Nationwide
Business Support Manager
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The Business Management team are a small but critical part of Business Services. The team are responsible for change and operational governance, visibility and insight, supporting both Retail and the Group Customer Operations function. We work closely with our operational partners and the change, people and scheduling teams within Business Services, helping create clarity, focus and momentum against our shared strategic priorities, with customers and colleagues at the heart of everything we do.
The team are looking for a Business Support Manager to lead, shape and continuously improve high-quality reporting, insight and governance across Retail and Group Customer Operations. You will partner closely with senior stakeholders and operational leaders to translate priorities into clear, actionable insight, helping drive better decision-making, stronger governance and more effective delivery. The role will also oversee change demand prioritisation, planning and air traffic control, ensuring the team remains focused on the activity that will have the greatest impact for customers, colleagues and the Society.
We are seeking someone who can combine strong knowledge of member-facing and operational channels across Retail with the ability to lead, influence and bring people together across Business Services and our operational areas. You’ll play a key role in shaping how the team delivers governance, reporting and insight, providing clarity, challenge and structure to support senior leaders in making informed decisions and driving forward the Society strategy.
We are happy to consider flexible working approaches to help you perform at your best.
The working hours (per week) for this role can be between 30 and 35 hours.
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 be located at our nearest regional office or hub. There will be a need to regularly connect with colleagues for collaboration and in some locations you’ll be expected to spend at least two days a week, or if part time you'll spend 40% of your working time, in the office. 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
This role involves leading, coaching and supporting a small team of three colleagues, creating clarity around priorities, encouraging development and enabling the delivery of high-quality governance, reporting and insight. A key focus will be on developing and delivering clear, consistent reporting packs for key Retail and GCO forums, ensuring information is well-structured, action-oriented and tailored to support effective discussion and decision-making. You will also provide challenge, structure and sound judgement when assessing new reporting or governance requirements, ensuring effort is directed towards activity that delivers the greatest value and aligns with evolving business priorities.
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You will drive continuous improvement across reporting, insight and governance activities by identifying opportunities to simplify processes, enhance ways of working and make better use of tools, data and innovation. Alongside this, you will oversee the planning and effectiveness of key governance meetings, ensuring agendas, forward plans, action tracking and outcomes are connected, purposeful and support clear decision-making. The role also includes taking a leading part in supporting strategic initiatives across Retail Business Services, contributing to planning, stakeholder engagement, process improvement and the development of meaningful insight to drive progress.
A further responsibility is to identify and manage risks, issues and dependencies across reporting, governance and change activity, escalating concerns where necessary and helping to remove obstacles to delivery. Working collaboratively across teams, you will ensure governance processes remain effective, reporting remains valuable and strategic priorities are supported through clear insight, strong organisation and proactive decision-making.
About you
As a minimum requirement, you’ll have:
- Proven planning and organisational skills, with the ability to lead multiple priorities across forums, reporting cycles and stakeholder groups, while maintaining pace, quality and clarity
- Experience leading or developing colleagues, supporting team performance, coaching others and creating an environment where people can do their best work
- Ability to build strong relationships with operational partners, Business Services teams and senior stakeholders, using insight and judgement to influence outcomes and create alignment
- Confident communication and storytelling skills, able to translate complex information into clear, concise and compelling narratives for a range of audiences, including senior leaders (both verbally and in writing)
- Excellent attention to detail, ensuring accuracy and quality across reporting, analysis and written communications
- Able to identify themes, risks, dependencies and opportunities, and turn insight into clear recommendations and action as well as applying analytical and critical thinking to influence decision-making across teams and leadership forums
- Confident using PowerPoint and Microsoft 365 tools including Copilot and excel, to improve reporting, collaboration and productivity
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
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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 [https://nationwide-jobs.co.uk/privacy].
If you want to find out more about using AI in our recruitment process, please read more here [https://nationwide-jobs.co.uk/help-and-support].
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 [Recruitment.Support@nationwide-jobs.co.uk].
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