Business Manager

Are you somebody who likes to get things done? Do you have great attention to detail? Are you happy to challenge the status quo and have straight-up conversations in a productive manner? If so, this is a fantastic opportunity to become part of the Governance & Customer Data Team.

We need you to have a flexible and agile approach as you will be expected to undertake a range of activities in a fast-paced environment. This may include rotation across the wider Relationship Manager role where you’ll get to provide a top-class service to a network of Small Business customers, establishing their needs and think creatively about how you can deliver for them.   

We need an enthusiastic individual who is driven by Our Purpose and is an advocate for ensuring our customers, both internal and external, are at the heart of everything we do.

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 either our Glasgow or Northampton 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

As a Business Manager, you will be responsible for reviewing customer journey data across all areas of the business to assess quality and competency levels, ensuring compliance with FCA regulations, internal procedures, and British Business Bank Government Loan Scheme rules. You will oversee the availability and understanding of Pay As You Go (PAYG) options for customers, champion fair and empathetic treatment of vulnerable customers, and ensure that any required remediation actions are completed. A key part of the role will involve delivering feedback and learning from quality assessments, analysing emerging complaint trends, and making recommendations to enhance policies and processes. Acting as a subject matter expert, you will provide knowledge support to the wider business operation and work collaboratively with a range of stakeholders across the organisation. You will also be responsible for delighting customers by resolving complex queries in a timely manner, while maintaining exceptional attention to detail in data quality and lending risk measurements to support positive customer and business outcomes.