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This position sits within Fraud Operations which is part of our Protect team. They are dedicated to managing economic crime risks and supporting customers who may be affected by fraud.
As a Senior Operations Manager you’ll lead large teams across Fraud Operations, driving performance and ensuring alignment with strategic objectives. Your focus will be on maintaining high service levels, excellent quality and outcomes, and operational efficiency while minimising fraud losses, ensuring a seamless customer experience and operating in a cost focused environment. This will be alongside developing and implementing strategic operational plans and continuously working to improve performance.
We are happy to consider flexible working approaches to help you perform at your best.
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, Sheffield, Dunfermline, Bournemouth or London office.
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.
What you’ll be doing
Every day will look a little bit different as a Senior Operations Manager in Fraud Operations.
You will take ownership of a wide range of responsibilities ensuring customers receive the support they need in line with agreed service levels. You’ll maintain high-quality standards, oversee processes and work to minimize fraud losses through effective investigations and conversations, all while fostering a motivated, inclusive, and high-performing culture.
Alongside this, you’ll drive a strong control environment, manage issues proactively and supporting audits and reviews. The Head of Fraud Operations and senior leadership team will also be looking for your input and collaboration to deliver strategic transformation, champion continuous improvement and identify opportunities to enhance efficiency.
About you
As a minimum requirement you'll have a/an:
Our customer first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display, in every role:
You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these.
The extras you’ll get
There are all sorts of employee benefits available at Nationwide, including:
Banking – but fairer, more rewarding, and for the good of society
We forge our own path at Nationwide.
As a mutual, we’re owned by our members - those customers who bank, save or have a mortgage with us. We challenge the financial sector status quo. We don’t see customers as the engine of our own profit. We share our profits with them and put their needs first. Always there when they need us. Supporting them and their lives.
If you’re inspired by fairer finances, passionate about making a meaningful impact, and truly care about our customers, you’re one of us.
At Nationwide, you are challenged to grow and rewarded for doing so. Valued. Recognised. Inspired to be your best. As a community we want our working lives to count. As a team, we celebrate what we achieve. As a standard-setter, we work for the good of customers, communities, and broader society.
We are purpose-driven. Uncompromisingly customer. Unstoppably Nationwide.
What to do next
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.
We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.