Business Flow Leader Specialist

As a Flow Leader Specialist you'll deliver exceptional customer experience and take ownership of high-risk and complex queries, ensuring all work is completed in line with risk controls, internal processes, external regulations, and quality standards. You'll be responsible for tracking, maintaining, and improving day-to-day workflows, helping to ensure your team operates efficiently and effectively.

You'll consistently meet and exceed quality, performance, and productivity targets while maintaining key controls and adhering to all policy and regulatory requirements. It'll be key that you resolve customer queries to a satisfactory conclusion and where necessary escalate issues to your Front-Line Manager (FLM). By proactively identifying opportunities to improve processes you'll enhance service delivery, reduce costs, and support a culture of continuous improvement.

As a minimum, you'll have:

• Experience of delivering work to meet customer focused key performance indicators within an operations environment
• The ability to adhere to 'one best way' processes and quality control using Operational Excellence tools and techniques
• Experience of continuous improvement initiatives with excellent analysis and problem-solving skills
• Practical knowledge of the regulatory environment as applicable to Financial Services regulatory SLA's etc
• The ability to build relationships with colleagues, including Relationship Managers, to deliver for our customers
• Great attention to detail to ensure that our quality is second to none

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.

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.