Front Line Manager in Glasgow

As a Front Line Manager, you will be responsible for managing a team and supporting them to deliver the best performance possible by monitoring core Key Performance Indicators and enabling your team to meet these and constantly strive to improve to deliver the best possible experience for our members and maximise our commercial growth.

This role is within the Business Banking Operations Onboarding team which is responsible for managing customer applications by completing appropriate due diligence checks for business current account and deposit products whilst also delivering a simply brilliant experience to ensure our customers have the best possible onboarding experience. The team operates from Monday to Sunday, so you may need to occasionally work weekends to support business requirements.

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 Glasgow or Leeds office.

If you’re based at our Glasgow office, this will apply from 1 April 2027 and ahead of that there will be a need to regularly connect with colleagues for collaboration events. 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.

Responsibilities:

• Monitoring KPI’s for colleagues to assess performance supporting colleagues to continue developing where performance is being met or providing additional support where performance requires improvement.
• Motivating a team of colleagues with regular engagement, completing monthly performance reviews to drive the best possible performance.
• Supporting our customer experience by reviewing MI (Management Information) from customers who have been onboarded to recognise colleagues and drive improvements.
• Completing other people-related activities such as return to works, managing conduct issues, and performance management in line with our HR policies.

About you:

• Experience of People leadership and managing colleagues.
• Knowledge of our business banking processes and onboarding journeys.
• Experience of reviewing MI and measuring this to determine colleague performance in line with our performance framework.
• Experience of measuring customer experience, driving ongoing improvements and impact assessing changes made.
• Awareness of HR related policies.
• Continuous improvement experience.
• Experience of change management.
• Experience of risk management and monitoring control effectiveness.

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.
• Say it straight - We are brave in speaking out and saying what we think – we’re honest and direct with good intent.
• 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:

• 25 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.