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Operations Team Manager
2 months ago
As an Operations Team Manager, you will be responsible for a team of individuals processing work for our landlord customers. You will train, coach and develop people on how to do their role considering risks, ensuring the required standards for quality monitoring are met, and supporting team members through comprehensive Route to Compentencies. Landlord objective is to deliver great customer service and you’ll be part of the leadership team charged with providing this. It is a challenging environment, where things can move fast, but it is also an exciting and rewarding role.
Please double check you have the right level of experience and qualifications by reading the full overview of this opportunity below.
The role is within the Mortgages & Financial Wellbeing function, which is responsible for supporting landlords build portfolios and improve their properties.
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 Bournemouth 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.
You’ll need a strong focus on Leadership, business controls, people management and process improvement and be expected to deliver a range of challenging business objectives. You’ll drive efficiency through excellent operational and leadership skills. You’ll work as part of a team that shares resource and experience, driven by a passion to put the customer at the centre of everything we do. Motivating and encouraging team members through daily mentoring, training, buzz sessions, floor walking and team meetings. Actively promoting teamwork within own team and the larger department.
Exercising your mandate on a daily basis & ensuring the quality of execution protects the Society as well as our customers. This includes executing Legal documents at Portman House, Bournemouth.
Key to the success of this role will be supporting the growth and development of the operational team members. This will be coordinating training needs, improving performance as required and delivering leadership through clear and honest communication. Through it all, your goal will be delivering great customer service, maintaining the highest quality within Service Level Standards.
- Have a strong background in a busy, high volume, fast paced operation.
- Knowledge of Summit system or other similar platforms used in landlord administration.
- Be able to demonstrate leadership experience.
- Be positive and motivated with an inspirational approach to getting the best out of your team, you won’t be afraid to tackle difficult line-management issues and use performance management to motivate the team. A highly professional business attitude is essential, with the ability to meet deadlines and develop creative solutions that improve performance
- Have excellent written and verbal communication skills both at team level & with stakeholders
- Have a passion for the customer and be able to evidence your success in delivering great service. You’ll be able to evidence that you work well as part of a team committed to making the best use of its skills and resources. You’ll have a background in managing a high volume business and working towards challenging targets. With an analytical mind and the passion to always improve service you will champion continuous improvement.
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.
There are all sorts of employee benefits available at Nationwide, including:
- A personal pension – if you put in 7% of your salary, we’ll top up by a further 16%
- Up to 2 days of paid volunteering a year
- Life assurance worth 8x your salary
- A great selection of additional benefits through our salary sacrifice scheme
- Wellhub – Access to a range of free and paid options for health and wellness.
- Access to an annual performance related bonus
- Access to training to help you develop and progress your career
- 25 days holiday, pro rata
Nationwide is the world’s largest building society. With over 15 million customers, we have a relationship with almost a quarter of the UK’s population. We’ve got the scale to compete with the big banks, but we’re not a bank.
As a building society, we’re owned by our members – that’s our customers who have their current account, mortgage or savings with us. It means we can do things differently to deliver our Purpose – Banking – but fairer, more rewarding, and for the good of society.
When you work at Nationwide, you can experience that difference for yourself. You’ll be part of a high-performing, purpose-driven organisation that offers rewarding career experiences and a highly competitive range of benefits to match. You’ll also be joining us at an important time as we seek to reach more and more people in the UK. We want everyone in the UK to know that they don’t have to bank with a bank. They can choose a modern mutual instead.
If this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up-to-date CV and answer a few quick questions for us.
