The role is within the Customer Operations Function. Customer Operations is responsible for ensuring we deliver the best possible experience for our customers in the moments that matter most. Our function brings together complex customer support and servicing, banking and savings operations, and protection against fraud and financial crime. Together, we support customers with skill, compassion, and care – through some of their most important and complex moments. This is a new role within the Governance Team, in which you will directly support the development of Economic Crime reporting, delivering enhancements to meet our consolidated Group reporting to effectively manage fraud financial crime risk and protect our members.
This is a 12‑month Fixed Term Contract.
At Nationwide, we offer hybrid working wherever possible. Generous access to home working is supported, while we value our time in the office to solve problems, learn, and feel connected.
You will be located at our nearest regional hub with a need to regularly connect with colleagues for collaboration events in one of our office sites. This is anticipated to be quarterly in London. If your application is successful, your hiring manager will provide further details on how this works.
Responsibilities
- Support the development of Economic Crime reporting, delivering enhancements to meet consolidated Group reporting to effectively manage fraud financial crime risk and protect our members.
- Lead integration work around governance within a small team, linking in with new committee structures and ensuring the timely production of high‑quality reporting insights delivered to Senior Management Teams.
- Collaborate with a broad range of stakeholders to shape inputs over time, owning the development and integration of risk and data inputs to ensure reporting adds value and accurately presents risks to meet legal and regulatory obligations.
Qualifications
- Experience in successfully managing and coordinating committees or forums in a corporate governance environment
- The ability to prioritise workload and work to tight deadlines
- Excellent report and MI reporting skills with strong attention to detail and superb drafting skills with minimal oversight
- Able to raise difficult issues with senior management in a meeting environment
- Able to produce reporting to engage and influence senior management
- Knowledge and understanding of Economic Crime risk and industry trends
- Stakeholder engagement and relationship management skills
- Experience in managing people at different points of knowledge in a coaching and supportive style that is also delivery focussed
Customer‑First Behaviours
- Feel what customers feel – step into our customers’ shoes, using their feedback and insights to empathise and understand their needs.
- Say it straight – speak out and say what we think, being honest, direct and sharing diverse perspectives.
- Push for better – challenge the status quo, take responsibility for continuous improvement and personal development.
- Get it done – prioritise what will have the greatest impact, be decisive, and take accountability for delivering brilliant customer outcomes.
Benefits
- 25 days holiday, pro rata
- Access to private medical insurance
- A highly competitive pension scheme for retirement
- Access to an annual performance‑related bonus
- Training and development opportunities to progress your career
- A selection of additional benefits through our salary sacrifice scheme
- Life assurance for peace of mind in the event of death
- Wellhub – access to a range of free and paid options for health and wellness
- Up to 2 days of paid volunteering a year
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