As a Business Operations Manager, you’ll play a critical leadership role within the Business Operations team, shaping how we deliver outstanding service to our Business Banking customers. You’ll lead large, specialist fulfilment teams responsible for Onboarding business & savings customers and delivering operational journeys, ensuring customers experience a seamless, efficient, and high-quality service every time they engage with us.

You’ll be accountable for the day-to-day operational performance across your team, balancing customer experience, productivity, colleague engagement, cost efficiency, and risk management. Working closely with senior stakeholders across Business Banking, Commercial, Digital, Risk and Product teams, you’ll help deliver service improvements that align with our strategic priorities and support sustainable growth.

This is a highly visible role where you’ll influence how the onboarding customer journey evolves, championing continuous improvement and using insight, data, and colleague feedback to simplify processes and improve outcomes. As a senior leader, you’ll create a positive, inclusive culture where colleagues feel supported, skilled, and motivated to perform at their best.

If you’re an experienced operations leader who is passionate about customer experience, people leadership and driving meaningful change at scale, this role offers the opportunity to make a real impact.

We support small and medium-sized businesses as well as larger enterprises to build livelihoods, create jobs, and power local economies. We are ambitious, we want to grow and scale our business, and we are investing in our Business Banking teams to get ready for growth and to deliver more ‘simply brilliant experiences’.

This role sits within Business Banking Operations, reporting to the Senior Operations Manager. The function is responsible for delivering end‑to‑end operational fulfilment for Business Banking customers, with specific leadership of onboarding business and savings customers through digital and manual journeys and service excellence.

As Business Banking Operations Manager, your purpose is to lead and optimise operational teams that support customers through multiple channels. You’ll ensure services are delivered efficiently, safely, and in line with regulatory and risk standards, while continuously improving how we serve our customers.

You’ll work across the wider organisation to shape customer journeys, influence operational strategy and support change initiatives that enhance customer experience and reduce cost to serve.

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 our 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.

Virgin Money is now part of Nationwide

Nationwide acquired Virgin Money in October 2024. Virgin Money continues to serve customers on the high street, and there will be a phased and considered integration over the coming years.

You’ll be employed by Nationwide from day one, delivering real impact and benefitting from a highly competitive range of benefits. We’re a workplace where you’re rewarded, recognised and celebrated.

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.

What you’ll be doing

You’ll lead Business Banking operational onboarding of business and savings customers’ fulfilment teams, with accountability for delivering high‑quality customer outcomes across lending and key service journeys. You’ll balance customer experience, operational performance, cost efficiency, and risk, ensuring service levels and regulatory standards are consistently met. Working closely with senior stakeholders across Business Banking, you’ll drive continuous improvement, shape processes and customer journeys using insight and performance data. As a senior leader, you’ll set clear direction, build an inclusive culture, and develop teams to deliver sustainable performance and outstanding service.

About you

As a minimum, you’ll have:

• Proven experience leading large operational teams who onboard business customers within a regulated financial services environment
• An exceptional track record of delivering high standards of customer service alongside efficiency, productivity and cost targets
• Demonstrable experience managing operational risk, compliance and control frameworks
• Experience using data and insight to improve processes, customer journeys and colleague performance
• Confident senior stakeholder management skills, with the ability to influence, collaborate, and drive change across teams

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

There are all sorts of employee benefits available at Nationwide, including:

• 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 Craig Briggs- Jones, and the main recruitment contact is Lina Dzigele.