FC Team Manager (Lead)

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 and developing a team of Knowledge Management specialists, fostering an inclusive, high-performing culture with a strong focus on colleague development and delivering positive customer outcomes. You will provide leadership and oversight of process governance activities, ensuring that Standard Operating Procedures (SOPs), process maps, guidance, and supporting documentation remain accurate, compliant, and fit for purpose. You will also act as a subject matter expert in process governance, operational controls, and knowledge management best practice, supporting leadership teams with reporting, delivery roadmaps, risk management, and governance activities.

A key part of the role is managing the delivery of significant process improvement and remediation activities, including audit actions, regulatory requirements, and business change initiatives. You will ensure that knowledge assets and operational processes align with regulatory obligations, Consumer Duty expectations, and internal control frameworks. In addition, you will coordinate the review, approval, and ongoing maintenance of operational documentation, applying effective governance and version control standards to maintain quality and consistency.

Success in this position will require building and maintaining strong relationships with senior stakeholders across operational, risk, compliance, governance, and transformation teams to influence priorities and achieve business outcomes. You will identify opportunities to simplify, improve, and standardise processes, enhancing both colleague experience and operational effectiveness while delivering better customer outcomes. Working collaboratively with operational teams, service improvement functions, and change programmes, you will drive continuous improvement initiatives and support the successful delivery of organisational objectives.

About you

The minimum requirements for the role are:

• Proven experience leading, coaching or developing teams
• Extensive knowledge of Protect process knowledge
• Confident stakeholder management skills with the ability to influence and challenge constructively at all levels (both verbally and in writing)
• Experience managing operational change, process improvement or governance activities.
• Knowledge of risk, control and regulatory requirements within a financial services environment
• Experience developing, reviewing or managing operational procedures, process documentation or knowledge assets
• Proven planning and organisational skills with the ability to manage multiple priorities and deliver against challenging deadlines
• A track record of delivering successful outcomes through collaboration and effective leadership.

Our customer first behaviours

These 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