Description This is an exciting opportunity for an experienced leader to take ownership of local incident identification, management and resolution across Group Mortgages. As a Senior Manager, you will lead a team focused on ensuring robust governance of incidents, driving root cause analysis through regular monitoring, and leveraging automated controls to prevent future harm and to deliver fair outcomes for customers. You will provide strategic oversight of local incident management processes across the mortgage lifecycle, ensuring timely resolution of issues and embedding preventative measures. Your role will be pivotal in identifying systemic risks, implementing control enhancements, and influencing operational practices to strengthen resilience and compliance. Performance of our systems is key to this, and you’ll work closely with the Chief Operating Office to fix issues and deliver change where necessary. We are happy to consider flexible working approaches to help you perform at your best. The working hours (per week) for this role can be between 32 and 35. 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 spend at least two days per week, or if part time you'll spend 40% of your working time, based at either our London, Swindon, Bournemouth or Northampton office. If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to hybrid working here. 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 You will be responsible for leading and develop a team of mortgage professionals, fostering a culture of accountability, collaboration, and continuous improvement whilst owning and overseeing local incident management across Group Mortgages, ensuring effective governance and timely resolutions. You will drive root cause analysis of incidents and complaints, identify trends and implement corrective actions to prevent recurrence and champion the use of automated controls and data-driven insights to proactively identify and mitigate risks. Acting as a senior escalation point for complex and high-profile incidents, ensuring robust management and communication as well as collaborating with stakeholders across Risk, Compliance, Operations, and Technology to embed strong control frameworks and influence best practice. You’ll provide insight and recommendations to senior leadership on emerging risks, control effectiveness, and opportunities for automation. About you The minimum requirements for the role are: Extensive experience in incident management, or risk governance within financial services Strong leadership skills with a proven ability to manage and develop high-performing teams Deep understanding of control frameworks, operational risk, and regulatory requirements Analytical mindset with expertise in data-driven decision-making Excellent communication and stakeholder management skills, with the ability to influence at senior levels and drive change 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: 30 days holiday, pro rata From January 2026, all Nationwide colleagues will benefit from 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 Jonathan Worboys and the main recruitment contact is Jemma Ives.