Operations Team Manager in Bournemouth

As an Operations Team Manager within the Operations Support Team, you will be responsible for a team of individuals processing work for our Limited Company Landlord customers. You will train, coach, and develop people on how to do their role, considering risks, ensuring the required standards for quality monitoring are met, and supporting team members through comprehensive Route to competency. Our Landlord objective is to deliver great customer service, and you’ll be part of the leadership team providing this. It is a challenging environment, where things can move fast, but it is also an exciting and rewarding role.

The role is within the Mortgages & Financial Wellbeing function, which is responsible for supporting Limited Company Landlords and requests, such as structure changes and change of details. 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.

You’ll need a strong focus on Leadership, business controls, people management, and process improvement, and be expected to deliver a range of challenging business objectives. You’ll drive efficiency through excellent operational and leadership skills. Additionally, you’ll work as part of a team that shares resources and experience, driven by a passion to put the customer at the centre of everything we do. Motivating and encouraging team members through daily mentoring, training, buzz sessions, floor walking, and team meetings will also form an important part of your responsibilities. You will also be actively promoting teamwork within own team and the larger department.

Key to the success of this role will be supporting the growth and development of the team members. This will be coordinating training needs, improving performance as required, and delivering leadership through clear and honest communication. Through it all, your goal will be delivering great customer service, maintaining the highest quality within Service Level Standards.

The minimum requirements for this role are:

• Knowledge and experience of Limited Company processes within Landlord
• Knowledge of Summit system used in Landlord administration.
• Demonstratable leadership and people management experience - motivating and inspiring people to achieve their annual objectives, whilst having an awareness of individuals’ well-being and how toolkits can be made available for support
• Proactive coaching experience - identifying individual needs and addressing them formally and informally to develop the right skills and behaviours
• Proven experience building strong network relationships with internal and external stakeholders, providing appropriate updates on progress to deliver excellent 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.

There are all sorts of employee benefits available at Nationwide, including:

• 25 days holiday, pro rata
• 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

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.