Compliance Advice Senior Manager - Customer Resolutions and Regulatory Insight

 

This Senior Manager role sits within the Compliance and Regulatory Affairs team, providing independent second line oversight and advice across Customer Resolutions and wider regulatory matters. You'll help ensure Nationwide delivers fair outcomes for members while supporting the business to navigate complex regulatory requirements with confidence.

 

Working closely with senior leaders across the organisation, you'll influence decision making, provide insight on emerging regulatory risks and help shape how compliance supports the business in a practical and commercially focused way.

 

This is an opportunity to combine regulatory expertise with meaningful influence, working on high profile conduct and regulatory topics within a team that values collaboration, constructive challenge and doing the right thing for members.

 

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 London or Swindon office. If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to hybrid working here.  

 

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.

Responsibilities

 

What you’ll be doing

 

You'll provide second line compliance oversight and advice across complaints, remediation activity, customer data considerations and emerging regulatory issues, helping the business make informed decisions and deliver good customer outcomes.

 

Working closely with Customer Resolutions and senior stakeholders, you'll provide challenge, guidance and regulatory insight through governance forums and key business decisions. You'll lead reporting into senior committees, bringing together complex information into clear, concise messages that support effective oversight and decision making.

 

You'll also help shape how the team uses data, analytics and AI to improve compliance insight and effectiveness, while leading and developing a Compliance Manager and contributing to a high performing team culture.

 

About you

 

As a minimum you’ll have: 

 

• Significant experience within Risk, Compliance or a related second line function, providing oversight, advice and challenge across regulatory, conduct or non-financial risks

• Experience of supporting complaints, customer resolutions, remediation activity or customer outcome focused regulatory matters

• The ability to interpret emerging regulatory developments and translate them into practical business implications and actions

• Experience preparing clear, evidence-based reporting, briefings or recommendations for senior leaders, committees or governance forums

• Strong stakeholder management skills, with the ability to influence senior colleagues while maintaining independent judgement and challenge

• Experience using data, analytics or insight to support risk based decision making and continuous improvement

• Experience leading, coaching or developing colleagues within a professional risk, compliance or regulatory environment

 

Our customer first behaviours put customers and members at the heart of how we work together. They 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:

 

• 30 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 of customers, communities, and broader society.

 

We are purpose-driven. Uncompromisingly customer. Unstoppably Nationwide.

 

 

What to do next

 

If this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up-to-date CV and answer a few quick questions for us. 

 

We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.

 

Keeping your data and personal information confidential is important to us. To find out more about how we use and process your data, please read our Privacy policy. 

  

If you want to find out more about using AI in our recruitment process, please read more here. 

 

 

Disability Confident  

We’re not just guided by data, we’re driven by the real experiences of our people. We’re a Disability Confident Level 3 Leader, the highest level.  

  

That’s why we’re constantly evolving our policies and practices to make sure everyone feels genuinely supported, valued, and empowered to champion inclusion. Whatever your needs, we’re here to support you. If you need any additional support throughout your application journey, email our team at Recruitment Support.  

 

 

Apply safely with Nationwide 

Recruitment scams can look convincing, so take a moment to check the role is listed on our official careers site and read our guidance on Don’t be conned by a job scam. 

 

Please note that should you be successful in securing this role, the job title on our internal systems will be Compliance Advice Senior Manager.