Financial Ombudsman Service (FOS) Initiative Manager

 

We’re a Building Society and we do banking. Our difference? We're owned by, and run for, our customers who have their mortgages, savings, current or business accounts with us. We were founded with a strong underlying social purpose - to help people save and buy homes of their own. We continue to be guided by this same social purpose today, as we implement our Blueprint for a Modern Mutual - “Banking, but fairer, more rewarding and for the good of society”. In Customer Resolutions we put things right when they go wrong for our customers and learn from this insight to prevent issues reoccurring. We’re a specialist operational area focused on resolving complaints, remediating incidents, and operating customer data processes.

The successful candidate will lead the evolution of the future best practice and aspirational goals for Group FOS Operations in the changing regulatory environment and oversee the delivery of a clear and effective transition plan. By bringing together best practices from our existing NBS and VM Financial Ombudsman Service (FOS) teams, and aligning these within the regulatory landscape, industry standards, and FOS expectations, you will define a unified “One Best Way” approach. This work will ensure we establish and maintain an industry‑leading position in how we operate and engage with the Financial Ombudsman Service.

This role requires someone with an excellent track record of stakeholder engagement, a drive for high performance, and an understanding of the highly regulated environment that we operate within.

This is an 18-month Fixed Term Contract.

 

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 Dunfermline, Northampton, Wakefield, or London offices. If you are aligned to our Glasgow hub (as this is your nearest location), there will be a need to regularly connect with colleagues for collaboration events. This is anticipated to be once a week in Glasgow. There will be a requirement to travel between these sites from time-to-time to support collaboration and business needs. If your application is successful, your hiring manager will provide further details on how this works. 

 

Whilst these locations are where we are primarily looking to fill the role, if you’re an internal applicant based in a different location and are happy to travel between these locations, we would welcome your application. If successful, your hiring manager will provide further details on how this could work for this specific role. You can also find out more about our approach to hybrid working here. [https://eur03.safelinks.protection.outlook.com/?url=https://nationwide-jobs.co.uk/life-at-nationwide/rewarding-you&data=05|02|Jemma.Ives@nationwide-jobs.co.uk|1e7563782b83433021f708dea7896594|18ed93f5e4704996b0ef9554af985d50|0|0|639132405707353649|Unknown|TWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ==|0|||&sdata=11sC+eZfv0XWdESYoW3JH2USsfn1t3GdIdXoRgVclXg=&reserved=0]

 

If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.