This is a great opportunity for an individual who wants to develop their career in Mortgages. As a key team member within our Nationwide & The Mortgage Works Incident and System Assurance team, you’ll play a key role in putting things right for mortgage customers, delivering enhancements to get things right first time and ensuring the team’s visibility across the wider business.
You’ll be an expert in problem management, with responsibility for managing small to medium mortgage incidents, or supporting on larger incidents, identifying areas for improvement, and resolving complex and high-profile issues as they arise. You’ll lead and deliver small to medium remediations efficiently or support the team on high-profile incidents.
We are happy to consider flexible working approaches to help you perform at your best.
The working hours (per week) for this role can be between 32 and 35 hours.
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 Swindon, Northampton, Bournemouth or London 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.
Responsibilities
What you’ll be doing
As an Assistant Product Manager within the incident management and system assurance team, you will predominantly cover The Mortgage Works (TMW) incidents, fostering a culture of accountability, collaboration, and customer focus whilst, owning and maintaining relevant frameworks, ensuring clarity and alignment with wider remediation teams.
Your responsibility will also include reporting and governance of owned incidents within the Nationwide and TMW mortgages estate and you will be expected to consider the impact of your activity across the wider mortgages landscape.
You will form part of the team responsible for locally led remediation of mortgage incidents, ensuring the response is fit for purpose, meets customer and regulatory expectations, and supports good outcomes and commercial requirements.
You will also be responsible for the management of demand and resourcing for individually owned incidents, with broader deliverables in mind, whilst also taking responsibility for tactical and strategic resolutions, utilising data to help ascertain size and scale of incidents and read across considerations.
Working closely with internal stakeholders, including Remediation Centre of Excellence, 2nd Line Compliance, Legal, Risk Partnering, and Business Services, to ensure a coordinated approach will form a key part of this role.
This is a fast-paced environment, and you will work on a variety of mortgage incidents whilst coordinating activity amongst stakeholders. You’ll need to be flexible in your approach depending on the demand to get it done.
About you
The minimum requirements for this role are:
- Experience in incident management within financial services
- Working knowledge of the UK Buy-to-Let Mortgage market
- A history of working in a project-based environment with responsibility for leading or supporting change
- Demonstrable experience of self-managing development to drive a high-performance
- Proven stakeholder management skills (including verbally and in writing) with the ability to influence at senior levels
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.
QualificationsThe extras you’ll get
There are all sorts of employee benefits available at Nationwide, including:
25 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.
