Performance Manager
Join us as a Performance Manager within Fraud Operations, part of Group Customer Operations, where you’ll play a key role in supporting customers during some of their most vulnerable moments. This is a highly visible opportunity to make a real difference by transforming customer and operational insights into meaningful action, helping deliver faster, clearer and more compassionate outcomes while strengthening fraud controls and protecting customer trust. With strong exposure to senior leaders, including Executive Committee stakeholders, this role offers exceptional scope to shape change and build a rewarding career across operations, strategy and analytics.
Working closely with Operations Managers, you'll use data and performance insights to identify opportunities, remove barriers and drive improvements that enhance both the customer experience and operational effectiveness. Acting as a trusted partner across operational, planning, quality, risk and supplier teams, you'll influence beyond your direct remit, bringing people together to solve problems and deliver lasting results. This is an ideal opportunity for someone with operational leadership experience and a passion for customer journey improvement, who can confidently turn data into conclusions, conclusions into actions, and actions into measurable impact. You'll be supported with excellent development opportunities, on-the-job training and the chance to grow your influence across a wide range of business areas.
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 be located at our nearest regional office or hub. There will be a need to regularly connect with colleagues for collaboration and in some locations you’ll be expected to spend at least two days a week, or if part time you'll spend 40% of your working time, in the office. If your application is successful, your hiring manager will provide further details on how this works.
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.
What you’ll be doing
You'll play a pivotal role in ensuring our customer-facing teams have everything they need to deliver an exceptional experience for customers. With a strong focus on continuous improvement, you'll identify opportunities to enhance customer journeys, strengthen operational performance and maximise the value of key supplier relationships. This is an opportunity to build on a proven track record of transforming processes and delivering meaningful, measurable improvements that make a real difference to both customers and colleagues.
We're looking for someone who leads from the front, thrives in a hands-on environment and is energised by driving positive change. Working closely with planning, quality and risk partners, you'll help ensure the operation remains well-prepared, appropriately resourced and able to respond quickly to changing customer needs and emerging fraud trends. You'll influence and deliver key initiatives, simplify ways of working and create an environment where colleagues feel supported, customers feel protected and continuous improvement becomes part of everyday success.
About you
As a minimum, you'll bring:
Recent experience within a Fraud Operations environment, with a strong understanding of fraud processes, controls and customer outcomes
Proven experience improving operational performance, including service levels, productivity, quality, risk management and customer experience within a high-volume operational setting
A track record of customer journey improvement, delivering process enhancements, operational change and measurable business outcomes
Strong data analysis and performance management skills, using MI, insights and trends to identify opportunities, solve problems and drive informed decision-making
Demonstrable experience leading continuous improvement and transformation initiatives, taking ideas from identification through to successful delivery
Excellent stakeholder management and influencing skills, with the ability to build effective relationships, challenge constructively and collaborate across operational and support functions
Proven ability to prioritise competing demands, solve complex operational issues and make sound decisions in a fast-paced, customer-critical 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.
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 Zoe Gwilt, and the main recruitment contact is Lorraine Ifil.