Operations Excellence Coach - Small Business Teams

As an Operations Excellence Coach supporting our Business Manager and Relationship Manager teams, you’ll play a key role in developing capability, improving consistency and strengthening customer relationships. You’ll work closely with leaders and customer-facing colleagues to deliver coaching that enhances both customer and commercial outcomes. Using insight and performance data, you’ll drive meaningful improvements in how we support our business customers.

This role sits within Business Banking, supporting our Business Manager and Relationship Manager teams to deliver consistently strong outcomes for our customers. As part of our Operational Excellence function, you’ll focus on building capability, improving performance and embedding a shared standard of excellence. You’ll work closely with Business Managers and Relationship Managers, observing how customer relationships are managed and providing targeted coaching to strengthen performance, quality and consistency.

You’ll play a key role in helping to create a culture of continuous improvement, enabling teams to build the right habits, improve how they manage customer relationships and deliver better outcomes for both our customers and the business.

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 London or Northampton office. If you are aligned to our Glasgow or Edinburgh hub, there will be a need to regularly connect with colleagues for collaboration events. This is anticipated to be weekly in Glasgow or Edinburgh.

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.

You’ll observe and support Business Managers and Relationship Managers in their day-to-day roles, coaching them to enhance customer conversations, manage complex interactions and deliver strong outcomes. You’ll use performance data, customer feedback and quality insight to identify opportunities and translate these into practical coaching and development plans.

You’ll also work with leaders to embed consistent leadership routines that drive accountability and behavioural change focusing on improving performance. A key priority will be challenging existing ways of working, embedding a continuous improvement mindset and ensuring The Standard is clearly understood and consistently applied, supporting improved customer experience and stronger business outcomes.

About you

As a minimum, you will have:

• Experience coaching colleagues in Business Banking, relationship management or customer-facing roles
• Understanding of customer relationship management and delivering customer outcomes
• Ability to use insight and performance data to identify improvement opportunities
• Experience coaching complex customer interactions and decision-making
• Stakeholder engagement and influencing skills

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:

• 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

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.

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.