Step into a role where no two days are the same, combining purpose, pace and the opportunity to make a real difference for customers. You'll lead a broad range of responsibilities across Fraud Operations, ensuring customers receive outstanding support within agreed service levels, maintaining exceptional quality standards, and helping to minimise fraud losses through effective investigations and customer interactions. At the same time, you'll foster a high-performing, inclusive and motivated culture where colleagues can thrive and deliver their very best.
Working at the heart of a critical function, you'll drive a strong control environment across Fraud Operations, overseeing risk and issues management while supporting audits and reviews. Partnering closely with the Head of Fraud Operations and the wider senior leadership team, you'll play a key role in shaping the future of the function, leading strategic transformation initiatives, identifying opportunities for continuous improvement, and delivering efficiencies that enhance both customer outcomes and operational performance. This is a unique opportunity to influence change, embrace innovation and help build a more resilient, forward-looking operation.
About you
As a minimum, you will have:
A proven track record of leading high-performing operations teams, delivering strong audit outcomes, low operational losses and exceptional performance across key metrics including service levels, quality, productivity and efficiency.
Extensive experience as a senior operations leader, with a deep understanding of operational leadership fundamentals and a passion for driving outstanding customer and business outcomes.
Significant experience leading large-scale transformation programmes, including the design and delivery of enhanced customer journeys, new contact channels, automation, AI solutions and technology-driven operational improvements.
The ability to build and maintain strong relationships across a wide range of stakeholders, with a demonstrated history of influencing and collaborating effectively with teams such as Workforce Management & Planning, Finance, Transformation, Retail Operations, Risk and Technology.
Experience representing an organisation externally, building credibility and maintaining strong relationships with key industry stakeholders and partners.
A strategic mindset combined with a hands-on approach, with the ability to inspire teams, lead through change and deliver sustainable improvements in a fast-paced operational environment.
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An exciting opportunity has arisen to join our Quality Checking team as a Controls Assessor. This is a varied and rewarding role where you'll play a vital part in ensuring the Society delivers the right outcomes for our
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.
Qualifications
The extras you’ll get
There are all sorts of employee benefits available at Nationwide, including:
30 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 .
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About Nationwide
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