Operations Manager, Customer Contact Centre

Delivering superior business results and efficiency through the dynamic leadership and empowerment of teams in a fast-paced and challenging environment.; by managing up to 12 Team Managers in a Financial Services Contact Centre, you will inspire, motivate, coach and develop leaders to achieve outstanding performance through your personal leadership and demonstration of Nationwide’s Customer First Behaviours.

Operating within clearly defined policies, controls and principles and with specific objectives, you will develop your own strategy and make key decisions to achieve your tactical and strategic goals.

Optimising resources, you will ensure compliance requirements are adhered to and a cost effective service is delivered, whilst focusing on  developing More Rewarding Relationships and delivering Simply Brilliant Service for our customers.

This role is within the Retail Services Function, which is responsible for delivering outstanding customer experience across our branch, Contact Centre and digital channels.
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, at one of our offices. 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.

This role will typically involve working between the hours of 8am-8pm, 7 days a week, but may involve work covering 24 hours a day at time. 

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.

What you’ll be doing

You will drive a process improvement agenda to ensure enhancements to service, quality and cost are achieved. Through leading and inspiring your teams, you will create a service focused culture through continuous improvement to efficiency and quality, whilst achieving operational SLAs. You will be experienced in building relationships across all levels of a cross-functional organisation and with third party suppliers. You will be an effective influencer and will be confident in engaging with senior leaders. You will have excellent analysis, forecasting and communication skills, and be confident in making strategic decisions to develop the service we offer our customers.

About you

As a minimum requirement you must have:

• Accomplished leadership experience at a senior level (preferably within Financial Services), including goal setting, driving performance, coaching and training, and conflict management skills.
• Proven capability in building and leading high-performing teams, underpinned by strong influencing, negotiation and relationship management capabilities.
• Excellent interpersonal, verbal communication and presentation skills with an ability to influence and challenge stakeholders at all levels and articulate complex plans.
• Exceptional written communication skills and confidence and competence in presenting to audiences up to Exco level.
• The ability to lead, coach and develop people to raise the bar on performance.
• Experience in identifying and managing operational risks and recommending controls to ensure regulatory compliance.
• Experience of building relationship across all levels of a cross-functional organisation and with third party suppliers.
• Proven decision making skills that demonstrate an ability to drive a change agenda and clearly identify business priorities.

It would also be nice if you had:

• A degree level qualification
• An understanding of Nationwide’s products, services, delivery channels, core systems and processes.
• Remote leadership experience.

Our Customer First behaviours are all about putting customers and members at the heart of how we work together. You can strengthen your application by showing the behaviours that resonate with you, and how you might have already demonstrated these.

• Say it straight - This is about being honest and direct with good intent and saying what needs to be said in the room. It’s also about being clear, precise, and using language that we and, importantly, our customers and members can understand.
• Push for better - This is about aiming high and constantly looking for better in how we work together and serve our customers and members.
• Get it done - This is about prioritising what will have the greatest impact, being decisive and taking accountability for delivering on the end-to-end outcome.

We know applying for jobs can sometimes feel like you’re sending an application into a black hole. We review each application individually. So, it’s a good idea to call out your most relevant experience on your application to give yourself the best chance.

The extras you’ll get

There are all sorts of employee benefits available at Nationwide, including:

• A personal pension – if you put in 7% of your salary, we’ll top up by a further 16%
• Up to 2 days of paid volunteering a year
• Life assurance worth 8x your salary
• A great selection of additional benefits through our salary sacrifice scheme
• Gympass – Access to a range of free and paid options for health and wellness.
• Access to an annual performance related bonus
• Access to training to help you develop and progress your career
• 25 days holiday, pro rata

What makes us different

Nationwide is the world’s largest building society. With over 15 million customers, we have a relationship with almost a quarter of the UK’s population. We’ve got the scale to compete with the big banks, but we’re not a bank.  

As a building society, we’re owned by our members – that’s our customers who have their current account, mortgage or savings with us. It means we can do things differently to deliver our Purpose – Banking – but fairer, more rewarding, and for the good of society.  

When you work at Nationwide, you can experience that difference for yourself. You’ll be part of a high-performing, purpose-driven organisation that offers rewarding career experiences and a highly competitive range of benefits to match. You’ll also be joining us at an important time as we seek to reach more and more people in the UK. We want everyone in the UK to know that they don’t have to bank with a bank. They can choose a modern mutual instead.  

What to do next

If this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up-to-date CV and answer a few quick questions for us.

We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.

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