Performance Manager in Glasgow

The Performance Manager is accountable for driving the performance of Group Banking & Savings Operations through effective governance, insight and delivery oversight. The role ensures strategic priorities translate into measurable outcomes, performance issues are identified and addressed, and leaders have the information and challenge needed to make informed decisions and deliver results. Group Banking & Savings Operations manages back-office processes across Savings, Personal Loans and Personal Current Accounts across both brands. We are bringing teams together, simplifying and integrating how we work, and building an operation that consistently delivers brilliant outcomes for customers and members.

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. Nationwide is committed to the redeployment of our employees impacted by change, as such applications for redeployment candidates will be prioritised in this recruitment process. If you’re a colleague on long-term absence (for example, on parental leave) or a temporary worker, please use your personal email address to submit an application.

Responsibilities

What you’ll be doing:

• Drive accountability for the delivery of strategic priorities by ensuring that all risks, actions and dependencies are clearly understood, appropriately owned and progressed through to successful completion.
• Provide leadership and oversight to ensure delivery remains focused on agreed objectives and that any emerging issues are addressed in a timely and effective manner.
• Lead the performance narrative within senior governance forums, presenting clear and meaningful insights, offering constructive challenge where appropriate, and providing recommendations that support informed decision-making and effective prioritisation.
• Ensure stakeholders have the information required to understand performance, assess risks and make timely decisions.
• Translate strategic objectives into measurable outcomes by establishing clear success measures, monitoring performance against targets and taking proactive action when delivery is not progressing as expected.
• Identify and escalate barriers, risks and dependencies, ensuring the right support and decisions are secured to maintain momentum and achievement of objectives.
• Drive performance improvement through the analysis of trends, root causes, risks and opportunities.
• Work collaboratively with leaders and stakeholders to develop and implement sustainable solutions that improve customer outcomes, increase operational efficiency and strengthen organisational resilience.
• Provide oversight and direction across a range of key operational priorities, including operational excellence, demand and capacity analytics, workflow and system optimisation, automation initiatives, end-to-end customer journey improvements, integration activities, change prioritisation and workforce resilience planning.
• Build and maintain strong partnerships across Product, Finance, Risk, People, Data & Insight, Change and Technology teams to ensure strategic alignment, remove barriers to delivery and maintain a focus on achieving the outcomes that deliver the greatest value for customers and the organisation.

About you

You will have:

• Strong experience in performance management or business planning within a complex organisation, translating strategy into delivery and measurable outcomes.
• Excellent analytical skills, with the ability to challenge data, identify root causes and provide actionable recommendations.
• Experience establishing performance measures, milestones and success criteria, and holding teams accountable for delivery.
• Strong influencing and communication skills, with the confidence to challenge senior stakeholders and manage competing priorities.
• Commercially aware and customer-focused, balancing service, risk, people, capacity and cost considerations.
• Proven ability to manage multiple priorities, make sound decisions and deliver results in a fast-paced, changing environment.
• Experience producing high-quality performance reporting, governance packs and executive-level updates.
• Proactive and solutions-focused, taking ownership of issues and driving actions through to completion.
• Advanced Microsoft Office skills, particularly in PowerPoint and Excel, with the ability to communicate complex information clearly and effectively.

Our customer first behaviours

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:

• 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.

Banking – but fairer, more rewarding, and for the good of society. We forge our own path at Nationwide. 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.

What to do next

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. The hiring manager for this role is Damian McVey, and the main recruitment contact is Angela Darbar.