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- Tasks: Lead a diverse team to enhance customer experience in savings operations.
- Company: Nottingham Building Society is committed to community and customer-centric values.
- Benefits: Enjoy hybrid working, competitive salary, annual leave, and wellness support.
- Why this job: Make a real impact by improving customer journeys and fostering a supportive culture.
- Qualifications: Proven leadership skills, digital proficiency, and understanding of regulatory compliance required.
- Other info: Embrace diversity and contribute to sustainability initiatives while developing your career.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Join to apply for the Senior Operations Manager role at Nottingham Building Society
Join to apply for the Senior Operations Manager role at Nottingham Building Society
Direct message the job poster from Nottingham Building Society
Senior Talent Acquisition Partner @ Nottingham Building Society
Contract type: Permanent
Hours: Full-time, 35 hours
Location: Head Office, Nottingham (Hybrid working, minimum 2 days per week)
Application process: Please apply via the application button which will direct you to our careers site. If you require any adjustments to assist you in applying, please contact
We are looking for a Senior Operations Manager to lead our Central Savings Operations team, playing a key role in delivering excellent customer experience and outcomes across our telephony, digital, and savings processing channels.
This is a people-first leadership role where you will help shape a culture that puts customers at the heart of everything we do. You will ensure every interaction is handled with care and respect, especially for those going through sensitive life events such as bereavement or managing a power of attorney.
You will bring a strong understanding of regulatory requirements, particularly around ISAs and complaints handling, and ensure the team operates confidently within the financial services framework. Your leadership will support the delivery of our Customer and Savings strategies by driving operational excellence, developing team capability, and fostering a culture of continuous improvement.
Working closely with colleagues across Customer Experience, Product, Risk and Compliance, and Transformation, you will help ensure that the customer journey remains central to all our processes and developments.
Here’s a taste of what you will be doing as a Senior Savings Operations Manager at Nottingham Building Society: –
- Team Leadership: Lead and support a small, diverse Central Operations team covering telephony, digital services, branch support, financial crime, and savings processing.
- Operational Excellence: Ensure smooth, compliant, and customer-focused delivery of savings operations, with emphasis on ISAs, account servicing, and payments.
- Escalation and Resolution: Act as the senior escalation point for complex queries and complaints, ensuring timely, fair, and regulatory-compliant outcomes.
- Customer Journey Improvement: Champion continuous improvement of customer journeys, especially for digital users and those experiencing vulnerable circumstances such as bereavement or power of attorney.
- Regulatory Compliance: Embed regulatory requirements, including FCA standards, into everyday operations to maintain high levels of compliance and trust.
- Customer-Centred Culture: Promote a culture of proactive, inclusive service, putting customer needs at the centre of every interaction.
- People Development: Develop and coach team members to build skills, confidence, and alignment with both personal and organisational goals.
- Strategic Collaboration: Collaborate across departments to deliver the savings strategy, enhance digital experiences, manage resources effectively, and support wider transformation initiatives.
About you: –
- Leadership and People Development: Proven ability to lead, coach, and develop high-performing teams, with a focus on empowerment, inclusion, and continuous growth.
- Digital and Analytical Skills: Confident using and improving digital and telephony platforms, with strong data literacy to interpret MI and inform decisions.
- Communication and Collaboration: Excellent communicator who can engage, influence, and work effectively across all levels and departments.
- Customer-Centred Experience: Demonstrated success in managing complex and sensitive customer journeys, embedding a culture of empathy and service excellence.
- Change and Performance Management: Experience leading operational readiness for new products or regulations, with a track record of driving cultural change and maintaining high team performance.
- Inclusive and Forward-Thinking Behaviours: Champions the customer, leads with empathy, takes accountability, and embraces innovation including exploring how AI can enhance service and efficiency.
- Regulatory and Customer Expertise: Strong understanding of ISA rules, FCA regulations, Consumer Duty, DISP complaints handling, and the needs of vulnerable customers, including bereavement and power of attorney.
- Operational and Risk Knowledge: Practical experience with operational risk and control frameworks in financial services, ensuring robust and compliant service delivery.
