Operations Support Manager in Glasgow

We’ve got a great opportunity to join the team as an Operations Support Manager within Financial Care Team supporting our Credit Card Operations. We are seeking a highly motivated and collaborative Operational Support Manager to play a key role in supporting the successful delivery of our Integration Programme. This is an exciting opportunity to work across multiple teams and stakeholders, ensuring operational activities remain aligned with programme objectives while maintaining a focus on business performance, customer outcomes, and continuous improvement.

This is a 24-month secondment 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 spend at least two days per week, or if part time you'll spend 40% of your working time, based at either our Leeds, Gosforth or Glasgow 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:

• Provide effective leadership and coordination to support the successful delivery of programme objectives while maintaining business continuity.
• Build strong relationships across departments and suppliers, ensuring operational processes are aligned.
• Support the implementation of changes that improve efficiency, service delivery, and customer outcomes.
• Monitor performance, manage risks and dependencies, identify opportunities for continuous improvement, and ensure clear communication between stakeholders.

Success in this role will require a proactive approach, strong organisational skills, the ability to influence and collaborate across teams, and a commitment to delivering sustainable operational improvements throughout the integration journey.

About you:

• Detailed knowledge of collections processes and operational activities for credit cards.
• Recent experience within a management or leadership role.
• Experience in delivering improvements in capability – both for individuals and teams.
• Track record of helping to deliver significant change.
• Experience dealing with vulnerable customers within the financial services industry.
• Training and coaching at operational level.
• Knowledge of the regulatory environment as applicable to Financial Services regulatory SLA’s etc.
• Proven experience in working with suppliers and developing strong, positive third-party relationships.

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.
• 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.