Senior Governance Manager

At Nationwide we aim to get things right firsttimebut sometimes things go wrong and when this happens, we pride ourselves in putting it right for our customers quickly and efficiently. As our name suggests, the Customer Resolution function is a multi-discipline capability responsible for ensuring our customers receive the right outcomes through end-to-end management and execution of complaints processes, delivery of remediation programmes and maintenance of customer data.

The Senior Governance Manager is a pivotal role within Customer Resolution to ensure we achieve our strategic objective of ensuring customers receive the correct response in a safe and controlled environment. The successful candidate will be responsible for leading a team of governance, risk and control colleagues to manage and evolve the function’s overall risk and control environment, maintain compliance with internal and external policy, ensure our processes continue to meet the expectations of our regulators, provide SME knowledge to operational areas in matters of policy change, adherence and creation of bespoke customer treatments and orchestrating organisational response to professional bodies and third-parties.

The Senior Governance Manager will be responsible for maintaining and evolving the function’s over-arching governance framework to evidence appropriate control and oversight of all activity to provide good customer outcomes.

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 either our Swindon or Northampton
office.

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.