Relationship Manager (9 Months)

This is an important role for Nationwide, managing and overseeing our relationship with our main credit card supplier and the associated budget. This role is a 9 month secondment and sits within the Credit Card product team, which is responsible for managing the end-to-end product experience, outcomes and commercial success. You will lead a small team to help manage the day-to-day supplier relationship, oversee a significant budget, and ensure we deliver against all our requirements under Nationwide\’s supplier management framework. In this role you\’ll focus on supporting the wider business to maximise the benefits derived from the outsourced service, in particular working with both our Retail Services team and members of our CIO team to ensure we receive a high quality service for credit card servicing and our technology platform. We are happy to consider flexible working approaches to help you perform at your best. The working hours (per week) for this role can be between 28 and 35. 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, Swindon, Northampton, Bournemouth, Sheffield, Wakefield or Dunfermline office. Whilst these locations are where we are primarily looking to fill the role, if you\’re an internal applicant based in a different location we would welcome your application and if successful, your hiring manager will provide further details on how this could work for this specific role. You can also find out more about our approach to hybrid working here. This is a 9 month fixed term contract opportunity.What you\’ll be doing Effective management of the relationship with our third party supplier is key to the success of our credit card business. You will be a central contact helping to ensure a productive working relationship and supporting the resolution of any emerging issues, while ensuring they are held to account against their contractual requirements. We are looking for somebody who will be able to maintain and develop our governance and controls, supporting delivery of our ambitious plans for the product. As Relationship Manager you\’ll:

• Have day to day accountability for the governance of an outsourced service delivered by the third-party supplier, representing Nationwide\’s strategic, operational, and commercial interests at a detailed level.
• Leverage value from the contract by challenging day to day activity of the third-party supplier and seeking opportunities to optimise supplier performance, through negotiations and influencing of senior managers.
• Support a variety of Nationwide stakeholders by coordinating required supplier communications ed and effective manner to bridge the gap between supplier and Nationwide, including audit management and oversight.
• Ensure supplier delivery by establishing constructive relationships, embedding processes and ways of working, acting as an effective interface between Nationwide and the third-party supplier.
• Work with your team to build a detailed knowledge of our processes and procedures for the governance of the third-party supplier, ensuring that robust controls are in place to protect the Society.
• Create an atmosphere of confidence and accountable freedom to deliver the solutions, developing and maintaining strategic, commercial, and operational relationships.
• Own appropriate mandates for supplier financials including approving costs and providing contractual approvals as required.
• Be an active part of the Supplier Relationship Management team, implementing and cascading the business strategy to ensure key deliverables are met.
• React to emerging regulation, thematic reviews and decisioning and ensure we fully comply with all legal and regulatory requirements.

  Playing a key role within the team means as a minimum you\’ll have:

• Experience within a relationship management role and/or extensive engagement with senior stakeholders at a third party.
• Proven track record of influencing and issue resolution at a senior level, both across the business and with a third party.
• Commercial and financial acumen with experience managing budgets and/or contracts and owning forecasts and outturns.
• Experience of building strong relationships with colleagues across the Society and helping to resolve cross business issues.
• Experience analysing data and identifying issues with a strong attention to detail.
• Knowledge and experience of SLA frameworks and managing supplier performance against SLAs.
• Experience managing supplier risk frameworks and contributing to business risk frameworks.

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

  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.Life at Nationwide Some of the things that matter most to us: Delivering fairer finances and having a positive impact on customers\’ lives. Being truly inclusive. Rewarding high performance.

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

• A personal pension – if you put in 7% of your salary, we\’ll top up by a further 16%
• Up to 2 days of paid volunteering a year
• Life assurance worth 8x your salary
• A great selection of additional benefits through our salary sacrifice scheme
• Wellhub – Access to a range of free and paid options for health and wellness.
• Access to an annual performance related bonus
• Access to training to help you develop and progress your career
• 25 days holiday, pro rata