Performance & Operations Senior Consultant

at  Nationwide

As a Performance & Operations Senior Consultant, you will support the planning implementation of performance against operational deliverables for projects across Customer Resolutions. The successful applicant will undertake resource planning, contribute to improving operational and/or organisational efficiencies, analyse and interpret complex data to understand operational performance, and provide potential risks and recommendations across the operational landscape.
In Customer Resolutions we put things right when they go wrong for our customers and learn from this insight to stop issues happening again. We’re a specialist operational area focused on resolving complaints, remediating incidents, and operating customer data processes.
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, London, Dunfermline or Wakefield 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.

AS A MINIMUM REQUIREMENT YOU’LL HAVE/BE:

• Experience or proven skills of using Microsoft Excel and other Microsoft tools, including advance formula, pivot tables, PowerQuery and/or VBA in Excel
• Forecasting and planning experience in an operational environment, with an excellent understanding of workflow processes and procedures
• A high level of attention to detail, with the ability to work across multiple projects
• Wide analytical and interpretative knowledge and understanding of data and insights
• An understanding of MI and its importance in an operational environment; experience with using PowerBI is preferable
• Exemplary stakeholder management skills across all levels
• Comfortable working with minimal supervision and within tight deadlines, managing your own time effectively to meet objectives

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.

You will be assisting in the development and maintenance of operational models across our portfolio, which will include defining data requirements for analysis, and contributing to the development of tools that capture information. You will engage with stakeholders to gather requirements and assumptions for forecasting, and undertake data analysis to interpret and provide insight into operational performance in an extremely fast-paced, regulated, ever-changing and diverse operation. You will also support with resource planning by developing and maintaining our resource database, supporting with regular budget updates and liaising closely with finance to track overall FTE positions across the financial year. Engagement is key in this role, along with a high level of attention to detail to ensure consistency and compliance in all outputs.