Head of Savings Operations

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About The Role

Contract type: Permanent

Hours: Full-time, 35 Hours

Location: Head Office, Nottingham (hybrid working, minimum of 2 days at head office)

Application process: Please apply via the application button which will direct you to our careers site. If you require any adjustments to assist you in applying, please contact [email protected]

We are on the lookout for an experienced and visionary Head of Savings Operations to lead our operational functions and drive excellence across our Digital Savings team and Branch Network support.

As a champion of customer-centric innovation, you'll bring a forward-thinking approach to modernising our operations with a focus on enhancing the customer experience through digital solutions and optimised ways of working. You will provide strategic oversight for the end-to-end operational processes for our Digital Savers, ensuring our Savings Operations team consistently delivers positive outcomes for our customers.

As Head of Savings Operations, you'll collaborate closely with cross-functional teams to identify and implement customer-driven technologies and automation opportunities, ensuring our service delivery meets the evolving needs of our customers. You'll create a seamless, cohesive experience across digital and branch-based interactions, putting the customer at the heart of every process improvement and operational decision.

This role is ideal for a leader who is passionate about operational excellence, skilled in navigating complex regulatory landscapes, and driven to evolve processes that meet the changing needs of our customers in a fast-paced digital landscape.

Here's a taste of what you will be doing as a Head of Savings Operations at Nottingham Building Society: -

• Develop and execute the operational strategy for savings products for the Digital and Branch support teams.
• Lead, mentor, and develop the operations team, fostering a high-performance culture focused on operational excellence and innovation.
• Promote an inclusive, collaborative, and innovative team environment where employees are engaged and empowered.
• Create and champion a motivated, inclusive and continuous learning culture within the branch network.
• Oversee the daily operations across all savings products for the Digital channel and back-office support function for the Branch Network.
• Promote a customer-centric culture within the operations team, ensuring high service levels for account management, queries, and escalations.
• Use data-driven insights and customer feedback to identify opportunities for enhancing the customer experience in operational processes.
• Drive innovation by identifying and implementing process improvements, leveraging automation and digital tools to enhance operational workflows.
• Ensure operational activities are efficient, accurate, and in compliance with all regulatory and internal standards.
• Proactively manage operational risks by implementing appropriate controls, conducting regular audits, and addressing compliance breaches or potential losses.
• Work closely with cross-functional teams to ensure seamless execution of operational initiatives.
• Leverage data analytics to provide insights into customer behaviours and operational inefficiencies, using data to guide strategic decision-making.

About you: -

• Strong knowledge of our sector and extensive leadership experience in a transferable role with a focus on operations.
• Strong knowledge of regulatory frameworks, risk management, and compliance for financial operations.
• A passion for driving an inclusive culture, continuous development and building engaged, high-performing teams.
• Excellent leadership capacity, including strong communication, negotiation, and interpersonal skills, with the ability to motivate people and drive outstanding performance.
• Ability to lead colleagues through transformation and modernisation initiatives.
• The drive to identify and facilitate improvements to ensure that individuals/teams are doing the right thing and both our internal and external customers are treated fairly.
• Proven success in establishing key relationships and exhibiting advanced influencing skills with all levels.
• Ability to think strategically, assessing the internal and external environments to define the optimal strategic plan that aligns to our Enterprise priorities.
• In depth understanding of how to access, analyse and interpret raw data and output to inform key decisions.

Reward & Benefits -

• A fair and competitive salary evaluated against market data, annual discretionary bonus scheme, single cover Bupa Healthcare, car allowance, 27 days annual leave (increasing to 29 days from January) plus bank holidays, holiday purchase scheme (buy up to 5 days per year) and enhanced family leave.
• Commitment and dedication to your ongoing personal and professional development. We help you to own and grow your potential so you can be at your best in your current role and to support your future career aspirations.
• Flexible and hybrid working to encourage a work life balance, we want you to be at your best inside and outside of work.
• A friendly and inclusive culture where teams genuinely strive to do the right thing by their colleagues and our customers.
• A strong sustainability agenda - we're continually finding new ways to be kinder to the environment by reducing our carbon footprint.
• We're passionate about giving back to the communities in which we serve as well as supporting local charities as part of the Samuel Fox Foundation. One of the many ways you can get involved is to use the 2 days per year paid leave to volunteer for causes or charities that are important to you.
• Your health and wellbeing is our priority, we encourage this through a suite of support resources, including a team of trained mental health first aiders.

Embracing Diversity Together: -

We proudly embrace and celebrate diversity as a fundamental cornerstone of our values. We believe that a diverse and inclusive workplace is not just essential for our success but is also a reflection of the vibrant communities we serve. Our commitment to diversity extends beyond our internal culture to the way we approach advertising and engage with our customers.

Our commitment means actively working to eliminate barriers and biases that may hinder equal opportunities within our organisation. We strive to ensure that all individuals, regardless of background, have an equal chance to thrive and advance in their careers.

We acknowledge that diversity is not just a goal to be achieved but a continuous journey toward creating an environment that embraces differences and promotes equal opportunities for all. We are committed to fostering an inclusive culture that encourages collaboration, creativity, and a sense of belonging for every member of our community.

About Us

We are a mutual, which means we don't have shareholders. Instead, we're owned by our members and use our money to do good, investing in our community, responsible causes, and - well, you. So, we're always striving to do the right thing for our team, communities and members.

Although our history spans over 170 years, our purpose of helping our members save, plan for and protect their financial futures is enduring. At The Nottingham Building Society, we are dedicated to overcoming obstacles and turning challenges into opportunities. At the heart of our mission is our unwavering commitment to breaking down barriers and building better futures by helping our customers achieve the significant milestone of owning their own home.