Senior Operations Manager

Overview

This position sits within Fraud Operations which is part of our Protect team. They are dedicated to managing economic crime risks and supporting customers who may be affected by fraud. As a Senior Operations Manager you'll lead large teams across Fraud Operations helping to drive performance and deliver on key scorecard objectives. Your focus will be on maintaining service levels, quality and operational efficiency while minimising fraud losses and ensuring a seamless customer experience.

We are happy to consider flexible working approaches to help you perform at your best. 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 youll spend at least two days per week, or if part time youll spend 40% of your working time, based at either our Northampton, Swindon, Sheffield, Dunfermline, Bournemouth or London offices. Whilst these locations are where we are primarily looking to fill the role, if you're an internal applicant based in a different location we would welcome your application and if successful, your hiring manager will provide further details on how this could work for this specific role.

You can also find out more about our approach to hybrid working here. 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.

You will take ownership of a wide range of responsibilities ensuring customers receive the support they need in line with agreed service levels. You'll maintain high-quality standards, oversee processes and work to minimize fraud losses through effective investigations and conversations, all while fostering a motivated, inclusive, and high-performing culture. Alongside this, you'll drive a strong control environment, manage issues effectively and support audits and reviews.

The Head of Fraud Operations and senior leadership team will also be looking for your input to deliver strategic transformation, champion continuous improvement and identify opportunities to enhance efficiency.

• 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

• Demonstrable track record of leading high performing Fraud Operations teams across multiple typologies with strong audit results, low operational losses and excellent performance metrics including SLAs, Quality, Productivity and efficiency
• Strong background in fraud or financial crime and proven experience as an Operations Leader with expertise in operations management fundamentals
• Deep understanding of current and future risks and threats posed by authorised and unauthorised fraud, mules and application fraud
• Ability to build a strong network of relationships across Nationwide and can demonstrate successfully working with and influencing cross functional teams including Workforce Management and Planning, Finance, Transformation, Retail Business Services and Risk
• High level of experience operating externally at an industry level and with relationships held with key stakeholders including UK Finance and PSR
• Creative mind with a desire to challenge the norm and continue to seek improvement to achieve greater levels of service

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