Front Line Manager

As a Front Line Manager, you will be responsible for managing a team and supporting them to deliver the best performance possible by monitoring core Key Performance Indicators and enabling your team to meet these and constantly strive to improve to deliver the best possible experience for our members and maximise our commercial growth. 

This role is within the Business Banking Operations Onboarding team which is responsible for managing customer applications by completing appropriate due diligence checks for business current account and deposit products whilst also delivering a simply brilliant experience to ensure our customers have the best possible onboarding experience.

The team operates from Monday to Sunday, so you may need to occasionally work weekends to support business requirements. 

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 Leeds 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.

What you’ll be doing

In this role, you’ll be monitoring KPI’s for colleagues to assess performance supporting colleagues to continue developing where performance is being met or providing additional support where performance requires improvement.

Additionally, you'll be expected to motivate a team of colleagues with regular engagement, completing monthly performance reviews to drive the best possible performance as well as supporting our customer experience by reviewing MI (Management Information) from customers who have been onboarded to recognise colleagues and drive improvements to make our onboarding experience the best possible.

You’ll also be completing other people-related activities such as return to works, managing conduct issues, and performance management in line with our HR policies.

This is a brilliant role to build and develop your people leader experience whilst shaping a culture that drives our colleagues to perform the best each day for our members.

About you

As a minimum requirement, you’ll have:

• Experience of People leadership and managing colleagues 
• Knowledge of our business banking processes and onboarding journeys  
• Experience of reviewing MI and measuring this to determine colleague performance in line with our performance framework
• Experience of measuring customer experience, driving ongoing improvements and impact assessing changes made
• Awareness of HR related policies
• Continuous improvement experience 
• Experience of change management
• Experience of risk management and monitoring control effectiveness

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.

The extras you’ll get

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

• 25 days holiday, pro rata

• Access to 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. 

The hiring manager for this role is Craig Briggs-Jones and the main recruitment contact is Lina Dzigele.