Performance & Operations Senior Consultant

at  Nationwide

We are looking for an outstanding candidate who is able to deliver Insight and Analysis back to Stakeholders in the business and is able to bring data to life
You will have your own designated business area and will assist in shaping the decisions of this area by underpinning these decisions with key data and narrative
In this role you’ll be a key part of the Nationwide Active Operations Management (NAOM) Operational Performance Team responsible for ensuring that NAOM is consistent & sustainable, through our MI analytics you’ll produce actionable insight that drives efficiency and helps improve the Customer Journey. The team support over 3000 NAOM users.
This role will provide the opportunity to be part of a small, close-knit team who are passionate about the work they do and technical specialists in their fields.
NAOM Operational Performance team form part of the wider Capacity Planning & Performance who are responsible for delivering accurate Forecasting & Capacity Planning, enabling our Operational colleagues to have the right resources, in place at the right time, to Deliver Legendary Customer Service.
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, at one of our offices. 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

ABOUT YOU

• You will have recent experience of using Performance Management Tools ideally Nationwide Active Operations Management methodology (AOM or Workware) and behaviours to help drive excellent Customer Service to our members.
• Experience working with PowerBI
• Have excellent communication skills with the ability to influence senior stakeholders and build meaningful relationships
• Have an analytical mind-set with a keen eye for detail
• Have recent experience of training and coaching colleagues
• Be capable of robust and independent thought and challenge, but also a team player working with colleagues/peers to share best practice
• Demonstrate experience of driving innovation in previous roles, with a keen eye for detail and improvements

Our Customer First behaviours are all about putting customers and members at the heart of how we work together. You can strengthen your application by showing the behaviours that resonate with you, and how you might have already demonstrated these.

• Say it straight - This is about being honest and direct with good intent and saying what needs to be said in the room. It’s also about being clear, precise, and using language that we and, importantly, our customers and members can understand.
• Push for better - This is about aiming high and constantly looking for better in how we work together and serve our customers and members.
• Get it done - This is about prioritising what will have the greatest impact, being decisive and taking accountability for delivering on the end-to-end outcome.

We know applying for jobs can sometimes feel like you’re sending an application into a black hole. We review each application individually. So, it’s a good idea to call out your most relevant experience on your application to give yourself the best chance.

Working with Team Managers, Operations Managers and Senior Operations Managers you will provide support, insight and challenge to our Operational colleagues with regards to the service provided to our members. Utilising Nationwide Active Operations Management tools and behaviours, you’ll identify opportunities to help drive efficiencies. You will need to review existing MI, identify gaps and make recommendations to help deliver excellent service.
You’ll have ownership of your own business area, from time to time you will provide cover for other areas as and when if needed or based on your skillset/ development needs