Operations Manager in Bournemouth

Join The Mortgage Works (TMW) as an Operations Manager and take the lead in driving a high‑performing, customer‑focused contact centre environment where excellence is the standard. Leading a large, multi‑site team of up to 125 colleagues through 7–10 Team Managers, you’ll play a pivotal role in delivering outstanding customer outcomes, embedding a strong performance culture, and ensuring regulatory excellence. This is a unique opportunity to influence at scale balancing operational delivery with continuous improvement and forward‑thinking strategy.

As part of our wider operational leadership team, this role offers both challenge and real opportunity to make your mark, elevate performance, and help shape the future of customer experience within Group Mortgages. This is a 12‑month secondment 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 Bournemouth office.

What you’ll be doing:

• Delivering stretching operational objectives, ensuring the effective management of resources across multiple locations to consistently meet key departmental targets and maintaining service levels, including forward planning for demand fluctuations.
• Owning and managing headcount and discretionary budgets, aligning resource levels with workload requirements and financial plans.
• Embedding a high‑performance culture through reward and recognition, training and development, robust performance management, and effective recruitment and succession planning.
• Driving a culture of continuous improvement through in‑depth root cause analysis, using insights from complaints, customer experience, and colleague feedback to identify opportunities and implement best practice.
• Ensuring full compliance with regulatory requirements, policies, and conduct risk expectations, including delivering good customer outcomes in line with Consumer Duty.
• Building strong internal networks to influence change, enhance the reputation of your team, and support broader business objectives while playing an active role in delivering strategic projects and change initiatives to time, cost, and quality expectations.
• Providing strong leadership during incidents, applying appropriate governance and maintaining a calm, structured approach at all times.

About you:

• Proven experience leading large contact centre teams within a mortgages environment.
• A demonstrable track record of strong people leadership, with the ability to coach, develop, and inspire high‑performing teams.
• Excellent interpersonal and communication skills, with the ability to influence and engage stakeholders at all levels.
• Strong planning, organisational, and forecasting capabilities, with the ability to manage competing priorities effectively.
• A solid understanding of risk, compliance, and operational controls within a regulated environment.
• The ability to think strategically, solve complex problems, and adapt quickly to changing business needs.

Benefits:

• Access to private medical insurance.
• A highly competitive pension.
• 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.