Friendly and inclusive culture

Sustainability initiatives

Volunteering opportunities

Mental health support resources

Qualifications

• Strong understanding of ISA rules, FCA regulations, and DISP complaints handling.
• Experience leading operational readiness for new products or regulations.
• Ability to develop high-performing teams with a focus on empowerment and continuous growth.

Responsibilities

• Lead and support the Central Operations team in delivering customer-focused savings operations.
• Ensure operational excellence and compliance with regulatory requirements.
• Champion continuous improvement of customer journeys.

Skills

Leadership

Team Development

Regulatory Compliance

Customer-Centered Approach

Change Management

Digital Skills

Analytical Skills

Communication

Education

Proven experience in financial services

Job description

Join to apply for the Senior Operations Manager role at Nottingham Building Society

Join to apply for the Senior Operations Manager role at Nottingham Building Society

Direct message the job poster from Nottingham Building Society

Senior Talent Acquisition Partner @ Nottingham Building Society

Contract type: Permanent

Hours: Full-time, 35 hours

Location: Head Office, Nottingham (Hybrid working, minimum 2 days per week)

Application process: Please apply via the application button which will direct you to our careers site. If you require any adjustments to assist you in applying, please contact [e-mail]

We are looking for a Senior Operations Manager to lead our Central Savings Operations team, playing a key role in delivering excellent customer experience and outcomes across our telephony, digital, and savings processing channels.

This is a people-first leadership role where you will help shape a culture that puts customers at the heart of everything we do. You will ensure every interaction is handled with care and respect, especially for those going through sensitive life events such as bereavement or managing a power of attorney.

You will bring a strong understanding of regulatory requirements, particularly around ISAs and complaints handling, and ensure the team operates confidently within the financial services framework. Your leadership will support the delivery of our Customer and Savings strategies by driving operational excellence, developing team capability, and fostering a culture of continuous improvement.

Working closely with colleagues across Customer Experience, Product, Risk and Compliance, and Transformation, you will help ensure that the customer journey remains central to all our processes and developments.

Here’s a taste of what you will be doing as a Senior Savings Operations Manager at Nottingham Building Society: -

• Team Leadership: Lead and support a small, diverse Central Operations team covering telephony, digital services, branch support, financial crime, and savings processing.
• Operational Excellence: Ensure smooth, compliant, and customer-focused delivery of savings operations, with emphasis on ISAs, account servicing, and payments.
• Escalation and Resolution: Act as the senior escalation point for complex queries and complaints, ensuring timely, fair, and regulatory-compliant outcomes.
• Customer Journey Improvement: Champion continuous improvement of customer journeys, especially for digital users and those experiencing vulnerable circumstances such as bereavement or power of attorney.
• Regulatory Compliance: Embed regulatory requirements, including FCA standards, into everyday operations to maintain high levels of compliance and trust.
• Customer-Centred Culture: Promote a culture of proactive, inclusive service, putting customer needs at the centre of every interaction.
• People Development: Develop and coach team members to build skills, confidence, and alignment with both personal and organisational goals.
• Strategic Collaboration: Collaborate across departments to deliver the savings strategy, enhance digital experiences, manage resources effectively, and support wider transformation initiatives.

About you: -

• Leadership and People Development: Proven ability to lead, coach, and develop high-performing teams, with a focus on empowerment, inclusion, and continuous growth.
• Digital and Analytical Skills: Confident using and improving digital and telephony platforms, with strong data literacy to interpret MI and inform decisions.
• Communication and Collaboration: Excellent communicator who can engage, influence, and work effectively across all levels and departments.
• Customer-Centred Experience: Demonstrated success in managing complex and sensitive customer journeys, embedding a culture of empathy and service excellence.
• Change and Performance Management: Experience leading operational readiness for new products or regulations, with a track record of driving cultural change and maintaining high team performance.
• Inclusive and Forward-Thinking Behaviours: Champions the customer, leads with empathy, takes accountability, and embraces innovation including exploring how AI can enhance service and efficiency.
• Regulatory and Customer Expertise: Strong understanding of ISA rules, FCA regulations, Consumer Duty, DISP complaints handling, and the needs of vulnerable customers, including bereavement and power of attorney.
• Operational and Risk Knowledge: Practical experience with operational risk and control frameworks in financial services, ensuring robust and compliant service delivery.

Reward & Benefits -

• A fair and competitive salary evaluated against market data, annual discretionary bonus scheme, Medicash healthcare scheme, 29 days annual leave plus bank holidays and enhanced family leave.
• Commitment and dedication to your ongoing personal and professional development. We help you to own and grow your potential so you can be at your best in your current role and to support your future career aspirations.
• For all full-time roles we work a 35-hour working week to promote a work/life balance, we want you to be at your best inside and outside of work.
• A friendly and inclusive culture where teams genuinely strive to do the right thing by their colleagues and our customers.
• A strong sustainability agenda – we’re continually finding new ways to be kinder to the environment by reducing our carbon footprint.
• We’re passionate about giving back to the communities in which we serve as well as supporting local charities as part of the Samuel Fox Foundation. One of the many ways you can get involved is to use the 2 days per year paid leave to volunteer for causes or charities that are important to you.
• Your health and wellbeing is our priority, we encourage this through a suite of support resources, including a team of trained mental health first aiders.

Embracing Diversity Together: -

We proudly embrace and celebrate diversity as a fundamental cornerstone of our values. We believe that a diverse and inclusive workplace is not just essential for our success but is also a reflection of the vibrant communities we serve. Our commitment to diversity extends beyond our internal culture to the way we approach advertising and engage with our customers.

Our commitment means actively working to eliminate barriers and biases that may hinder equal opportunities within our organisation. We strive to ensure that all individuals, regardless of background, have an equal chance to thrive and advance in their careers.

We acknowledge that diversity is not just a goal to be achieved but a continuous journey toward creating an environment that embraces differences and promotes equal opportunities for all. We are committed to fostering an inclusive culture that encourages collaboration, creativity, and a sense of belonging for every member of our community.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

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