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- Tasks: Lead a team to manage daily workflows and enhance customer experience.
- Company: Join Nationwide, a leading financial services provider with a collaborative culture.
- Benefits: Enjoy private medical insurance, competitive pension, and performance bonuses.
- Other info: Flexible working options and opportunities for personal development.
- Why this job: Be the 'team captain' driving continuous improvement and making a real impact.
- Qualifications: Experience in operations, coaching, and a passion for customer service.
The predicted salary is between 30000 - 40000 £ per year.
The Business Flow Leader Specialist is responsible for managing intra-day workflow and daily team performance within the Business Operations Team. Reporting to the Flow Manager/Operations Manager, the Flow Leader Specialist acts as the 'team captain' to team members, ensuring adherence to 'one best way' process and quality control, providing feedback and coaching to colleagues to drive continual improvement. Business Administration deals with more than 600,000 customer requests per annum and supports various functions within Business Banking.
The operational hours of the team are 8am-7pm Monday to Sunday, so you may be required to work across these hours to support business needs. We are happy to consider flexible working approaches to help you perform at your best. 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, learn, and feel connected. For this job you’ll be located at our Glasgow hub. There will be a need to regularly connect with colleagues for collaboration events, this is anticipated to be weekly in Glasgow.
The Business Flow Leader Specialist will be delivering exceptional customer experience whilst managing high risk and/or complex queries ensuring risk compliance, internal processes and external regulations are met. By tracking, maintaining, and improving the day-to-day workflow for your team you’ll ensure we meet, and exceed, quality, performance, and productivity targets. It will be critical that you work in line with policy and regulatory requirements to ensure the key controls are always maintained. You’ll ensure all queries are resolved to a satisfactory conclusion and, when necessary, escalated to the Front-Line Manager. You will proactively identify and seek new ideas to improve work and reduce costs through continuous improvement.
What you’ll be doing:
- Delivering exceptional customer experience while managing high-risk or complex queries.
- Tracking and maintaining day‑to‑day workflow to meet quality, performance and productivity targets.
- Ensuring compliance with risk, internal processes and external regulations.
- Resolving all queries to a satisfactory conclusion and escalating issues when necessary.
- Identifying and implementing continuous improvement initiatives to reduce costs and improve work.
About you:
- Experience of delivering work to meet appropriate key performance indicators (customer-focused) in an operations environment.
- Demonstrable experience of coaching and developing peers or junior colleagues.
- Ability to ensure adherence to 'one best way' process and quality control using Operational Excellence tools and techniques.
- Experience of continuous improvement initiatives alongside strong analysis, prioritisation and problem-solving skills.
- Practical knowledge of the regulatory environment as applicable to Financial Services regulatory SLA's etc.
- Experience of working within a change, or change management role.
- Ability to build relationships with Relationship Managers to deliver for our customers.
- Great attention to detail to ensure that our quality is second to none.
Customer first behaviours:
- Feel what customers feel: step into their shoes, use their feedback and insights to empathise and understand their needs.
- Say it straight: be honest and direct, openly share diverse perspectives to reach the best conclusions.
- Push for better: challenge the status quo, take responsibility for continuous improvement and personal development.
- Get it done: prioritise what will have the greatest impact, be decisive, and take accountability for delivering brilliant customer outcomes.
Benefits:
- Access to private medical insurance.
- A highly competitive pension.
- Access to an annual performance-related bonus.
- Training and development.
- A great selection of additional benefits through our salary sacrifice scheme.
- Life assurance.
- Your Wellhub access.
- Up to 2 days of paid volunteering a year.
Business Flow Leader Specialist employer: Description This
Contact Detail:
Description This Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Business Flow Leader Specialist
✨Tip Number 1
Network like a pro! Reach out to current employees at Nationwide on LinkedIn or through mutual connections. Ask them about their experiences and any tips they might have for the interview process. It’s all about making those connections!
✨Tip Number 2
Prepare for the interview by understanding the 'one best way' process mentioned in the job description. Think of examples from your past where you’ve implemented similar processes or improvements. Show us how you can bring that operational excellence to the team!
✨Tip Number 3
Practice your customer-first behaviours! Be ready to discuss how you’ve stepped into customers' shoes in previous roles. We want to see how you empathise with their needs and resolve complex queries effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows us you’re serious about joining the team and ready to take on the challenge of being a Business Flow Leader Specialist.
We think you need these skills to ace Business Flow Leader Specialist
Some tips for your application 🫡
Show Your Team Spirit: As a Business Flow Leader Specialist, you'll be the 'team captain'. Make sure your application highlights any experience you have in leading teams or coaching others. We want to see how you can inspire and motivate your colleagues!
Emphasise Your Customer Focus: This role is all about delivering exceptional customer experiences. In your application, share specific examples of how you've put customers first in previous roles. We love hearing about those moments when you went the extra mile!
Highlight Your Problem-Solving Skills: You'll need to tackle high-risk and complex queries, so don’t shy away from showcasing your analytical skills. Include instances where you've successfully resolved issues or improved processes. We’re all about continuous improvement here at StudySmarter!
Be Authentic and Direct: We value honesty and diverse perspectives. When writing your application, be straightforward about your experiences and what you can bring to the team. Remember, we want to get to know the real you, so let your personality shine through!
How to prepare for a job interview at Description This
✨Know Your Stuff
Make sure you understand the role of a Business Flow Leader Specialist inside out. Familiarise yourself with key performance indicators, operational excellence tools, and continuous improvement initiatives. This will help you answer questions confidently and show that you're ready to hit the ground running.
✨Showcase Your Coaching Skills
Since this role involves coaching and developing peers, be prepared to share specific examples of how you've successfully guided others in the past. Think about times when you’ve helped someone improve their performance or overcome challenges, and be ready to discuss these experiences during the interview.
✨Emphasise Customer Focus
The job is all about delivering exceptional customer experiences, so be sure to highlight your customer-first behaviours. Share stories that demonstrate how you've stepped into customers' shoes, resolved complex queries, and pushed for better outcomes in previous roles.
✨Be Ready for Flexibility
With operational hours spanning from 8am to 7pm, it's important to show your willingness to adapt. Discuss your availability and any previous experience working flexible hours. This will reassure the interviewers that you're committed to supporting the team’s needs and can thrive in a dynamic environment.