Senior Operations Manager - Business Contact Centre

We are seeking an experienced Senior Operations Manager to lead a large, business banking contact centre that is responsible for delivering brilliant customer experiences for businesses of all sizes across telephony and chat channels. 

We support small and medium businesses and 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 ready to deliver more ‘simply brilliant experiences’. 

The Senior Operations Manager is responsible for strategic and operational leadership, including delivering brilliant customer experiences. 

You will be responsible for in-house and outsourced operations that support customers via telephony and live chat channels. 

You will be responsible for embedding a culture of continuous improvement and high-performance and ensuring operational capability aligns with the Society’s strategic priorities.

Working in close partnership with senior leaders and cross‑functional stakeholders, the role plays a key part in shaping and delivering strategic change initiatives, ensuring that customer outcomes and operational resilience are integral to decision‑making.

The team work operational hours Monday to Sunday so there may be a need to work weekends occasionally to support business needs. 

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 Glasgow hub. There will be a need to regularly connect with colleagues for collaboration events, this is anticipated to be weekly in Glasgow. 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.

Whilst these locations are where we are primarily looking to fill the role, if you’re an internal applicant based in a different location, we would welcome your application and if successful, your hiring manager will provide further details on how this could work for this specific role. 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.
 
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

Own performance outcomes across customer experience, customer outcomes and colleague engagement. 

Lead and develop Operations Managers who lead telephony and live chat servicing channels and Operational Excellence Operations Managers who lead coaches with responsibility for embedding customer experience standards. 

Embed a customer-first and inclusive culture creating an ‘uncompromisingly’ customer focused environment. 

You will create a high-performance culture ensuring you and your direct reports role model customer first and leadership behaviours. 

You will represent the voice of the customer and engage closely with senior stakeholders across business banking including, Business Direct, CX & Insight, Risk & Control, Conversational Banking, Forecasting & Planning and third-party service providers. 

Launch a new servicing proposition designed to enable growth and enhanced customer experiences across Small & Medium sized customers. 

Oversee resolution of complex and high-impact customer issues, complaints and escalations.

About you

As a minimum requirement, you’ll have:

• Experience leading larger scale contact centre teams across telephony and chat channels
• Successfully built high-performing and successful teams 
• Demonstrable experience working telephony platforms, such as AWS (Amazon Connect), utilising the benefits servicing benefits that come with it 
• Been accountable for service levels, customer experience, complaint reduction, risk & colleague engagement
• Led teams through large-scale change (technology, cultural and process)

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.