Job Description

Step into an exciting opportunity as a Senior Operations Manager within Fraud Operations, part of Protect, where you'll play a vital role in safeguarding customers and tackling economic crime. This is a purpose-driven leadership position in a fast-paced, evolving environment where no two days are the same. You'll help shape the future of fraud operations, driving innovation, enhancing customer outcomes, and supporting a transformation journey focused on data, automation, AI, and digital technology.

As a senior leader, you'll inspire and lead a large, high-performing customer operations function, overseeing inbound telephony, digital channels, chat and alert management activities. You'll ensure outstanding service delivery while achieving key performance, quality, efficiency and customer experience objectives. You'll bring proven experience leading large-scale telephony teams within financial services, a strong track record of operational excellence, and the ability to translate strategic vision into results. With a mindset that challenges convention and continually pushes for better, you'll champion new technologies, motivate teams to achieve exceptional performance, and help build a future-ready operation that protects customers while delivering seamless service.

We are happy to consider flexible working approaches to help you perform at your best.

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, Swindon, Dunfermline, London, Bournemouth or Sheffield 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

Step into a role where no two days are the same, combining purpose, pace and the opportunity to make a real difference for customers. You'll lead a broad range of responsibilities across Fraud Operations, ensuring customers receive outstanding support within agreed service levels, maintaining exceptional quality standards, and helping to minimise fraud losses through effective investigations and customer interactions. At the same time, you'll foster a high-performing, inclusive and motivated culture where colleagues can thrive and deliver their very best.

Working at the heart of a critical function, you'll drive a strong control environment across Fraud Operations, overseeing risk and issues management while supporting audits and reviews. Partnering closely with the Head of Fraud Operations and the wider senior leadership team, you'll play a key role in shaping the future of the function, leading strategic transformation initiatives, identifying opportunities for continuous improvement, and delivering efficiencies that enhance both customer outcomes and operational performance. This is a unique opportunity to influence change, embrace innovation and help build a more resilient, forward-looking operation.

About you

As a minimum, you will have:

• A proven track record of leading high-performing operations teams, delivering strong audit outcomes, low operational losses and exceptional performance across key metrics including service levels, quality, productivity and efficiency.
• Extensive experience as a senior operations leader, with a deep understanding of operational leadership fundamentals and a passion for driving outstanding customer and business outcomes.
• Significant experience leading large-scale transformation programmes, including the design and delivery of enhanced customer journeys, new contact channels, automation, AI solutions and technology-driven operational improvements.
• The ability to build and maintain strong relationships across a wide range of stakeholders, with a demonstrated history of influencing and collaborating effectively with teams such as Workforce Management & Planning, Finance, Transformation, Retail Operations, Risk and Technology.
• Experience representing an organisation externally, building credibility and maintaining strong relationships with key industry stakeholders and partners.
• A strategic mindset combined with a hands-on approach, with the ability to inspire teams, lead through change and deliver sustainable improvements in a fast-paced operational environment.

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.

Qualifications

The extras you'll get

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

• 30 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.

Keeping your data and personal information confidential is important to us. To find out more about how we use and process your data, please read our Privacy policy.

If you want to find out more about using AI in our recruitment process, please read more here.

Disability Confident

We're not just guided by data, we're driven by the real experiences of our people. We're a Disability Confident Level 3 Leader, the highest level.

That's why we're constantly evolving our policies and practices to make sure everyone feels genuinely supported, valued, and empowered to champion inclusion. Whatever your needs, we're here to support you. If you need any additional support throughout your application journey, email our team at Recruitment Support.

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