Description This is a great opportunity for an individual who wants to develop their career in Mortgages. As a Leader within our Nationwide & The Mortgage Works Incident and System Assurance team, you’ll play a key role in putting things right for mortgage customers, delivering enhancements to get things right first time and ensuring the teams visibility across the wider business. You’ll be an expert in problem management, with responsibility for overseeing and managing mortgage incidents, identifying areas for improvement, and resolving complex and high-profile issues as they arise. You’ll support your teams to deliver these remediations efficiently, whilst directly leading on high profile incidents. 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 hours. 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 Swindon, Northampton, Bournemouth, London or Dunfermline 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’ll be responsible for leading teams of Product Managers and Assistant Product Managers covering both Nationwide and The Mortgage Works, fostering a culture of accountability, collaboration, and customer focus whilst developing the teams, owning and maintaining relevant frameworks, ensuring clarity and alignment with wider remediation teams. Your responsibility will also include oversight of management, reporting and governance of all incidents within the Nationwide and TMW mortgages estate and you will be expected to consider the impact of yours and your teams’ activity across the wider mortgages landscape. You will lead the teams responsible for local led remediation of mortgage incidents, ensuring the response is fit for purpose, meets customer and regulatory expectations, and supports good outcomes and commercial requirements. You will also be responsible for the management of demand and resourcing across the teams, with our broader deliverables in mind whilst also taking responsibility for the future of proactive mortgage checking initiatives, ensuing data and automation is fully utilised to ensure mortgages have early warning of potential future problems. Working closely with internal stakeholders including Remediation Centre of Excellence, 2nd Line Compliance, Risk Partnering and Business Services, to ensure a co-ordinated approach will form a key part of this role. This is a fast-paced environment, and you will work on a variety of mortgage incidents whilst co-ordinating activity amongst stakeholders. You’ll need to be flexible in your approach depending on demands, and delegating appropriately to your team to get it done. About you The minimum requirements for this role are: Significant experience in incident management within financial services A history of working in a project-based environment with responsibility for leading change Demonstrable experience in line management with a proven ability to manage and develop a high-performance culture Proven stakeholder management skills (including verbally and in writing) with the ability to influence at senior levels 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 Are you a Virgin Money colleague? Take a look at the Cross-Company Careers Guidance on VMx where you'll find information on how we manage cross-entity hires. 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 Tracey Allen and the main recruitment contact is Jemma Ives.