Reward & Benefits –
- A fair and competitive salary evaluated against market data, annual discretionary bonus scheme, Medicash healthcare scheme, 29 days annual leave plus bank holidays and enhanced family leave.
- Commitment and dedication to your ongoing personal and professional development. We help you to own and grow your potential so you can be at your best in your current role and to support your future career aspirations.
- For all full-time roles we work a 35-hour working week to promote a work/life balance, we want you to be at your best inside and outside of work.
- A friendly and inclusive culture where teams genuinely strive to do the right thing by their colleagues and our customers.
- A strong sustainability agenda – we’re continually finding new ways to be kinder to the environment by reducing our carbon footprint.
- We’re passionate about giving back to the communities in which we serve as well as supporting local charities as part of the Samuel Fox Foundation. One of the many ways you can get involved is to use the 2 days per year paid leave to volunteer for causes or charities that are important to you.
- Your health and wellbeing is our priority, we encourage this through a suite of support resources, including a team of trained mental health first aiders.
Embracing Diversity Together: –
We proudly embrace and celebrate diversity as a fundamental cornerstone of our values. We believe that a diverse and inclusive workplace is not just essential for our success but is also a reflection of the vibrant communities we serve. Our commitment to diversity extends beyond our internal culture to the way we approach advertising and engage with our customers.
Our commitment means actively working to eliminate barriers and biases that may hinder equal opportunities within our organisation. We strive to ensure that all individuals, regardless of background, have an equal chance to thrive and advance in their careers.
We acknowledge that diversity is not just a goal to be achieved but a continuous journey toward creating an environment that embraces differences and promotes equal opportunities for all. We are committed to fostering an inclusive culture that encourages collaboration, creativity, and a sense of belonging for every member of our community.
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Senior Operations Manager employer: Nottingham Building Society
Contact Detail:
Nottingham Building Society Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Operations Manager
✨Tip Number 1
Familiarise yourself with Nottingham Building Society's values and culture. Understanding their commitment to customer-centric service and diversity will help you align your approach during interviews and discussions.
✨Tip Number 2
Network with current employees or alumni who have worked at Nottingham Building Society. They can provide valuable insights into the company’s operations and what they look for in a Senior Operations Manager.
✨Tip Number 3
Prepare to discuss specific examples of how you've led teams through change and improved customer journeys. Highlighting your experience with sensitive customer situations will resonate well with their focus on empathy.
✨Tip Number 4
Stay updated on regulatory changes in the financial services sector, especially around ISAs and complaints handling. Demonstrating your knowledge in these areas will show your readiness for the role.
We think you need these skills to ace Senior Operations Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in operations management, particularly in financial services. Emphasise your leadership skills and any experience with regulatory compliance, as these are key for the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of Nottingham Building Society's values and how you can contribute to their customer-centred culture. Mention specific examples from your past roles that demonstrate your ability to lead teams and improve customer journeys.
Highlight Relevant Skills: In your application, focus on skills that align with the job description, such as digital and analytical skills, communication, and collaboration. Provide concrete examples of how you've successfully managed complex customer situations or led operational improvements.
Showcase Your Leadership Style: Discuss your approach to people development and team leadership in your application. Highlight how you empower and coach team members, fostering an inclusive environment that aligns with the company's commitment to diversity.
How to prepare for a job interview at Nottingham Building Society
✨Showcase Your Leadership Skills
As a Senior Operations Manager, you'll be expected to lead and develop a diverse team. Prepare examples of how you've successfully led teams in the past, focusing on empowerment and continuous growth.
✨Demonstrate Customer-Centric Thinking
The role emphasises a customer-first approach. Be ready to discuss specific instances where you've improved customer journeys or handled sensitive situations with empathy, especially in financial services.
✨Understand Regulatory Requirements
Familiarise yourself with ISA rules, FCA regulations, and complaints handling processes. Being able to articulate your understanding of these regulations will show that you can operate confidently within the financial services framework.
✨Highlight Your Collaborative Spirit
This position requires working closely with various departments. Prepare to share examples of how you've effectively collaborated across teams to achieve operational excellence and drive strategic initiatives.
