FC Team Manager (Lead)
We now have an opportunity to join our Knowledge Management team within Transformation & Knowledge.
This role provides the opportunity to make a real difference to Nationwide, our colleagues, and our members by ensuring operational processes remain accurate, compliant, effective and customer focused. The role is integral to delivering excellent colleague experiences through high-quality knowledge, governance and process management, supporting Nationwide's purpose of banking, but fairer, more rewarding and for the good of society.
If you are passionate about leading people, driving continuous improvement and ensuring our operational processes deliver the right outcomes for members and customers, then this may be the role for you.
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 either our Swindon or Northampton 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.
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.
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.
What you’ll be doing
This role involves leading and developing a team of Knowledge Management specialists, fostering an inclusive, high-performing culture with a strong focus on colleague development and delivering positive customer outcomes. You will provide leadership and oversight of process governance activities, ensuring that Standard Operating Procedures (SOPs), process maps, guidance, and supporting documentation remain accurate, compliant, and fit for purpose. You will also act as a subject matter expert in process governance, operational controls, and knowledge management best practice, supporting leadership teams with reporting, delivery roadmaps, risk management, and governance activities.
A key part of the role is managing the delivery of significant process improvement and remediation activities, including audit actions, regulatory requirements, and business change initiatives. You will ensure that knowledge assets and operational processes align with regulatory obligations, Consumer Duty expectations, and internal control frameworks. In addition, you will coordinate the review, approval, and ongoing maintenance of operational documentation, applying effective governance and version control standards to maintain quality and consistency.
Success in this position will require building and maintaining strong relationships with senior stakeholders across operational, risk, compliance, governance, and transformation teams to influence priorities and achieve business outcomes. You will identify opportunities to simplify, improve, and standardise processes, enhancing both colleague experience and operational effectiveness while delivering better customer outcomes. Working collaboratively with operational teams, service improvement functions, and change programmes, you will drive continuous improvement initiatives and support the successful delivery of organisational objectives.
About you
The minimum requirements for the role are:
- Proven experience leading, coaching or developing teams
- Extensive knowledge of Protect process knowledge
- Confident stakeholder management skills with the ability to influence and challenge constructively at all levels (both verbally and in writing)
- Experience managing operational change, process improvement or governance activities.
- Knowledge of risk, control and regulatory requirements within a financial services environment
- Experience developing, reviewing or managing operational procedures, process documentation or knowledge assets
- Proven planning and organisational skills with the ability to manage multiple priorities and deliver against challenging deadlines
- A track record of delivering successful outcomes through collaboration and effective leadership.
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.
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 Linda O'Donoghue, and the main recruitment contact is Jemma Ives.