Senior Operations Manager

Step into an exciting opportunity as a Senior Operations Manager within Fraud Operations, part of Protect, where you'll play a vital role in safeguarding customers and tackling economic crime. This is a purpose-driven leadership position in a fast-paced, evolving environment where no two days are the same. You'll help shape the future of fraud operations, driving innovation, enhancing customer outcomes, and supporting a transformation journey focused on data, automation, AI, and digital technology.

As a senior leader, you'll inspire and lead a large, high-performing customer operations function, overseeing inbound telephony, digital channels, chat and alert management activities. You'll ensure outstanding service delivery while achieving key performance, quality, efficiency and customer experience objectives. You'll bring proven experience leading large-scale telephony teams within financial services, a strong track record of operational excellence, and the ability to translate strategic vision into results.

With a mindset that challenges convention and continually pushes for better, you'll champion new technologies, motivate teams to achieve exceptional performance, and help build a future-ready operation that protects customers while delivering seamless service.

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 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 Northampton, Swindon, Dunfermline, London, Bournemouth or Sheffield office. 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.

Step into a role where no two days are the same, combining purpose, pace and the opportunity to make a real difference for customers. You'll lead a broad range of responsibilities across Fraud Operations, ensuring customers receive outstanding support within agreed service levels, maintaining exceptional quality standards, and helping to minimise fraud losses through effective investigations and customer interactions. At the same time, you'll foster a high-performing, inclusive and motivated culture where colleagues can thrive and deliver their very best.

Working at the heart of a critical function, you'll drive a strong control environment across Fraud Operations, overseeing risk and issues management while supporting audits and reviews. Partnering closely with the Head of Fraud Operations and the wider senior leadership team, you'll play a key role in shaping the future of the function, leading strategic transformation initiatives, identifying opportunities for continuous improvement, and delivering efficiencies that enhance both customer outcomes and operational performance.

This is a unique opportunity to influence change, embrace innovation and help build a more resilient, forward-looking operation.

As a minimum, you will have:

• A proven track record of leading high-performing operations teams, delivering strong audit outcomes, low operational losses and exceptional performance across key metrics including service levels, quality, productivity and efficiency.
• Extensive experience as a senior operations leader, with a deep understanding of operational leadership fundamentals and a passion for driving outstanding customer…