Performance & Operations Senior Consultant
Nationwide Building Society
Date: 1 week ago
City: Northampton, England
Contract type: Full time
We are looking for an outstanding candidate who is able to deliver Insight and Analysis back to Stakeholders in the business and is able to bring data to life.
You will have your own designated business area and will assist in shaping the decisions of this area by underpinning these decisions with key data and narrative.
In this role you’ll be a key part of the Nationwide Active Operations Management (NAOM) Operational Performance Team responsible for ensuring that NAOM is consistent & sustainable. Through our MI analytics you’ll produce actionable insight that drives efficiency and helps improve the Customer Journey. The team support over 3000 NAOM users.
This role will provide the opportunity to be part of a small, close-knit team who are passionate about the work they do and technical specialists in their fields.
NAOM Operational Performance team form part of the wider Capacity Planning & Performance who are responsible for delivering accurate Forecasting & Capacity Planning, enabling our Operational colleagues to have the right resources, in place at the right time, to Deliver Legendary Customer Service.
We are happy to consider flexible working approaches to help you perform at your best.
The working hours (per week) for this role can be between 28 and 35.
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 Swindon or Northampton office. Whilst these locations are where we are primarily looking to fill the role, if you’re an internal applicant based in a different location we would welcome your application and if successful, your hiring manager will provide further details on how this could work for this specific role. 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.
What you’ll be doing
Working with Team Managers, Operations Managers and Senior Operations Managers you will provide support, insight and challenge to our Operational colleagues with regards to the service provided to our members. Utilising Nationwide Active Operations Management tools and behaviours, you’ll identify opportunities to help drive efficiencies. You will need to review existing MI, identify gaps and make recommendations to help deliver excellent service.
You’ll have ownership of your own business area, from time to time you will provide cover for other areas as and when if needed or based on your skillset/ development needs.
About You
The minimum requirements for this role are:
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:
The extras you’ll get
There are all sorts of employee benefits available at Nationwide, including:
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.
You will have your own designated business area and will assist in shaping the decisions of this area by underpinning these decisions with key data and narrative.
In this role you’ll be a key part of the Nationwide Active Operations Management (NAOM) Operational Performance Team responsible for ensuring that NAOM is consistent & sustainable. Through our MI analytics you’ll produce actionable insight that drives efficiency and helps improve the Customer Journey. The team support over 3000 NAOM users.
This role will provide the opportunity to be part of a small, close-knit team who are passionate about the work they do and technical specialists in their fields.
NAOM Operational Performance team form part of the wider Capacity Planning & Performance who are responsible for delivering accurate Forecasting & Capacity Planning, enabling our Operational colleagues to have the right resources, in place at the right time, to Deliver Legendary Customer Service.
We are happy to consider flexible working approaches to help you perform at your best.
The working hours (per week) for this role can be between 28 and 35.
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 Swindon or Northampton office. Whilst these locations are where we are primarily looking to fill the role, if you’re an internal applicant based in a different location we would welcome your application and if successful, your hiring manager will provide further details on how this could work for this specific role. 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.
What you’ll be doing
Working with Team Managers, Operations Managers and Senior Operations Managers you will provide support, insight and challenge to our Operational colleagues with regards to the service provided to our members. Utilising Nationwide Active Operations Management tools and behaviours, you’ll identify opportunities to help drive efficiencies. You will need to review existing MI, identify gaps and make recommendations to help deliver excellent service.
You’ll have ownership of your own business area, from time to time you will provide cover for other areas as and when if needed or based on your skillset/ development needs.
About You
The minimum requirements for this role are:
- You will have recent experience of using Performance Management Tools ideally Nationwide Active Operations Management methodology (AOM or Workware) and behaviours to help drive excellent Customer Service to our members.
- Experience working with PowerBI.
- The ability to influence senior stakeholders and build meaningful relationships. through various communication methods.
- Have an analytical mind-set with a keen eye for detail.
- Have recent experience of training and coaching colleagues.
- Be capable of robust and independent thought and challenge, but also a team player working with colleagues/peers to share best practice.
- Demonstrate experience of driving innovation in previous roles, with a keen eye for detail and improvements.
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
The extras you’ll get
There are all sorts of employee benefits available at Nationwide, including:
- A personal pension – if you put in 7% of your salary, we’ll top up by a further 16%
- Up to 2 days of paid volunteering a year
- Life assurance worth 8x your salary
- A great selection of additional benefits through our salary sacrifice scheme
- Wellhub – Access to a range of free and paid options for health and wellness
- Access to an annual performance related bonus
- Access to training to help you develop and progress your career
- 25 days holiday, pro rata
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.
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