Operations Manager - Branch

As an Operations Manager, you’ll lead a team of Local Business Managers across a defined geographical area, helping them build trusted relationships and deliver great outcomes for business customers and local communities. You’ll create an inclusive, high-performing environment where colleagues feel valued, supported and empowered to succeed.

Working closely with colleagues across Business Banking and the wider Society, you’ll embed change, improve processes and strengthen how we support local businesses. You’ll build team capability and ensure resources are focused where customers and communities need them most. You’ll also help Local Business Managers build strong local networks and a visible presence in the communities they serve, while making sure activity is accurate, well controlled and aligned to conduct, compliance and risk requirements.

Working across a defined branch and local market area, you’ll develop connections with business customers, introducers and community networks to identify and progress new business opportunities.

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 one of our branch locations. There will be a need to regularly connect with colleagues for collaboration and training so you’ll be expected to spend at least two days a week, or if part time you’ll spend 40% of your working time, in the branches within your geographical region. If your application is successful, your hiring manager will provide further details on how this works.

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’ll be accountable for customer, colleague, business, risk and operational performance across your area. By setting clear expectations and using customer insight, performance data and feedback, you’ll coach your team to deepen customer relationships, identify opportunities for sustainable growth and connect customers with the right products, services and specialist support.

This role will follow a hybrid working model where possible, combining home working with in-person collaboration and travel across the agreed geographical area, which will be agreed during the recruitment process.

As a minimum, you’ll have/be:

• Experience of leading and developing a customer-facing team to deliver strong customer, commercial and operational outcomes. We welcome transferable leadership experience gained in financial services, retail or another customer-focused environment
• Excellent coaching capability and the ability to help colleagues build their skills, judgement and confidence to improve customer conversations and performance
• Proven ability to use performance data, customer insight and feedback to make balanced decisions, identify opportunities and drive sustainable improvement
• Exceptional capability in planning team capacity and resources, balancing competing priorities and prioritising support where it will have the greatest impact
• Excellent relationship-building and communication skills, enabling effective partnerships across frontline teams, specialist functions and senior stakeholders
• A track record of leading teams through change while maintaining colleague engagement, customer service and robust controls within a regulated environment

Our customer first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that…