Operations Lead in Worthing

Group Banking & Savings Operations manages processes across Savings, Personal Loans, Current Accounts and Credit Cards for both Nationwide and Virgin Money. As we continue our integration journey, we are bringing together processes, systems and ways of working to create a simpler, more efficient operation that delivers brilliant customer outcomes.

We are looking for two Operations Leads to take ownership of operational integration across Group Banking & Savings Operations. This is a unique opportunity to shape how our end-to-end processes, controls, customer journeys evolve as Nationwide and Virgin Money come together.

You will act as the operational lead for integration activity, ensuring end-to-end process performance, business readiness, customer outcomes, operational efficiency and risk considerations are reflected in integration decisions. Supported by an Integration Business Analyst, you will work across Operations, Product, Risk, Change and Technology to identify opportunities, influence decisions and ensure the successful integration of operational processes across the Group.

This is a 12 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 role, you'll be based at your nearest regional office or hub. We value time spent together to connect with colleagues for collaboration so there will be a regular requirement to attend our Swindon, Dunfermline, Glasgow or London site approximately once per week. If you are based at an office location, you'll be expected to meet our hybrid working requirement of at least two days a week, or 40% of your working time if part-time, in the office.

Responsibilities:

• Own the operational integration agenda across Group Banking & Savings Operations, ensuring that process, customer, risk and operational impacts are fully understood, assessed and effectively managed.
• Act as the operational subject matter expert within integration governance, providing insight, constructive challenge and recommendations to support informed decision-making and successful delivery.
• Review end-to-end process performance to identify opportunities to enhance customer experience, improve operational efficiency, strengthen controls and increase operational resilience.
• Use operational insight, data, colleague feedback and customer feedback to identify root causes, inform priorities and support evidence-based decisions.
• Champion continuous improvement and process excellence, helping to establish consistent and effective ways of working across the Group.
• Build strong relationships with stakeholders across Operations, Product, Risk, Change and Technology, creating alignment and ensuring operational considerations are represented in key decisions.
• Identify and manage operational risks, issues, dependencies and impacts arising from integration activity, ensuring appropriate governance, escalation and timely actions are in place.

About you:

• Experience of Banking and Savings Operations, with a good understanding of end-to-end processes, systems, services and controls.
• Experience leading integration, transformation, change or process improvement activity across multiple teams and stakeholders.
• The ability to understand complex processes, identify operational impacts and dependencies, and turn these into clear plans and actions.
• Strong process optimisation and problem-solving skills, with experience using data and insight to identify root causes and improve customer, colleague, risk and efficiency outcomes.
• Excellent stakeholder management and influencing skills, with the confidence to challenge constructively, navigate competing priorities and create shared ownership.
• Working knowledge of regulatory requirements, operational risks and customer impacts are considered throughout delivery.
• Clear and concise communication skills, including the ability to provide decision-focused recommendations and updates to senior leaders.
• A proactive and outcome-focused approach, with the confidence to escalate concerns, remove barriers and see actions through to completion.

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.

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.