At Nationwide we aim to get things right first time but when something does go wrong, we pride ourselves in putting it right for our customers quickly and efficiently. As our name suggests, the Remediation Centre of Excellence is a specialised cross-community capability which rapidly assimilates knowledge and builds an understanding of emerging issues and incidents to effectively manage and plan the required remediation for impacted customers.

The Remediation Centre Programme Manager is a specialist role; you’ll be responsible for leading a team of delivery experts to respond to remediations and put right issues as they arise with pace and accuracy. Leading the remediation through the lifecycle to determine the root cause, size, and scope, implement the fix forward, timebox the issue, mobilisation of the resources and define & action activity needed to put it right. The Remediation Programme Manager will champion a culture of pushing for better for our members and colleagues, and develop an environment to nurture, develop and grow talent.

This is a 12 month Fixed Term Contract 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 Northampton or Swindon office. 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.

If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.

What you’ll be doing

As a Remediation Programme Manager in the Incident Response team your responsibilities will include:

Delivery of a complex portfolio of remediation and put right activities within the agreed parameters and against a robust delivery schedule whilst following the delivery methodologies set out in the Remediation Framework and Principles and provide strong leadership to the team, and lead on delivery related decisions to maintain pace against agreed priorities and schedules

Within remediation there are high levels of ambiguity at points of the lifecycle, therefore you are required to anticipate problems before they occur; identify possible causes and work with colleagues to implement the solution.

You will also develop and maintain strong cross-community relationships with key stakeholders and MRT (Material Risk Takers) across the business as well as ensure the Customer is central to all activity, customer experience is maintained and where possible improved through putting things right

About you

The minimum requirements for the role are:

• Remediation experience and extensive knowledge and understanding of change management, transformation of substantial change initiatives and a robust working knowledge of change management
• Proven track record of Risk Management as well as an understanding of organisational processes and customer impacts
• Strong storytelling experience with the ability to bring complex information to life and the capability to communicate with key stakeholders at all levels including external auditors and the Regulator
• Experience decision making where there is limited data or insight available
• Outstanding interpersonal skills, experience of leading a high performing team, providing performance feedback, career guidance and coaching to help staff be their best and deliver efficiently to the highest quality
• Experience working to tight deadlines and manage and track team priorities, often working reactively under pressure with short lead times or with minimal notice
• Relationship management and stakeholder management skills, including the ability to provide constructive advice and challenge to senior stakeholders, whilst also managing expectations

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:

• 30 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

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.