Senior Relationship Support Manager

Your role will involve you setting up and running a Relationship Support Team, whose role will be to provide a first-class customer service for an existing portfolio of borrowers alongside an existing team of Relationship Managers. The team will undertake all aspects of portfolio support activities including the monitoring customer performance, receive financial information for extraction and review and developing portfolio service standards and controls. As this will be a brand-new team, the successful candidate will have a lot of freedom to put their own ideas into its design and operation.

As a minimum requirement, you will have:

• A proven track record of leading operational, servicing or portfolio management teams.
• In-depth knowledge of risk management, customer due diligence and AML onboarding processes.
• Demonstrable record of delivering service improvements and process transformation.
• Strong stakeholder management skills with ability to influence at senior levels.
• Excellent people leader, team development and coaching skills.

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.