Head of Operations

At Nationwide, we are navigating significant change at an exciting time in our history. We remain committed to supporting all aspects of the Housing Sector, delivering value to our Members and providing an engaging place to work.

An exciting opportunity has emerged within the Mortgages & Financial Wellbeing area to lead our Landlord Operations team and be accountable for driving world class service to customers of The Mortgage Works, our Buy to Let (BTL) subsidiary.

This Head of Landlord Operations role provides a compelling opportunity for a recognised leader and inspiring financial services professional to drive our teams through a period of transition, against a backdrop of the rapidly changing, and increasingly complex market landscape. As the largest BTL new lending provider in the market with over 300k Landlords on our book, we need someone who can bring fresh thinking around ways of working, whilst steering the ship through Digital, Operational and Market transformation.

With a focus on providing World Class Service, the role is accountable for Originations processing, Servicing the existing book and associated Telephony contact with our Landlords and Intermediaries. We aim to be the best BTL provider in the market, and to do that we need to build and nurture our relationships with both internal stakeholders and external customers.

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.

**What you’ll be doing**:
Reporting to the Commercial Director of Landlord, and responsible for c. 550 people across multiple locations, you will be a key member of the Landlord Senior Leadership team. Linked closely with stakeholders covering Product, Risk, Change Delivery, and Marketing, you will also forge new relationships throughout the business to support our transformation journey, particularly in Digital growth.

You’ll define and lead the delivery of the strategy for Landlord Mortgage Operations, to meet budgets and Society wide objectives, whilst driving efficiencies and continuous improvements to our customer journeys. Key to success will be the utilisation of digital innovation, and understanding how data and Artificial Intelligence could transform our Operation. You’ll manage complex issues and conflicting priorities in collaboration with stakeholders and Senior Management, ensuring we are resourced to meet future headcount and new skills demand as identified in the Strategy.

Developing an effective suite of MI to support task management and capacity planning of our processes, you will escalate and take appropriate action to mitigate risks, improve customer experience, or drive efficiencies and performance. Promoting a culture of risk identification and mitigation among our colleagues, you will manage all risks at a strategic level (both operational and regulatory) in line with the Society’s appetite, ensuring proactive support to Audit and Control Reviews.

Through strong leadership, you’ll drive a high-performing, inclusive and diverse culture that delivers good customer outcomes in line with our Society Blueprint, an enhanced service experience, and appropriately develops, rewards and recognises our employees for their talent and contribution.

**About you**:
**The minimum requirements for the role are**:**
- Proven track record within an operational and preferably Financial Services environment.
- Experience in Digital transformation and Operations.
- Outstanding leadership and management skills, in particular the ability to successfully lead teams through periods of Transition.
- The ability to deal with complex issues and juggle conflicting priorities, whilst maintaining a continuous improvement mindset.
- A clear understanding of customer and intermediary needs, to identify market opportunities.
- Strong analytical and communication skills with the ability to prioritise & measure success and build effective relationships at all levels.
- Full understanding of the current and proposed external regulatory environment, how it effects our customers and in turn our ability to deliver great customer outcomes.
- **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.

**The extras you’ll get**:
There are all sorts of employee benefits availab