As a Business Operations Manager, you’ll play a critical leadership role within the Business Operations team, shaping how we deliver outstanding service to our Business Banking customers. You’ll lead large, specialist fulfilment teams responsible for Onboarding business & savings customers and delivering operational journeys, ensuring customers experience a seamless, efficient, and high-quality service every time they engage with us.
You’ll be accountable for the day-to-day operational performance across your team, balancing customer experience, productivity, colleague engagement, cost efficiency, and risk management. Working closely with senior stakeholders across Business Banking, Commercial, Digital, Risk and Product teams, you’ll help deliver service improvements that align with our strategic priorities and support sustainable growth.
This is a highly visible role where you’ll influence how the onboarding customer journey evolves, championing continuous improvement and using insight, data, and colleague feedback to simplify processes and improve outcomes. As a senior leader, you’ll create a positive, inclusive culture where colleagues feel supported, skilled, and motivated to perform at their best.
If you’re an experienced operations leader who is passionate about customer experience, people leadership and driving meaningful change at scale, this role offers the opportunity to make a real impact.
We support small and medium-sized businesses as well as 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 to deliver more ‘simply brilliant experiences’.
This role sits within Business Banking Operations, reporting to the Senior Operations Manager. The function is responsible for delivering end‑to‑end operational fulfilment for Business Banking customers, with specific leadership of onboarding business and savings customers through digital and manual journeys and service excellence.
As Business Banking Operations Manager, your purpose is to lead and optimise operational teams that support customers through multiple channels. You’ll ensure services are delivered efficiently, safely, and in line with regulatory and risk standards, while continuously improving how we serve our customers.
You’ll work across the wider organisation to shape customer journeys, influence operational strategy and support change initiatives that enhance customer experience and reduce cost to serve.
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 our Glasgow office. If you’re based at our Glasgow office, this will apply from 1 April 2027 and ahead of that there will be a need to regularly connect with colleagues for collaboration events. 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.
Nationwide is committed to the redeployment of our employees impacted by change, as such applications for redeployment candidates will be prioritised in this recruitment process.
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.
