Flow manager

Description Reporting to the Customer Care Hub Manager, The Flow Manager will be responsible for end-to-end service delivery and will sit as part of the Customer Care Team. The role will be considered part of the wider Customer Care Leadership team. A member of the Leadership team will act as the reporting manager. The Flow Manager is responsible for ensuring that reporting is in place and accurate for all areas of service delivery, including undertaking analysis of trends. MI will be reviewed daily to ensure performance is being accurately reflected in enterprise wider reporting. The role holder will have the responsibility for contributing to the change catalogue to ensure options for improving service are being considered. Using the experience within their team, they will ensure workplace walks are completed, options to remove waste identified and rational to support changes are put forward. Stakeholder relationships will be key to ensuring the role holder is delivering in line with business expectations. There is an expectation that the Flow Manager will actively pursue relationships and ensure these remain strong. Active collaboration is required with the Commercial Lending Teams to ensure a joined up approach to service is achieved, ensuring customer expectations are always set correctly. Managing planning will be a key objective of the role holder. They will host and facilitate discussion on short to medium term planning at weekly check points, ensuring 8 week plans are analysed. The over-arching long term planning strategy will be owned by the Flow Manager, ensuring forecasts are sized and requirements factored in, including passing recruitment requirements to the Customer Care Hub Manager to close gaps. The role holder will be responsible for representing the Customer Care Manager on a number of regular forums and will act as a deputy, holding authority to approve decisions in their absence and support these with clear rationale. You will ensure all risks are captured on the Operational Risk Portal and accountability of ensuring all business unit risks are maintained appropriately. At Nationwide, we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK-wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected. For this job, you'll be assigned to our nearest regional hub. There will be a need to regularly connect with colleagues for collaboration events in one of our office sites. If your application is successful, your hiring manager will provide further details on how this works. Virgin Money is now part of Nationwide Nationwide acquired Virgin Money in October 2024. Virgin Money continues to serve customers on the high street, and there will be a phased and considered integration over the coming years. You’ll be employed by Nationwide from day one, delivering real impact and benefitting from a highly competitive range of benefits. We’re a workplace where you’re rewarded, recognised and celebrated. Nationwide is committed to the redeployment of our employees impacted by change, as such applications for redeployment candidates will be prioritised in this recruitment process. If you’re a colleague on long-term absence (for example, on parental leave) or a temporary worker, please use your personal email address to submit an application. Responsibilities What you’ll be doing Adherence to productivity and utilisation systems is essential, ensuring that generated data is actively monitored and acted upon, alongside maintaining high data quality from an input perspective. The role involves short to medium-term operational planning, with a focus on identifying capacity and effectively managing resources to meet demand, while working closely with the central planning team. It requires balancing resources to achieve strong utilisation levels and driving productivity across the Customer Care team. Promoting a culture of continuous improvement is key to enhancing operational effectiveness, supported by analysing demand data to inform future improvements. Additionally, responsibilities include maintaining and improving day-to-day workflows in line with project deadlines, tracking and managing daily workflow, and collaborating closely with peers across management teams. A proactive approach to identifying opportunities to improve processes and eliminate waste is essential, alongside keeping visual management tools up to date, including monitoring intra-day performance. About you You will have: Familiarity with work planning, resource balancing, capacity management, and intra-day operational management Coaching capability to support team development and foster a positive working environment Understanding of the importance of performance orientation and customer focus Ability and training to act as an effective Continuous Improvement champion/leader Strong analytical skills with the ability to review and interpret management information (M.I.) Well-developed time management and organisational skills Solid knowledge of process standards and a strong advocate for local ownership and quality Practical understanding of policy and regulatory requirements Working knowledge of the regulatory environment 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: 25 days holiday, pro rata Access to 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. The hiring manager for this role is Claire Hargreave, and the main recruitment contact is Angela Darbar.