Senior Operations Manager

We are seeking an experienced Senior Operations Manager to lead Everyday Banking (In life management & maintenance) and Borrow & Grow (Lending). This role is critical to delivering outstanding customer outcomes across the Society. The role is accountable for ensuring world‑class customer service, operational efficiency, and excellent product and process expertise across all customer channels. With responsibility for end‑to‑end (E2E) fulfilment of customer journeys, you will ensure services are delivered accurately, consistently, and on time.

We support small- and medium-sized businesses as well as larger enterprises to build livelihoods, create jobs and power local economies. We are ambitious, we want to grow and scale our business, and we are investing in our Business Banking teams to get ready for growth and to deliver more ‘simply brilliant experiences’.

Reporting to the Head of Business Operations, the Senior Operations Manager provides strategic and operational leadership of a large, centralised fulfilment function delivering consistent, high‑quality customer outcomes across the Society’s product ranges and distribution channels. The role has E2E accountability for customer journey fulfilment, balancing customer experience, operational efficiency, and risk management while delivering against agreed customer experience targets, growth targets, and customer service levels.

A core focus of the role is driving sustainable performance improvement through process simplification, optimisation, and reduced complexity, whilst ensuring operational capability remains aligned to strategic priorities. The post holder will provide strong, visible leadership, building organisational capability through the effective development, engagement, and performance management of a diverse team, and setting clear standards of accountability and professional excellence.

Working closely with senior leaders and cross‑functional stakeholders, the role plays a key part in shaping and delivering strategic change initiatives, ensuring customer outcomes, operational resilience, and conduct considerations are embedded into decision‑making. Our Senior Operations Manager is accountable for maintaining robust operational governance, ensuring compliance with policy, regulatory requirements, and risk frameworks. Performance, service quality, and customer insight are actively monitored, with timely action taken to address issues, manage risk, and continuously enhance service delivery.

Leading and developing Operations Managers and a sizeable team, you will set clear expectations, drive performance, and embed a culture of excellence and continuous improvement. Operational governance is essential, including adherence to policy, regulatory and risk requirements, supported by robust performance and service monitoring.

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 spend at least two days per week, or if part time you'll spend 40% of your working time, based at our Glasgow office.
If you’re based at our Glasgow office, this will apply from 1 April 2027 and ahead of that there will be a need to regularly connect with colleagues for collaboration events. If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to hybrid working here.

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.

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