Flow Leader in Glasgow

It’s an exciting time to be joining our Savings PCA and in life team within Retail Operations as we prepare to transform our team into one that is ready to meet the challenges of the future. Across Retail Operations, we support customers throughout their savings journey, from start to finish. We deal with a huge variety of tasks and always ensure we keep the customer at the core of everything we do by providing the best possible service.

The Flow Leader is responsible for managing intra-day workflow and daily team performance. You will act as a ‘process owner’ for the tasks within your team, ensuring colleagues have clear direction on how to deliver superb outcomes for our customers. Reporting to the Flow Manager, you will be part of the wider leadership team.

This is a 6 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 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 here

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.

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.
If you’re a colleague on long-term absence (for example, on parental leave) or a temporary worker, please use your personal email address to submit an application.

What you’ll be doing

You will need to maintain and improve day-to-day workflow performance and balance work between colleagues, helping to ensure utilisation remains high.

Short to medium term planning to ensure that you are set up to deliver and own the processes within your team, ensuring standard operation processes are up-to-date and maintained, will be key. You will also deal with local issues and escalate to a Front-Line Manager when necessary. Additionally, you’ll be supporting with some team tasks, ranging from mailbox management to quality checks, and you’ll lead and promote a Continuous Improvement culture to increase operational effectiveness.

This role also involves supporting, and in some cases, delivering training to ensure the team has the right skills to deliver. You may review productivity results and ensure Front Line Managers have the right oversight and develop and manage relationships with key stakeholders relevant to the team.

A few other responsibilities will include resolving all queries to a satisfactory conclusion and escalation of issues to your Front-Line Manager (FLM) when necessary. You will also maintain and improve day-to-day SLA performance, meeting and exceeding quality, performance, and productivity targets, and working in line with policy and regulatory requirements, ensuring key controls are maintained.

About you

The minimum requirements for the role are:

• Detailed knowledge of operational processes and savings activities
• Knowledge and confidence with providing feedback where necessary
• Experience of working in Customer Service background within Savings
• Previous experience of prioritising, managing, and distributing daily tasks to colleagues
• Confidence in leading meetings and cascading outcomes to leadership (both verbally and in writing)
• The ability to deliver high-quality work in line with Clydesdale policy and regulatory requirements

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

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

Banking – but fairer, more rewarding, and for the good of society

We forge our own path at Nationwide.

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.

What to do next

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.

The hiring manager for this role is Ash Graham, and the main recruitment contact is Jemma Ives.