Nationwide
Senior Governance & Business Controls Consultant
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About Nationwide and the Role
At Nationwide, we place our customers at the centre of every decision we make as a business. Every role is customer-focussed, including Customer Resolutions. Our responsibility is to resolve issues for customers when things go wrong, preventing similar incidents in the future. This could include handling customer complaints, resolving Customer Data issues, or correcting errors that impact our customers' experiences.
We actively strive to provide personalised responses to deliver the best possible outcomes. It’s an exciting time to join our team as we work to streamline our customer resolutions controls, introducing efficiencies that ensure consistent customer experiences through strong governance and controls.
About the Team and Opportunity
We are seeking an enthusiastic, outcome-driven individual to join our Governance and Reporting team within Customer Resolutions. This role will ensure the integration of Virgin Money complaints operational risks and controls, including the following key responsibilities:
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- Identification and monitoring of controls that support our regional Risk Taxonomy across Customer Resolutions
- Management of loss events and their impact on our customers
- Supporting continuous improvement across our governance estate
- Ownership and testing of Virgin Money controls listed in the Customer Resolutions controls dictionary and broader Level 4 controls testing to mitigate risks and conduct-related issues
Additionally, you will:
- Monitor and track the impact of third parties on our operational risks, ensuring their actions do not interfere with our customers’ ability to receive timely complaint resolutions.
- Embed Customer Resolutions governance requirements into the Virgin Money complaints teams.
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Working Arrangements
We are flexible in our approaches to support your performance. This role is offered with 30–35 hours per week and operates under hybrid working arrangements, placing a priority on in-office collaboration for problem-solving and connection while still supporting time at home.
Your core team will be based at our nearest regional hub, and you may require regular office attendance for collaborative sessions. Further clarification on the specific working model will be provided by your manager.
Application Notes
At Nationwide, we prioritise the redeployment of employees impacted by organisational changes.
- If you are within Nationwide’s estate and you are on long-term absence (for example, parental leave) or acting as a temporary worker, kindly submit your application using your personal email.
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