At a Glance
- Tasks: Join our team to optimise resource planning and enhance customer resolutions through data-driven insights.
- Company: Nationwide, a mutual bank focused on fairer finance for customers and communities.
- Benefits: Enjoy flexible working, competitive salary, private medical insurance, and generous pension contributions.
- Other info: Hybrid working model with opportunities for personal growth and community engagement.
- Why this job: Make a real impact by improving customer experiences and driving operational excellence.
- Qualifications: Strong Excel skills, experience in forecasting, and excellent stakeholder management abilities.
The predicted salary is between 37800 - 46200 £ per year.
We're looking for a Performance & Operations Senior Consultant to join the Customer Resolutions Operations Planning Team, supporting with resource planning, forecasting, telephony management, operational performance reporting and financial processes across Customer Resolutions. In Customer Resolutions we put things right when they go wrong for our customers and learn from this insight to stop issues happening again. We're a specialist operational area focused on resolving complaints, remediating incidents, and operating customer data processes.
This role offers the opportunity to influence planning decisions across a diverse portfolio of remediation programmes and operational activities. You'll use data and forecasting insight to support resource allocation, financial management and operational performance, whilst building strong relationships with stakeholders across Customer Resolutions. You’ll play a key role in developing resource plans, maintaining MI and reporting, supporting telephony operations, and ensuring forecasting assumptions and budget tracking remain aligned with operational delivery.
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 hours. This is a 12 month Fixed Term Contract 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 be located at our nearest regional office or hub. There will be a need to regularly connect with colleagues for collaboration and in some locations you’ll be expected to spend at least two days a week, or if part time you'll spend 40% of your working time, in the office.
If your application is successful, your hiring manager will provide further details on how this works. If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.
The extras you’ll get include:
- 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
What you’ll be doing:
You will be responsible for producing and maintaining resource and capacity plans for Remediation projects, working closely with stakeholders to understand demand requirements and support planning decisions. The role involves developing forecasting models and performance insights, including utilising reporting from Active Ops (AOM) Control IQ, to support operational decision-making and effective resource management across multiple workstreams. You will also design, develop and maintain Power BI dashboards and reporting solutions, providing meaningful telephony and people performance insights, while supporting telephony operations across Customer Resolutions through Amazon Connect (AWS) line management, real-time performance monitoring, rota management and operational readiness activities.
In addition, you will support key financial processes, including quarterly budget refreshes, month-end reconciliations, cost centre reporting and budget tracking to ensure forecasts remain aligned with business performance. The role requires analysing complex datasets to identify trends, risks and opportunities, translating findings into clear and actionable recommendations for stakeholders. You will drive continuous improvement across planning processes, reporting capabilities and operational ways of working to enhance efficiency and business insight, while building and maintaining strong relationships across Customer Resolutions and wider support functions to understand business requirements and deliver effective planning and reporting solutions.
About you:
We're looking for a highly organised individual who can manage multiple priorities in a fast-paced environment, work independently and build strong relationships across a wide range of stakeholders. You'll enjoy solving problems, working with data and influencing operational decisions through insight and forecasting expertise. You'll be comfortable balancing attention to detail with the ability to understand the wider operational picture.
As a minimum requirement you'll have:
- Advanced working knowledge of Microsoft Excel, including complex formulas, PivotTables, PowerQuery and ideally VBA, alongside strong knowledge of Microsoft Office applications
- Forecasting, capacity planning or workforce planning experience in an operational environment, with working knowledge of workflow management principles
- Experience using data and MI to support operational decision making, with PowerBI experience highly desirable
- Proven analytical and problem-solving skills, with the ability to translate data and forecasts into clear, accurate and actionable insight for a range of stakeholders
- Confident stakeholder management and communication skills, with the ability to influence outcomes, challenge constructively and build effective working relationships
- Proven ability to manage competing priorities and consistently deliver high-quality outputs to deadlines
You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these.
P&O Senior Consultant in Chester employer: Nationwide
As a leading employer in the banking sector, we offer a dynamic work environment that fosters collaboration and innovation. Our commitment to employee growth is evident through tailored development programmes and a supportive hybrid working model, allowing you to balance your professional and personal life effectively. Join us to be part of a high-performing team dedicated to enhancing customer experiences while driving operational excellence.
StudySmarter Expert Advice🤫
We think this is how you could land P&O Senior Consultant in Chester
✨Tap into Consulting Networks
Get active in local management consulting networks and organisations. Attend meetups, workshops, or webinars specific to consulting where you can connect with professionals who may know of temporary roles opening up at places like Nationwide. Don’t underestimate word-of-mouth – it’s massive in our field!
✨Show Off Your Skills in Real-Time
As a temporary hire, you need to demonstrate your value quickly. Consider creating a mini-case study or analysis relevant to the industry and share it on platforms like LinkedIn or even during networking events. This can be an impressive way to showcase your analytical skills and problem-solving prowess – just what consulting firms are looking for!
✨Check for Temporary Roles on Niche Job Boards
Look for temporary roles on specialised job boards for consulting gigs rather than just generic platforms. Websites like Consultancy.uk or even the Careers pages of major firms could have short-term projects or roles that are perfect for you to jump in at Nationwide.
✨Leverage University and Alumni Resources
If you’re fresh out of uni or connected with a local institution, take advantage of their career services and alumni networks. Many universities have exclusive connections to consulting firms seeking temporary help. Plus, it’s a great way to meet other aspiring consultants who might share leads about opportunities at Nationwide.
We think you need these skills to ace P&O Senior Consultant in Chester
Some tips for your application 🫡
Showcase Your Analytical Skills:In management consulting, employers love to see your problem-solving abilities right from the get-go. Be sure to highlight any relevant analytical projects you've worked on, particularly those that show how you tackled complex problems. If you’ve done any case studies or analysis during your studies, throw those in your CV!
Tailor Your Experience for the Role:Since this is a temporary position, your application should reflect your adaptability and relevant experience quite clearly. Focus on showcasing experiences that demonstrate your ability to hit the ground running, like previous projects, internships, or freelance gigs in consulting or project management.
Craft a Targeted Cover Letter:Your cover letter is your chance to sparkle! Use it to explain why you're interested in this temporary role at Nationwide and how your skills suit the specific project needs. Remember to mention how you can provide immediate value based on your past experiences.
Include Certifications or Relevant Training:If you've got any certifications like PMP, Six Sigma, or even coursework that’s super relevant, make sure to list those in your application. Management consulting can be competitive, and these extra qualifications can help you stand out in the recruitment process.
How to prepare for a job interview at Nationwide
✨Prepare for Case Studies
In management consulting, case study interviews are a big deal. Expect to tackle real-world business problems on the spot. We should practise structuring our thoughts, developing hypotheses, and presenting our solutions clearly, as this is what firms like Nationwide will want to see.
✨Show Off Your Problem-Solving Skills
You’ll need to demonstrate strong analytical skills and logical reasoning. Brush up on frameworks like SWOT or Porter's Five Forces, as these can come in handy. Think of instances from your experience where you tackled a complex issue—this could set you apart when speaking to Nationwide.
✨Highlight Your Adaptability
Since this is a temporary role, it's crucial we showcase our ability to hit the ground running. Have examples ready that illustrate how we've adapted quickly in past positions or projects. This shows that we can contribute effectively from day one at Nationwide.
✨Be Ready to Discuss Cultural Fit
Temporary roles often come with a focus on team dynamics. Prepare to discuss how we align with the values and culture at Nationwide. We want to highlight our teamwork experiences and how we can mesh with their consulting teams, making it clear that we're not just looking to fill a spot but to add value.
