Senior Operations Manager - Business Contact Centre at Nationwide

Glasgow, Scotland, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

06 Aug, 26

Salary

0.0

Posted On

08 May, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Strategic Leadership, Operational Management, Customer Experience Delivery, Outsourced Operations Management, Continuous Improvement, Stakeholder Management, Change Management, Operational Resilience, Contact Centre Management, Business Banking

Industry

Financial Services

Description

We are seeking an experienced Senior Operations Manager to lead a large, business banking contact centre that is responsible for delivering brilliant customer experiences for businesses of all sizes across telephony and chat channels. We support small and medium businesses and 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 ready to deliver more ‘simply brilliant experiences’. The Senior Operations Manager is responsible for strategic and operational leadership, including delivering brilliant customer experiences. You will be responsible for in-house and outsourced operations that support customers via telephony and live chat channels. You will be responsible for embedding a culture of continuous improvement and high-performance and ensuring operational capability aligns with the Society’s strategic priorities. Working in close partnership with senior leaders and cross‑functional stakeholders, the role plays a key part in shaping and delivering strategic change initiatives, ensuring that customer outcomes and operational resilience are integral to decision‑making. The team work operational hours Monday to Sunday so there may be a need to work weekends occasionally to support business needs. 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 Glasgow hub. There will be a need to regularly connect with colleagues for collaboration events, this is anticipated to be weekly in 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 [https://nationwide-jobs.co.uk/life-at-nationwide/rewarding-you]. Whilst these locations are where we are primarily looking to fill the role, if you’re an internal applicant based in a different location, we would welcome your application and if successful, your hiring manager will provide further details on how this could work for this specific role. You can also find out more about our approach to hybrid working here [https://nationwide-jobs.co.uk/life-at-nationwide/rewarding-you]. 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 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.

Responsibilities

Lead a large business banking contact centre managing both in-house and outsourced operations across telephony and chat channels. Drive strategic change initiatives and embed a culture of high performance to ensure brilliant customer outcomes.