Senior Operations Manager in Northampton

This position sits within Fraud Operations which is part of our Protect team. They are dedicated to managing economic crime risks and supporting customers who may be affected by fraud.

As a Senior Operations Manager you’ll lead large teams across Fraud Operations, driving performance and ensuring alignment with strategic objectives. Your focus will be on maintaining high service levels, excellent quality and outcomes, and operational efficiency while minimising fraud losses, ensuring a seamless customer experience and operating in a cost focused environment. This will be alongside developing and implementing strategic operational plans and continuously working to improve performance.

We are happy to consider flexible working approaches to help you perform at your best. 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 either our Northampton, Swindon, Sheffield, Dunfermline, Bournemouth or London office. Whilst these locations are where we are primarily looking to fill the role, if you’re an internal applicant based in a different location we would welcome your application and if successful, your hiring manager will provide further details on how this could work for this specific role.

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:

• Access to 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.

Every day will look a little bit different as a Senior Operations Manager in Fraud Operations. You will take ownership of a wide range of responsibilities ensuring customers receive the support they need in line with agreed service levels. You’ll maintain high-quality standards, oversee processes and work to minimize fraud losses through effective investigations and conversations, all while fostering a motivated, inclusive, and high-performing culture.

Alongside this, you’ll drive a strong control environment, manage issues proactively and support audits and reviews. The Head of Fraud Operations and senior leadership team will also be looking for your input and collaboration to deliver strategic transformation, champion continuous improvement and identify opportunities to enhance efficiency.

As a minimum requirement you’ll have a/an:

• Demonstrable track record of leading large, high performing Operations teams with strong audit results and excellent performance metrics including SLAs, quality, productivity and efficiency
• Highly developed leadership and strategic thinking mindset, with experience of redesigning operating models to drive efficiency and effectiveness
• History operating in a cost focused, transformational environment with a focus on delivery of strategic objectives
• Background in fraud, financial crime or similar complex disciplines with proven experience as an Operations Leader and expertise in operations management fundamentals
• Ability to build a strong network of relationships across Nationwide and can demonstrate successfully working with and influencing cross functional teams including Workforce Management and Planning, Finance, Transformation, Retail Business Services and Risk
• High level of experience operating externally at an industry level and with relationships held with key stakeholders including UK Finance and PSR
• Creative mind with a desire to challenge the norm and continue to seek improvement to achieve greater levels of service

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.