Front Line Manager

We have an exciting opportunity within Business Operations for a Front-Line Manager to come join us. If you're passionate about providing great service, enjoy managing large teams and are willing to do what it takes to deliver for our customers, please read on...

As a Front-Line Manager, you will be leading and directing an operational group of colleagues, consisting of 1 team. The key focus of this role will be ensuring your team delivers on customer focused objectives and targets aimed at providing truly brilliant customer experiences. 

You’ll have the drive to deliver results and continually look to improve colleague performance. You will coach, develop, and manage colleagues, enabling them to achieve objectives and team and personal goals. To succeed you’ll need the ability to motivate others, challenge colleagues to continually improve and strive to fulfil their potential.

This is a 12-month secondment opportunity.

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 Glasgow office. If you’re based at our Glasgow office, this will apply from 1 April 2027 and ahead of that there will be a need to regularly connect with colleagues for collaboration events. 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. 

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.

Nationwide is committed to the redeployment of our employees impacted by change, as such applications for redeployment candidates will be prioritised in this recruitment process.
 
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

What you’ll be doing

You'll be responsible for leading and supporting a team to deliver excellent outcomes, creating an environment where colleagues feel motivated, engaged, and empowered to perform at their best. A key part of the role will involve coaching and developing team members, helping them build their skills and achieve their potential while maintaining high performance standards.

Working closely with operational priorities, you'll create short and medium-term capacity plans to ensure resources are aligned with customer demand. You'll use management information and performance data to monitor results, identify trends, and provide effective performance management and support where needed.

You'll play an important role in driving a culture of continuous improvement, proactively seeking opportunities to enhance processes, improve efficiency, reduce costs, and deliver better outcomes for both customers and colleagues. Alongside this, you'll ensure all activities are carried out in line with relevant risk and regulatory requirements, maintaining a strong focus on compliance and operational excellence.

Just as importantly, you'll champion colleague wellbeing, fostering an inclusive and supportive team culture where people can thrive, feel valued, and perform confidently every day.

 

About you

As a minimum requirement, you will have: 
 

• Good knowledge of Business Banking products and services.
• Strong people leadership skills and a proven track record in staff development and coaching.
• Experience with creating short to medium term planning, focusing on identifying capacity and managing resources to best meet customer demands.
• Proven ability to build relationships both internally and externally.
• Compelling influencing and communication skills.
• Experience dealing with HR and Absence management procedures. 
• A passion for exceptional customer service and experience
• The drive and the ability to work well under pressure.
• Good organisational and administrative skills, ensuring that all tasks are completed within required timescales.
• Knowledge of risk and regulatory guidelines.

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:

• Feel what customers feel - We step into our customers’ shoes, using their feedback and insights to empathise with them and to understand their needs, so that every decision we make starts and finishes with our customers in mind

• Say it straight - We are brave in speaking out and saying what we think – we’re honest and direct with good intent, openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand

• Push for better - We don’t settle for mediocrity, we challenge the status quo, taking responsibility for continuous improvement and personal development

• Get it done - We prioritise what will have the greatest impact, we are decisive, and we take accountability for delivering brilliant customer outcomes

You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these.

 

Qualifications

The extras you’ll get

There are all sorts of employee benefits available at Nationwide, including:

• 25 days holiday, pro rata

• Private medical insurance

• A highly competitive pension to help you build a strong foundation for retirement

• Access to an annual performance-related bonus

• Training and development to help you progress your career

• A great selection of additional benefits through our salary sacrifice scheme

• Life assurance to provide peace of mind for you and your loved ones in the event of your death

• Wellhub – access to a range of free and paid options for health and wellness

• Up to 2 days of paid volunteering a year

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.

Keeping your data and personal information confidential is important to us. To find out more about how we use and process your data, please read our Privacy policy.

If you want to find out more about using AI in our recruitment process, please read more here.

Disability Confident 

We’re not just guided by data, we’re driven by the real experiences of our people. We’re a Disability Confident Level 3 Leader, the highest level. 

That’s why we’re constantly evolving our policies and practices to make sure everyone feels genuinely supported, valued, and empowered to champion inclusion. Whatever your needs, we’re here to support you. If you need any additional support throughout your application journey, email our team at Recruitment Support. 

Apply safely with Nationwide

Recruitment scams can look convincing, so take a moment to check the role is listed on our official careers site and read our guidance on Don’t be conned by a job scam.

The hiring manager for this role is Jordan Nicholson, and the main recruitment contact is Charlotte Hall.