Performance Manager

Risk Operations brings together operational areas who support customers in their moment of need.  This could range from a bereavement in the family, customers in financial difficulty or those who have been the victim of fraudulent activity. 

The Performance Manager role is critical to provide oversight and enhance the performance of our suppliers/partners who service our customers in financial difficulty.

Day to day you’ll manage the performance of our suppliers that provide us with resource to ensure our customer facing teams have all they need to provide a best-in-class experience.  You’ll be continually looking for ways to improve service and the value we extract from supplier relationships through continuous improvement and reviewing customer journeys.

We are happy to consider flexible working approaches to help you perform at your best.

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 role, you'll be based at your nearest regional office or hub. We value time spent together to connect with colleagues for collaboration so there will be a regular requirement to attend our Leeds, Gosforth or Glasgow site approximately once per month. If you are based at an office location, you'll be expected to meet our hybrid working requirement of at least two days a week, or 40% of your working time if part-time, in the 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.

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 will provide performance oversight of Secured and Unsecured operations, ensuring delivery of customer, quality, productivity, and risk KPIs and SLAs.  Through inspirational leadership and coaching, you will foster a high-performance, customer-focused culture that delivers operational excellence and build strong relationships across a complex, cross-functional organisation and with third-party suppliers.  You will collaborate effectively to deliver business objectives and improve customer outcomes.

As a confident and credible influencer, you will engage with senior stakeholders, using your strong analytical, forecasting, and communication skills to provide insight, support decision-making, and shape the future direction of the service. 

 

About you

As a minimum requirement you must have:

• Proven recent experience within a Collections or Customer Operations environment
• Clear understanding of operational performance, including productivity, quality, customer outcomes, risk, and service delivery
• Experience supporting operational teams to achieve performance targets and deliver continuous improvement
• Ability to build effective working relationships across operational, support and supplier functions
• Confident communication and stakeholder management skills, with the ability to influence and challenge constructively
• Experience using MI and operational data to identify trends, risks, and improvement opportunities.
• Sound understanding of operational risk, regulatory requirements, and customer outcome frameworks
• Proven problem-solving and decision-making skills, with the ability to manage competing priorities in a fast-paced environment
• Experience supporting and embedding change initiatives within an operational environment.
• Ability to translate data and business requirements into practical operational actions and improvements

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 Louise MacInnes, and the main recruitment contact is Jemma Ives.