Operations Manager – Operational Excellence

About the role

As an Operations Manager – Operational Excellence you will lead a team of Operational Excellence Coaches to embed a consistent standard of service across Business Banking. You will work closely with senior leaders, Relationship Managers and Business Managers to drive continuous performance improvement and ensure customer experience remains central to daily operations.

Key responsibilities

• Lead, coach and develop a specialist team of Operational Excellence Coaches.
• Implement and sustain leadership rhythms, routines and coaching frameworks.
• Collaborate with senior leaders to define clear performance expectations and standards.
• Support Relationship Managers in building habits that enhance customer outcomes.
• Monitor and report on performance metrics to drive simplification and consistency.

Required profile

• Demonstrated passion for coaching and operational excellence.
• Proven experience leading specialist coaching or performance‑improvement teams.
• Strong stakeholder management skills with senior business leaders.
• Ability to translate strategic standards into everyday practice.

Required skills

What we offer

• Hybrid working model with flexibility to work from office or home.
• Opportunities to make a lasting impact on customer experience.
• Competitive benefits package as a Nationwide employee.