# Operations Manager at Nationwide

AI Level 1, AI centrality 0 out of 100. Remote (United Kingdom).

## Details

- Company: [Nationwide](https://jobsbylevel.com/companies/nationwide)
- AI level: AI Level 1 (score 0 out of 100)
- Location: Remote (United Kingdom)
- Posted: October 6, 2026
- Apply: https://jobsbylevel.com/go/92735c9b-9497-4f5b-bd33-b4a08ab7a9ea

## Description

We're looking for an experienced Operations Manager to join our Retail Services Function and lead high performing teams in a fast-paced Financial Services Contact Centre environment. This is an exciting opportunity to lead up to 12 Team Managers, driving exceptional customer outcomes, operational excellence, and colleague performance through inspirational leadership and coaching. You'll play a key role in delivering business results, optimising resources, and ensuring compliance with regulatory and operational standards, while embedding Nationwide's Customer First Behaviours and creating more rewarding relationships for both colleagues and customers. Working within our hybrid model, you'll collaborate with stakeholders across the business to deliver simply brilliant service and drive continuous improvement across our contact centre operations. We are happy to consider flexible working approaches to help you perform at your best. This is a 12 month Fixed Term Contract opportunity. 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 our nearest regional office or hub. There will be a need to regularly connect with colleagues for collaboration and in some locations 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 office. 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. What you’ll be doing You will lead a continuous improvement agenda, driving enhancements in service, quality, efficiency, and cost across the operation. Through inspirational leadership and coaching, you will foster a high-performance, customer-focused culture that delivers operational excellence and consistently achieves service level agreements (SLAs). Building strong relationships across a complex, cross-functional organisation and with third-party suppliers, you will collaborate effectively to deliver business objectives and improve customer outcomes. As a confident and credible influencer, you will engage with senior stakeholders, using your strong analytical, forecasting, and communication skills to provide insight, support decision-making, and shape the future direction of the service. About you As a minimum requirement you must have: Senior leadership experience Proven ability to lead, coach, and develop high-performing teams Strong influencing, negotiation, and stakeholder management skills Excellent communication and presentation skills, including senior leadership engagement Experience managing operational risk and ensuring regulatory compliance Ability to build effective relationships across business functions and with third-party suppliers Strong decision-making skills with a focus on driving change and continuous improvement Analytical mindset with the ability to interpret data and identify opportunities for improvement Our customer first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display, in every role: Feel what customers feel - We step into our customers’ shoes, using their feedback and insights to empathise with them and to understand their needs, so that every decision we make starts and finishes with our customers in mind Say it straight - We are brave in speaking out and saying what we think – we’re honest and direct with good intent, openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand Push for better - We don’t settle for

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Source: https://jobsbylevel.com/jobs/operations-manager-at-nationwide-ef05f3

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