Business Manager at Nationwide in Glasgow, Scotland, GB

Are you somebody who likes to get things done? Do you have great attention to detail? Are you happy to challenge the status quo and have straight-up conversations in a productive manner? If so, this is a fantastic opportunity to become part of the Governance & Customer Data Team within the CCST.

We need you to have a flexible and agile approach as you will be expected to undertake a range of activities in a fast-paced environment. This may include rotation across the wider Relationship Manager role where you’ll get to provide a top-class service to a network of Small Business customers, establishing their needs and think creatively about how you can deliver for them.

We need an enthusiastic individual who is driven by Our Purpose and is an advocate for ensuring our customers, both internal and external, are at the heart of everything we do.

This is a full-time position, working 35 hours per week.

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 Glasgow or Northampton office. If you’re based at our Glasgow office, this will apply from 1 April 2027 and ahead of that there will be a need to regularly connect with colleagues for collaboration events. 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.

Virgin Money is now part of Nationwide

Nationwide acquired Virgin Money in October 2024. Virgin Money continues to serve customers on the high street, and there will be a phased and considered integration over the coming years.

You’ll be employed by Nationwide from day one, delivering real impact and benefitting from a highly competitive range of benefits. We’re a workplace where you’re rewarded, recognised and celebrated.

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 Business Manager, you will be responsible for reviewing customer journey data across all areas of the business to assess quality and competency levels, ensuring compliance with FCA regulations, internal procedures, and British Business Bank Government Loan Scheme rules. You will oversee the availability and understanding of PAYG options for customers, champion fair and empathetic treatment of vulnerable customers, and ensure that any required remediation actions are completed. A key part of the role will involve delivering feedback and learning from quality assessments, analysing emerging complaint trends, and making recommendations to enhance policies and processes.

Acting as a subject matter expert, you will provide knowledge support to the wider business operation and work collaboratively with a range of stakeholders across the organisation. You will also be responsible for delighting customers by resolving complex queries in a timely manner, while maintaining exceptional attention to detail in data quality and lending risk measurements to support positive customer and business outcomes.

About you

As a minimum you will bring

• Knowledge of business banking products, services and processes, with the ability to navigate key business banking systems, including BLP, MEO and Livelink
• A strong commitment to delivering high-quality work, with excellent attention to detail, including quality-checking responsibilities; immaculate housekeeping skills to ensure adherence to data retention requirements; and the ability to effectively manage workload priorities and plan ahead
• A sound knowledge of Vulnerable Customer requirements with an ability to identify financial difficulty
• Be fully competent across Microsoft packages, specifically excel, being able to confidently navigate SharePoint data
• Strong stakeholder management skills, with the confidence to handle challenging conversations and the ability to develop effective, collaborative relationships across a range of stakeholders
• A natural curiosity and willingness to ask insightful questions to uncover detail, challenge existing processes and identify opportunities for continuous improvement, helping to deliver the best possible solutions
• Flexibility to manage a variety of tasks simultaneously, ensuring processes are completed accurately, deadlines are met and monthly targets are consistently achieved

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

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.

The hiring manager for this role is Louise McNeil, and the main recruitment contact is Lina Dzigele.