Senior Operations Manager - Business Contact Centre

Job Overview

We are seeking an experienced Senior Operations Manager to lead a large business banking contact centre responsible for delivering brilliant customer experiences for businesses across telephony and chat channels.

Responsibilities

• Deliver strategic and operational leadership for customer experience excellence.
• Manage in‑house and outsourced operations that support customers via telephony and live chat.
• Embed a culture of continuous improvement and high performance, ensuring operational capability aligns with strategic priorities.
• Partner with senior leaders and cross‑functional stakeholders to shape and deliver strategic change initiatives, integrating customer outcomes and operational resilience into decision‑making.

Working Hours & Location

The team operates Monday to Sunday with occasional weekend work to support business needs. The role is based at our Glasgow hub, with weekly in‑person collaboration events in Glasgow.

Hybrid Working

Nationwide offers hybrid working wherever possible, providing generous access to home working while valuing in‑office time for problem solving, learning and connection.

Application Note

If you are a colleague on long‑term absence (e.g., parental leave) or a temporary worker, please submit your application using your personal email address.

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