Performance Lead Manager - Hybrid, Coaching Leader

Unstoppably Nationwide; United States; Hybrid; USD 92,000 - 125,000; Full time

Benefits offered by this job

25 days holiday pro rata

Private medical insurance

Pension scheme

Annual performance bonus

Training and development

Salary sacrifice scheme

Life assurance

Wellhub

Volunteer days

Banking benefits

Job summary

Nationwide is seeking a Performance Lead Manager to drive performance across contact centre operations. You will lead a team of Performance Leads, translate insight into action, and ensure fast, accurate guidance while shaping coaching priorities and development plans.

You will own key customer and risk outcomes, embed learning from feedback, and promote a culture of consistency, capability, and accountability across the function.

Qualifications

• Experience in a contact centre or operational leadership role.

Responsibilities

• Lead and develop a team of Performance Leads to deliver high-quality, in-the-moment support.

Skills

Contact centre leadership

Performance coaching

People development

Clear guidance

Data-driven improvement

Continuous improvement

Stakeholder credibility

Influencing without authority

Customer experience focus

Job description

Nationwide is seeking a Performance Lead Manager to drive performance across contact centre operations. You will lead a team of Performance Leads, translate insight into action, and ensure fast, accurate guidance while shaping coaching priorities and development plans.

You will own key customer and risk outcomes, embed learning from feedback, and promote a culture of consistency, capability, and accountability across the function.