Senior Manager - Quality, Governance, Risk & Planning in Glasgow

Reporting to the Head of Business Operations, this Senior Manager role sits at the heart of Business Banking Operations and plays a critical role in shaping the quality, governance, risk, reporting and planning agenda across a large, complex operation. You will lead and embed robust governance and reporting frameworks that enable informed decision‑making, strong risk management and effective operational planning.

With accountability for quality, regulatory compliance, MI and insight, workforce planning and operational resilience, you will ensure the business operates to the highest standards while remaining agile and customer focused. Leading a team of Quality & Risk Operations Managers across quality and risk, governance and reporting, customer experience and data insight, you will work closely with senior leaders to provide clarity, assurance and forward‑looking insight.

You will champion a culture of ownership, transparency and continuous improvement, using data and insight to identify trends, manage risks and drive targeted improvements in customer and colleague outcomes. This is a highly visible leadership role, requiring strong influence across Business Operations, Business Banking and multiple specialist functions.

You will also play a key role in supporting large‑scale change and integration activities, ensuring governance, controls and planning are aligned and effective as the business continues to evolve.

We support small and medium businesses and larger enterprises to build livelihoods, create jobs and power local economies. We are ambitious, we want to grow and scale our business, and we are investing in our Business Banking teams to get ready for growth and ready to deliver more ‘simply brilliant experiences’.

This role sits within Business Operations, Business Banking, and is responsible for setting and leading the quality, governance, risk, reporting, customer experience and planning capability across the operation. The role exists to provide assurance, insight and oversight, ensuring regulatory requirements, internal policy and operational standards are consistently met, while enabling the business to scale, transform and deliver excellent customer outcomes.

Through strong leadership, effective stakeholder engagement and the use of modern data and automation tools, the role directly supports better decision‑making, improved customer experience and sustainable operational performance.

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 Glasgow office. If you’re based at our Glasgow office, this will apply from 1 April 2027 and ahead of that there will be a need to regularly connect with colleagues for collaboration events.

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.

Virgin Money is now part of Nationwide. Nationwide acquired Virgin Money in October 2024. Virgin Money continues to serve customers on the high street, and there will be a phased and considered integration over the coming years. You’ll be employed by Nationwide from day one, delivering real impact and benefitting from a highly competitive range of benefits.

We’re a workplace where you’re rewarded, recognised and celebrated. 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.

The extras you’ll get include:

• 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

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.

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.

What you’ll be doing:

You’ll lead a team of Quality & Risk Operations Managers responsible for quality, governance, risk, reporting and planning, customer experience across Business Operations, ensuring clear standards, strong controls and effective oversight are embedded into everyday delivery. You’ll work closely with senior leaders to provide meaningful insight through reporting, MI and data analysis, helping the business understand performance, risk and customer experience trends.

A core part of the role is driving effective workforce and capacity planning, ensuring short‑, medium‑ and long‑term plans support business demand, strategic change and seasonal peaks. You’ll also own operational resilience and business continuity planning, ensuring the operation is well prepared and compliant.

Alongside this, you’ll influence culture and behaviour, championing accountability, transparency and continuous improvement, and leveraging technology and automation to improve how governance and reporting are delivered.

About you:

As a minimum requirement, you’ll have:

• Proven senior leadership experience across quality, governance, risk, reporting, customer experience and planning within a large, complex operation, ideally in financial services or a regulated environment
• Demonstrable experience designing, embedding and operating governance and control frameworks that meet regulatory and internal requirements
• Strong track record in leading and developing multi‑disciplinary teams, including performance management, capability building and engagement
• Highly developed stakeholder management and influencing skills, with experience operating at senior leadership and executive level
• Proven ability to use data, insight and MI to identify trends, manage risk and drive measurable improvements in customer and operational outcomes
• Experience supporting large‑scale change or integration programmes, ensuring governance, controls and planning remain effective through transition
• Experience in improving customer experience through robust planning, strong & effective leadership and resourceful stakeholder management
• Proven ability to analyse data, design and deliver effective reporting, maintaining MI, effective presentation of performance & insight data

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.