Requirements
The role requires proven experience in payment operations and card disputes, alongside strong people leadership and performance management skills. Candidates must demonstrate the ability to manage operational risk, build stakeholder relationships, and support business change initiatives.
Job Description
Join our busy and high-performing Payment Operations team, where you’ll lead colleagues responsible for supporting customer payment journeys, including payments processing, disputes and customer enquiries. You’ll ensure work is completed accurately, efficiently and in line with regulatory requirements and service standards, helping to deliver great outcomes for our customers.
As a people leader, you’ll coach, develop and support your team to build capability, drive performance and create a positive, customer-focused culture. Working closely with stakeholders and strategic partners, you’ll manage day-to-day operations, balance resources, identify improvements and support change initiatives that enhance service delivery and operational effectiveness.
This is an excellent opportunity for someone who enjoys leading people, solving problems and delivering results in a fast-paced environment.
We're looking for a strong and inspiring leader who can build effective relationships, collaborate with a wide range of stakeholders and work across Operations to achieve the best outcomes for our customers and members. You'll be a team player who supports, challenges and shares best practice with colleagues, helping to create a high-performing, inclusive culture where people can thrive.
A key part of the role is developing and empowering your team through coaching, mentoring and regular feedback, while maintaining effective oversight of performance, capability and risk. You'll ensure colleagues are supported to develop the skills and knowledge they need, in line with the business area's training and competency framework, enabling the delivery of consistent, fair and customer-focused outcomes
We are happy to consider flexible working approaches to help you perform at your best.
This is a 12-month secondment opportunity.
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 our 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.
Nationwide is committed to the redeployment of our employees impacted by change, as such applications for redeployment candidates will be prioritised in this recruitment process.
If you’re a colleague on long-term absence (for example, on parental leave) or a temporary worker, please use your personal email address to submit an application.
Responsibilities
What you’ll be doing
As a Payment Operations Team Manager, you'll lead and develop a team responsible for delivering excellent service to our customers across a range of payment and dispute activities. You'll oversee day-to-day operations, ensuring work is completed accurately, efficiently and in line with service standards, while quickly identifying and resolving any issues that could impact customers or colleagues.
Working closely with stakeholders and strategic partners, you'll monitor performance, manage resources and help ensure workloads are balanced effectively to meet changing customer demand. You'll use data and insight to drive continuous improvement, enhance processes and support the delivery of operational change. As an experienced people leader, you'll coach and develop colleagues, helping them build capability, confidence and expertise while creating a positive, high-performing team culture focused on delivering fair and consistent outcomes for our members.
About you
As a minimum you will have experience with:
Proven experience leading and developing operational teams, with a strong track record of delivering performance and customer outcomes.
Proven experience in payments operations, card disputes with a strong understanding of dispute processes, regulatory requirements and customer outcomes.
Strong people leadership skills, including coaching, performance management, capability development and creating an engaged, inclusive team culture.
Experience managing operational risk and controls, ensuring work is delivered accurately, compliantly and in line with business standards.
The ability to identify, implement and embed process improvements that enhance efficiency, quality and customer experience.
Strong stakeholder management and communication skills, with the ability to build effective relationships and influence across all levels of the organisation and with strategic partners.
Experience using performance data and management information to make informed decisions, prioritise resources and drive operational performance.
The ability to support and lead business change, helping teams adapt successfully while maintaining service delivery and colleague engagement.
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:
25 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
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The hiring manager for this role is Kerrie Parsons, and the main recruitment contact is Nathan Richens.