Operations Manager

As Operations Manager, you will lead a large Specialist Customer Support function covering the Bereavement & Power of Attorney (POA) Helpdesk and onshore Bereavement Processing teams.

You’ll create a high‑performance culture that delivers exceptional customer service while ensuring operational efficiency, regulatory compliance, and strong conduct risk management. Supporting seven Team Managers, you’ll play a key role in driving good customer outcomes and fostering an engaged, motivated, and accountable workforce.

Reporting to the Head of Support, you’ll work closely with an integrated leadership team, including First Source, and build strong relationships with key stakeholders across the business. You will also deputise for the Senior Operations Manager when required, ensuring continuity of leadership and strategic direction.

We are happy to consider flexible working approaches to help you perform at your best.

This is a 12 month secondment opportunity.

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 office or regional hub. There will be a need to regularly connect with colleagues for collaboration events s is anticipated to be 40% of your working week if you are already based in Swindon or twice monthly if you are normally at one of our regional hubs. If Swindon is not your typical work location, your expenses will be covered when travelling there.

If your application is successful, your hiring manager will provide further details on how this works.

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.