Senior Operations Manager

Business Banking is one of the fastest‑growing and most energised parts of our organisation and we’re looking for an experienced Operations Manager to join our Business Operations Team. If you thrive in a collaborative, fast‑paced environment, are passionate about developing and supporting our people, with a proven ability to drive improvements and efficiencies across Operations Support, this is your next big opportunity. Business Banking is accelerating - and you'll be joining a community that is ambitious, innovative and deeply committed to working together to deliver great outcomes. This role places you in the Business Operations Loan Servicing and Securities Team, reporting to the Head of Business Operations. The role will provide you the opportunity to influence how we operate, strengthen how we work together and lead the delivery of first-class customer service to our Business Banking lending customers.

You'll have accountability for leading a team delivering all aspects of post loan servicing, account administration, payment and account mandates and collateral management for Nationwide's complex commercial lending facilities totalling £7.7bn. The role is within the Business Operations Team, which is part of Business Banking. You will actively contribute to the leadership of the Business Operations Team, optimising resources to provide a compliant and effective service focused on customer experience.

This is a 24-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 spend at least two days per week, or if part time you'll spend 40% of your working time, based at our Northampton 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.

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

On a day-to-day basis, you will be an integral part of the Business Operations Team, leading the Loan Servicing and Securities Team comprising nine team members. You will manage, coach, and develop the teams responsible for the execution and administration of high value loan transactions and securities management across the Social Housing, Project Finance and Commercial Real Estate sectors whilst controlling risks. You will manage and increase effectiveness and efficiency of Business Operations through improvements to working practises as well as coordinating and communication across the wider Business Operations Team, working together to introduce and plan initiatives geared towards operational excellence.

You will provide a source of business specialism, experience, and advice for complex transactions across diverse areas including Banking, Securities and Deeds management. You will exercise and monitor appropriate mandate levels across the team to ensure accurate process controls and authorisations.

You will mitigate operational risk incidents by using effective measures, ensuring team members are always aware of their purpose, accountabilities, and competency across the team. You will provide Commercial representation and develop relationships with other areas across the Business Banking function and wider Group such as Commercial Credit Risk, Commercial Finance, Group Finance and Technology.

Drive key strategic initiatives for the Business Operations Team, bringing teams together around a shared picture of progress and priorities, solving operational challenges together.

About you

As a minimum requirement, you will have:

• Proven leadership experience with evidence of creating lasting positive impact, improving organisational culture, customer outcomes, and team motivation.
• Excellent skills in time management and independent action within prescribed time limits.
• Strong leadership in delivering work through direct reports, peers, and colleagues, establishing challenging goals, delegating, and coordinating effectively, promoting innovation and team effort.
• Challenges and measures effectiveness by identifying new methods and generating improvement in the team’s performance fostering a culture of continuous improvement and growth.
• Proven ability to influence stakeholders.
• Ability to adapt, support and implement best practise working methodologies through established decision making with a proven record of delivery and performance.
  

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 mediocrity, we challenge the status quo, taking responsibility for continuous improvement and personal development

• Get it done - We prioritise what will have the greatest impact, we are decisive, and we take accountability for delivering brilliant customer outcomes

You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these.

The extras you’ll get

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

• 25 days holiday, pro rata

• Private medical insurance

• A highly competitive pension to help you build a strong foundation for retirement

• Access to an annual performance-related bonus

• Training and development to help you progress your career

• A great selection of additional benefits through our salary sacrifice scheme

• Life assurance to provide peace of mind for you and your loved ones in the event of your death

• Wellhub – access to a range of free and paid options for health and wellness

• Up to 2 days of paid volunteering a year

Banking – but fairer, more rewarding, and for the good of society

We forge our own path at Nationwide.

As a mutual, we’re owned by our members - those customers who bank, save or have a mortgage with us. We challenge the financial sector status quo. We don’t see customers as the engine of our own profit. We share our profits with them and put their needs first. Always there when they need us. Supporting them and their lives.

If you’re inspired by fairer finances, passionate about making a meaningful impact, and truly care about our customers, you’re one of us.

At Nationwide, you are challenged to grow and rewarded for doing so. Valued. Recognised. Inspired to be your best. As a community, we want our working lives to count. As a team, we celebrate what we achieve. As a standard-setter, we work for the good of customers, communities, and broader society.

We are purpose-driven. Uncompromisingly customer. Unstoppably Nationwide.

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.

Keeping your data and personal information confidential is important to us. To find out more about how we use and process your data, please read our Privacy policy.

If you want to find out more about using AI in our recruitment process, please read more here.

Disability Confident

We’re not just guided by data, we’re driven by the real experiences of our people. We’re a Disability Confident Level 3 Leader, the highest level.

That’s why we’re constantly evolving our policies and practices to make sure everyone feels genuinely supported, valued, and empowered to champion inclusion. Whatever your needs, we’re here to support you. If you need any additional support throughout your application journey, email our team at Recruitment Support.

Apply safely with Nationwide

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Please note that should you be successful in securing this role, the job title on our internal systems will be Operations Manager – Operational Support.