Lead Operations Manager in Swindon

As a Lead Operations Manager, you will play a pivotal role in driving our Operational Excellence (OpEx) agenda across Customer Service & Operations. This is a hands-on position where you will lead the delivery of continuous improvement initiatives, embed consistent ways of working, and support teams in enhancing performance, efficiency, and customer outcomes. Working closely with operational teams, you will bridge the gap between strategy and execution, translating OpEx priorities into practical, measurable actions. Through coaching, insight, and collaboration, you will help build capability across the function and embed a culture of continuous improvement into day-to-day operations.

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 nearest regional hub. There will be a need to regularly connect with colleagues for collaboration in one of our office sites.

Responsibilities:

• Lead and support OpEx improvement initiatives and apply Lean and continuous improvement tools.
• Embed standard operating procedures and daily management practices.
• Track performance and report improvement benefits accurately.
• Use data, dashboards, and metrics to identify risks and opportunities.
• Coach teams on OpEx tools and problem-solving.
• Have experience managing teams within a fast-paced or operational environment and proven ability to lead, motivate, and develop high-performing teams.
• Have strong experience engaging and managing senior stakeholders and proven ability to build credible, trusted relationships at leadership level.
• Be confident in influencing decision-making and driving alignment.

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.

Qualifications:

The extras you’ll get:

• 30 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 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.