As an Operations Manager – Operational Excellence, you’ll play a pivotal role in how we consistently deliver brilliant customer experiences across Business Banking. Leading a team of Operational Excellence Coaches, you’ll focus on embedding “The Standard” through strong leadership rhythm and routines, high‑quality coaching, and continuous performance improvement.
This role is about setting clear expectations for what great looks like, supporting leaders and Relationship Managers to build the right habits, and ensuring customer experience sits at the heart of how we run the business. If you’re passionate about coaching, operational excellence, and enabling leaders to perform at their best, this is a role where you can make a real and lasting impact.
This role sits within Business Banking, supporting teams across Business Direct to deliver consistently strong customer outcomes. The Operational Excellence function exists to raise capability, improve performance, and embed a shared standard of excellence across leaders and teams.
As the Operations Manager – Operational Excellence, you’ll be responsible for leading a specialist coaching team and working closely with senior leaders, team managers, Business Managers, and Relationship Managers to embed effective leadership rhythm and routines, strengthen coaching capability, and ensure The Standard is lived every day. The impact of this role is seen directly through clearer expectations, simpler ways of working, and more consistent customer experiences.
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 or London offices, or our hubs in Edinburgh or 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.
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 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.
