Head of Business Banking Branch & Cash Support in Glasgow

Following the acquisition of Virgin Money, Nationwide is on a bold journey to build a credible, relationship led Business Bank, combining strong customer advocacy, deep sector and local knowledge, sustainable growth and disciplined risk management aligned to the benefits of being a modern mutual. We now have a new and unique opportunity to lead the evolution and delivery of Nationwide’s SME branch, small business centre and cash services proposition, playing a pivotal role in how Business Banking customers access secure, reliable and high‑quality servicing across physical and digital channels.

This is a senior functional leadership role with clear accountability for the operating strategy, delivery and continuous improvement of SME branch and cash services, ensuring strong service reliability, robust control environments and consistent customer outcomes. Reporting to the Director of Business Direct & Customer Support, you will translate Business Banking strategy into practical operating models, delivery plans and measurable outcomes.

Leading the execution and optimisation of SME branch and cash services, you’ll ensure they are resilient, efficient and aligned to customer needs, while operating within defined governance and delegated authority. Sitting at the heart of Nationwide’s ambition to be a trusted partner for UK SMEs, you’ll be the main liaison between Business Banking and Retail Services, the branch and contact centre network, as the service offering evolves. Other key relationships will include Operations, Technology, Risk and Relationship Banking teams to enable joined‑up servicing across channels. You will ensure branch and cash services remain a critical and accessible support channel, particularly for cash‑reliant and face‑to‑face‑dependent businesses.

We are looking for a senior operations and service leader with demonstrable experience in branch operations, cash services or SME servicing within a regulated environment, with a strong track record of delivering performance, control and service improvements through matrixed teams. Just as important is a leadership style that reflects Nationwide’s values: customer first, inclusive, collaborative and principled.

Responsibilities

• Own and execute the SME branch, small business centre and cash services operating strategy aligned to Business Banking priorities.
• Translate strategic objectives into clear delivery plans, operating models and measurable service outcomes.
• Own performance across service quality, reliability, complaints drivers and SME servicing outcomes.
• Ensure services effectively support SMEs with complex and cash‑intensive needs.
• Own the operational lifecycle of SME cash services, including deposits, withdrawals, change services, collections and contingency planning.
• Partner with Retail Distribution and Operations to ensure safe, consistent and efficient execution of branch‑based transactions.
• Act as Accountable Executive for third‑party cash delivery services, ensuring effective supplier performance and service continuity.
• Evolve cash service models in response to changing demand, maintaining accessibility for cash‑reliant SMEs.
• Enable branch and small business centre teams to support SME onboarding, servicing and complex transactions with confidence.
• Define and embed operating models with Relationship Managers and Business Direct to support referrals, hand‑offs and assisted journeys.
• Own SME branch servicing frameworks including guidance, training, playbooks and quality standards.
• Improve first‑point‑of‑contact resolution through capability uplift and process improvement.
• Own delivery and performance of SME branch and cash journeys across physical, digital and telephony channels.
• Identify and implement opportunities for simplification, automation and digitisation within remit.
• Address service friction, failure points and operational inefficiencies through data‑led insight.
• Use MI to manage demand, forecast peaks and improve service resilience.
• Maintain and evidence a strong control environment across SME branch and cash services.
• Ensure compliance with Consumer Duty, AML/CTF, payments regulation and operational resilience requirements.
• Lead incident management within remit, including root‑cause analysis and remediation.
• Identify and escalate material risks, control weaknesses and regulatory concerns appropriately.
• Lead a specialist team and deliver outcomes through matrixed relationships across Retail, Distribution, Operations, Risk, Technology and suppliers.
• Build capability, consistency and delivery confidence within SME servicing and cash operations.
• Create an inclusive and accountable team culture focused on high‑quality execution and customer outcomes.
• Contribute to senior decision making through performance insight, risk escalation and evidence‑based recommendations.

Qualifications

We’ll need you to have significant experience in Banking Operations, Branch Operations, Cash Services or SME Business Banking within a UK regulated financial institution. You’ll have a strong understanding of operational controls, cash handling, fraud prevention and regulatory frameworks, alongside a proven track record of delivering reliable and efficient service outcomes. You’ll have experience leading teams and delivering through complex, matrixed environments, with the ability to translate strategy into practical delivery and measurable results. Strong stakeholder management will be essential, as you collaborate across Retail Services, Distribution, Risk, Operations and Technology to deliver joined‑up outcomes.

You’ll be comfortable operating within delegated authority, with clear accountability for performance, service delivery and control effectiveness within your remit. Your judgement will enable you to balance customer outcomes, operational efficiency and risk requirements, while identifying opportunities for improvement and modernisation. Your leadership style will be authentic and pragmatic, focused on building capability, driving consistency and delivering results. You will champion continuous improvement, operational excellence and inclusive ways of working to support both colleagues and customers.

About your rewards

We continually review and evaluate our offering to ensure we have a broad range of market competitive benefits available for our colleagues. When you put a lot in, it’s only fair to expect a lot out. So, when you help us do the right thing for our customers, we want to reward you. There are all sorts of employee benefits available at Nationwide, including:

• 30 days annual leave as standard, plus, you can ‘buy’ up to 10 extra days each year.
• Opportunity to participate in a Green Car Scheme with access to an electric vehicle (EV).
• Competitive pension contributions or a cash alternative.
• Private healthcare cover.
• Employee assistance programme.
• Life assurance – 4x your notional salary.
• Annual Performance Pay plan.
• Wellhub wellness resources.
• Flexible Benefits scheme.
• Up to 2 paid volunteering days annually.
• A wide range of voluntary benefits through salary sacrifice.

We also offer a generous range of family‑friendly policies to support you through important life events.

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 profit. We put their needs first. Always.

If you’re inspired by fairer finances, passionate about making a meaningful impact, and truly care about 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. We are purpose‑driven. Uncompromisingly customer. Unstoppably Nationwide.

What to do next

To apply, simply click the ‘Apply Now’ button. Please ensure you attach your CV and complete a few short application questions. If you’d like to find out more about the role or have any questions, feel free to contact Johanna.Polzmann@nationwide.co.uk (Executive Resourcing) for a confidential conversation.