Operations Support Analyst

In this role, you'll support the preparation and delivery of our monthly bulk mailings, ensuring all regulatory communications are accurate, compliant, and sent on time. You'll also produce and analyse exception KFIs and offers, using your insights to identify trends, highlight issues, and spot opportunities for improvements across our processes. Alongside this, you'll manage access requests, ensuring they are handled promptly and securely in line with internal standards and data protection requirements.

You'll provide day-to-day operational support to the Landlord Servicing teams, helping to resolve queries, streamline workflows, and maintain a consistently high level of service.

Using your strong technical and analytical skills, you'll work across our core systems, including Summit and Activate, to investigate issues, extract data, and support reporting needs, ensuring the wider team has the information and insight required to deliver an excellent customer experience.

The minimum requirements for this role are:

• You'll need extensive TMW experience, alongside strong working knowledge of Summit and Activate.

• Experience working on operational processes such as bulk mailings, customer communications, or regulated outputs with accuracy and to deadlines
• Proven analytical ability, including experience reviewing data, identifying exceptions or trends, and producing actionable insight
• The ability to work confidently with complex systems and navigate multiple platforms to investigate issues, extract data, and have a good knowledge of Summit and Activate systems
• Demonstrated attention to detail, with evidence of producing accurate work and maintaining quality under pressure
• Experience handling sensitive information securely, following data protection or internal governance standards (e.g., access requests)
• The ability to confidently collaborate effectively with different teams to resolve queries and support operations (both verbally and in writing)

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.

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.

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.

Recruitment scams can look convincing, so take a moment to check the role is listed on our official careers site and read our guidance on Don't be conned by a job scam.

The hiring manager for this role is Callum Wilkinson, and the main recruitment contact is Emily Short.