Head of Business Banking Branch & Cash Support

Description

Following the acquisition of Virgin Money Nationwide is on a bold journey to build a credible relationship led Business Bank combining strong customer advocacy deep sector and local knowledge sustainable growth and disciplined risk management aligned to the benefits of being a modern mutual.

We now have a new and unique opportunity to lead the evolution and delivery of Nationwides SME branch small business centre and cash services proposition playing a pivotal role in how Business Banking customers access secure reliable and highquality servicing across physical and digital channels. As Head of Business Banking Branch & Cash Support youll deliver meaningful longterm impact for our customers and colleagues ensuring strong operational performance and service outcomes for SMEs across the UK.

This is a senior functional leadership role with clear accountability for the operating strategy delivery and continuous improvement of SME branch and cash services ensuring strong service reliability robust control environments and consistent customer outcomes.

Reporting to the Director of Business Direct & Customer Support you will translate Business Banking strategy into practical operating models delivery plans and measurable outcomes. Leading the execution and optimisation of SME branch and cash services youll ensure they are resilient efficient and aligned to customer needs while operating within defined governance and delegated authority.

Sitting at the heart of Nationwides ambition to be a trusted partner for UK SMEs youll be the main liaison between Business Banking and Retail Services the branch and contact centre network as the service offering evolves. Other key relationships will include Operations Technology Risk and Relationship Banking teams to enable joinedup servicing across channels. You will ensure branch and cash services remain a critical and accessible support channel particularly for cashreliant and facetofacedependent businesses.

We are looking for a senior operations and service leader with demonstrable experience in branch operations cash services or SME servicing within a regulated environment with a strong track record of delivering performance control and service improvements through matrixed teams.

Just as important is a leadership style that reflects Nationwides values: customer first inclusive collaborative and principled.

Internal only: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.

Internal only:If youre 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 youll be doing

SME Branch & Cash Services Strategy & Performance

Own and execute the SME branch small business centre and cash services operating strategy aligned to Business Banking priorities

Translate strategic objectives into clear delivery plans operating models and measurable service outcomes

Own performance across service quality reliability complaints drivers and SME servicing outcomes

Ensure services effectively support SMEs with complex and cashintensive needs

EndtoEnd Cash Services Ownership

Own the operational lifecycle of SME cash services including deposits withdrawals change services collections and contingency planning

Partner with Retail Distribution and Operations to ensure safe consistent and efficient execution of branchbased transactions

Act as Accountable Executive for thirdparty cash delivery services ensuring effective supplier performance and service continuity

Evolve cash service models in response to changing demand maintaining accessibility for cashreliant SMEs

Branch as an SME Servicing & Enablement Channel

Enable branch and small business centre teams to support SME onboarding servicing and complex transactions with confidence

Define and embed operating models with Relationship Managers and Business Direct to support referrals handoffs and assisted journeys

Own SME branch servicing frameworks including guidance training playbooks and quality standards

Improve firstpointofcontact resolution through capability uplift and process improvement

DigitalPhysical Journey Ownership

Own delivery and performance of SME branch and cash journeys across physical digital and telephony channels

Identify and implement opportunities for simplification automation and digitisation within remit

Address service friction failure points and operational inefficiencies through dataled insight

Use MI to manage demand forecast peaks and improve service resilience

Risk Control & Regulatory Stewardship

Maintain and evidence a strong control environment across SME branch and cash services

Ensure compliance with Consumer Duty AML/CTF payments regulation and operational resilience requirements

Lead incident management within remit including rootcause analysis and remediation

Identify and escalate material risks control weaknesses and regulatory concerns appropriately

Leadership & Stakeholder Collaboration

Lead a specialist team and deliver outcomes through matrixed relationships across Retail Distribution Operations Risk Technology and suppliers

Build capability consistency and delivery confidence within SME servicing and cash operations

Create an inclusive and accountable team culture focused on highquality execution and customer outcomes

Contribute to senior decision making through performance insight risk escalation and evidencebased recommendations

Qualifications

About you

Well need you to have significant experience in Banking Operations Branch Operations Cash Services or SME Business Banking within a UK regulated financial institution. Youll have a strong understanding of operational controls cash handling fraud prevention and regulatory frameworks alongside a proven track record of delivering reliable and efficient service outcomes.

Youll have experience leading teams and delivering through complex matrixed environments with the ability to translate strategy into practical delivery and measurable results. Strong stakeholder management will be essential as you collaborate across Retail Services Distribution Risk Operations and Technology to deliver joinedup outcomes.

Youll be comfortable operating within delegated authority with clear accountability for performance service delivery and control effectiveness within your remit. Your judgement will enable you to balance customer outcomes operational efficiency and risk requirements while identifying opportunities for improvement and modernisation.

Your leadership style will be authentic and pragmatic focused on building capability driving consistency and delivering results. You will champion continuous improvement operational excellence and inclusive ways of working to support both colleagues and customers.

About your rewards

We continually review and evaluate our offering to ensure we have a broad range of market competitive benefits available for our colleagues. When you put a lot in its only fair to expect a lot out. So when you help us do the right thing for our customers we want to reward you.

There are all sorts of employee benefits available at Nationwide including:

30 days annual leave as standard plus you can buy up to 10 extra days each year

Opportunity to participate in a Green Car Scheme with access to an electric vehicle (EV)

Competitive pension contributions or a cash alternative

Private healthcare cover

Employee assistance programme

Life assurance 4x your notional salary

Annual Performance Pay plan

Wellhub wellness resources

Flexible Benefits scheme

Up to 2 paid volunteering days annually

A wide range of voluntary benefits through salary sacrifice

We also offer a generous range of familyfriendly policies to support you through important life events.

Banking but fairer more rewarding and for the good of society

We forge our own path at Nationwide.

As a mutual were owned by our members those customers who bank save or have a mortgage with us. We challenge the financial sector status quo. We dont see customers as the engine of profit. We put their needs first. Always.

If youre inspired by fairer finances passionate about making a meaningful impact and truly care about customers youre one of us.

At Nationwide you are challenged to grow and rewarded for doing so. Valued. Recognised. Inspired to be your best.

We are purposedriven. Uncompromisingly customer. Unstoppably Nationwide.

What to do next

To apply simply click the Apply Now button. Please ensure you attach your CV and complete a few short application questions.

If youd like to find out more about the role or have any questions feel free to (Executive Resourcing) for a confidential conversation.

Required Experience:

Director

Employment Type : Full Time
Experience: years
Vacancy: 1