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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior Manager Operational Performance & Process - **Company:** Nationwide - **Location:** Swindon, UK (Remote available) - **Experience:** Expert - **Salary:** £45,042.0 - **Contract:** Temporary contract - **Skills:** Microsoft Access, Artificial Intelligence, Knowledge Management, Operational Data Store - **Published:** November 6, 2026 - **Apply:** https://www.adzuna.co.uk/jobs/details/5955435719 ## About the Role To be considered, you'll need to demonstrate the following essential experience and skills: * Demonstrable senior-level experience of leading operational excellence and performance improvement in a complex customer service environment, translating strategy into clear priorities and measurable, sustained improvements. * Proven experience of leading coaching activity and embedding consistent service standards, effective performance conversations and operational routines that strengthen colleague capability and customer outcomes. * Experience of owning and improving operational processes and knowledge management, keeping guidance accurate, accessible and effective, with an understanding of how AI tools can support knowledge maintenance and access. * Strong analytical and problem-solving skills, using operational data and colleague and customer feedback to identify performance gaps, simplify journeys, prioritise action and assess the impact of improvements. * Strong stakeholder management, influencing and communication skills, with experience of aligning senior leaders, shared services and strategic partners around business priorities, setting clear service expectations and holding partners to account for delivery. * Experience of maintaining operational performance through change, coordinating competing priorities and embedding new products, processes or ways of working while sustaining service consistency and customer outcomes. 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. ## Description We are seeking a Senior Manager, Operational Performance & Process to drive operational excellence and sustained high performance across Business Banking as part of our Operational Excellence team. You will create the conditions for consistently strong operational delivery, embedding clear performance expectations, disciplined execution and continuous improvement across Business Banking Operations. You will lead Operational Excellence Coaching, embedding Simply Brilliant 'The Standard' and the rhythms and routines that sustain high performance across all operational areas. You will own Process & Knowledge, ensuring colleagues have clear, accurate and accessible guidance to deliver confident, consistent customer service. Working with shared services and specialist partners, including Workforce Planning & Performance and Conversational Banking, you will align support to Business Banking priorities and drive delivery against performance expectations. You will be accountable for Operational Performance & Process across both VM and NBS, sustaining strong delivery through the NBS product launch, supporting continued performance and growth on VM, and maintaining operational effectiveness throughout migration to NBS products. Partnering closely with senior leaders across Business Direct & Customer Support (BD & CS), you will translate operational needs into clear priorities and coordinated action, holding shared services and strategic partners to account for delivery. 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 nearest regional office or hub. There will be a need to regularly connect with colleagues for collaboration and in some locations, you'll be expected to spend at least two days a week, or if part time, you'll spend 40% of your working time, in the office. If your application is successful, your hiring manager will provide further details on how this works., What you'll be doing You will shape and lead the Operational Excellence strategy for Business Direct & Customer Support (BD & CS), translating business priorities and colleague and customer insight into practical improvements that enable sustained high performance. Working with stakeholders across Business Banking, Retail and Branch, you will align the approach to Simply Brilliant 'The Standard' across Business Banking operational teams and business branch colleagues. You will direct Operational Excellence Coaching towards the areas of greatest need, embedding consistent ways of working, effective performance conversations and the everyday routines that help colleagues deliver confident, high-quality customer service. A key part of your role will be turning insight into clear improvement priorities and ensuring these translate into action across the operation. You will own the end-to-end Process & Knowledge strategy, ensuring colleagues can readily find, understand and apply the guidance they need to serve customers effectively. Working across the operation, BD & CS and the wider Business Bank, you will coordinate the review and maintenance of knowledge content, keeping articles accurate, current and relevant as products, processes and customer needs evolve. You will track how articles are used and how effectively they support colleagues, using insight to identify gaps, simplify guidance and prioritise improvements. You will also drive the effective use of AI tools to optimise how knowledge is maintained, stored and accessed, partnering with Retail knowledge and process leaders to ensure strategic alignment and a consistent approach. You will build strong working relationships with shared services and strategic partners, ensuring their delivery supports BD & CS priorities and meets agreed service commitments. Acting as a key link between operational teams and partners, you will translate business needs into clear expectations, communicate changing priorities and maintain a shared understanding of delivery requirements. You will review service performance, constructively challenge gaps and agree the actions needed to address issues, following through to ensure commitments are met. Through clear, timely two-way communication, you will keep operational leaders and partners aligned on priorities, progress and the support required to sustain effective delivery. You will maintain a clear view of performance across channels, using operational data alongside colleague and customer feedback to identify trends, understand barriers to effective service and target improvement activity. Working with key stakeholders, you will simplify colleague and customer journeys, improve supporting processes and knowledge, and focus coaching on embedding 'The Standard' where it will make the greatest difference. You will turn performance insight into coordinated action, track progress and assess whether changes are delivering the intended improvements. Your focus will be on making high performance repeatable: connecting insight, process, knowledge and coaching to strengthen consistency, improve operational effectiveness and deliver better customer outcomes., 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. Apply safely with Nationwide Recruitment scams can look convincing, so take a moment to check the role is listed on our official careers site and read our guidance on Don't be conned by a job scam. The hiring manager for this role is Alan Little, and the main recruitment contact is Kirsty Packer. Please note that should you be successful in securing this role, the job title on our internal systems will be Senior Change Portfolio Lead.