Business Support Manager in Glasgow

An exciting opportunity exists within our well established and fast-growing Asset Finance business. We support SME and mid-market businesses’ capex plans across the UK with our suite of Asset Finance products. Our customers range from small and complex high-growth businesses, through larger SMEs, to those that have already grown to become the backbone of the UK economy.

In this role, you will be responsible for managing and enhancing our Operations function. We are happy to consider flexible working approaches to help you perform at your best. This is a 10-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 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.

If your application is successful, your hiring manager will provide further details on how this works. 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. Nationwide is committed to the redeployment of our employees impacted by change, as such applications for redeployment candidates will be prioritised in this recruitment process.

Responsibilities:

• You’ll be managing a diverse Operations team across split locations (Leeds & Glasgow) with responsibility spanning the full customer lifecycle from deal fulfilment to Settlements.
• You’ll be responsible for ensuring all units conduct business in a compliant manner and follow process and policy requirements.
• Building on our enviable NPS score of +85, you’ll need to find new and innovative solutions for providing best-in-class customer service to enable improved customer loyalty.
• You’ll need to be organised, diligent, and able to provide clear direction in order to meet SLA/KPI expectations every day whilst being flexible and creative to adapt to unforeseen business priorities.
• Working as the conduit for delivering Business Banking change projects, you’ll need to apply group priorities to the Asset Finance function in an agile manner and often to tight deadlines.
• You’ll work collaboratively with your team to ensure innovations/changes are effectively delivered.
• By understanding, owning, and improving customer journeys, you’ll be able to design and enhance operational protocols and create and implement programmes to deliver greater efficiency, greater levels of automation, and improved customer service.
• By understanding the customer opportunity and workings of the system, you’ll be able to work with key stakeholders to build solutions for new, complex customer needs.
• You’ll have ongoing and productive engagement with internal stakeholders including sales teams, governance functions, SBS (Strategic Business Services) recoveries, operational risks, and members of the Business Banking Executive Leadership Team, at times acting as stand in for the Head of Asset‑Based Lending at Business Banking forums.
• You’ll be developing a team, finding opportunities to upskill, increasing operating capacity, maintaining quality measures, and recognising and rewarding great performance to drive high levels of employee engagement.
• You’ll also ensure Strategy, Purpose and Team Goals are widely understood and fully embedded in our culture.

About you:

• As a minimum requirement, you’ll have experience in leading people: the ability to engage and motivate a team in order to deliver positive engagement scores whilst also ensuring staff performance is optimised.
• An ability to operate as part of a leadership team, making decisions for the benefit of the business and integrating the responsibilities of your own team with those of your peers.
• Knowledge and experience within Business Banking.
• The ability to lead and communicate well across the team and wider bank, speak with authority and influence, and work collaboratively with teams at all levels.
• Evidence of workflow management with the ability to effectively delegate tasks.
• Experience in change initiatives and a proven ability to design and implement change for both efficiency and enhanced customer outcomes.

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.

The extras you’ll get:

• 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 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.

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.