Description We’re seeking a skilled people leader with a strong background in customer due diligence to lead a new Customer Due Diligence Validation and Outliers (CDD V & O) team within Anti-Money Laundering (AML) operations. The jobholder will lead a team of up to 12 investigators who will be responsible for validating and investigating higher risk Customers Due Diligence (CDD) data, to support our regulatory obligations and related controls. Working with bespoke detection tools and a wide range of business behaviours, the team will deliver fair outcomes while strengthening our defences against economic crime. This is a new team being built and so the jobholder will be supporting the implementation of the operation through a phased approach. We are happy to consider flexible working approaches to help you perform at your best. This is a 12-month secondment opportunity. 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 Bournemouth, Northampton or Swindon 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 lead, coach and develop a team of up to 12 economic crime investigators, fostering a culture of accountability, continuous improvement and fair customer outcomes while delivering effective end ‑ to ‑ end management of Customer Due Diligence Validation & Outliers activity, ensuring higher ‑ risk cases are prioritised, investigated accurately and completed within agreed service levels. Supporting the phased implementation and embedding of a newly established team, including operational routines, controls, onboarding and capability uplift you’ll ensure investigations adhere to AML, CDD, Know Your Customer (KYC) regulatory requirements, internal policies and risk appetite, escalating issues and risks where appropriate. Maintaining oversight of quality and performance through regular case reviews, quality assurance and coaching, addressing root causes and driving improvements will also be a key responsibility, as will management information and operational insight usage to monitor performance, identify emerging economic crime risks and inform decision making. You will provide clear and effective engagement with second line and governance forums, offering insight into risks, controls, trends and remediation activity and embed strong risk and control practices across the team, ensuring issues, incidents and breaches are identified, recorded and remediated. Collaborating with change, technology and wider AML/Protect teams to influence process improvements, tooling enhancements and change initiatives will be key as will acting as an escalation point for complex, sensitive or high ‑ risk cases. There will be an expectation that the team will make outbound calls on an exceptions basis where verification cannot be completed via a desktop. You will also build resilience and capability across this team through development planning, knowledge sharing and succession planning About you For this role, you will have: Operational team management experience Knowledge of economic crime typologies, relevant policies, regulatory legislation, minimum control standards, compliance and audit controls appropriate to specialism, within financial services Understanding of consumer duty principles, with a good grasp of the broader regulatory environment Knowledge and demonstrable experience of all Society’s products, services and channels Broad understanding and practical experience with operational KPIs and established methods to drive a balanced scorecard Pro-active coaching skills, with experience of identifying and addressing individual needs and inspiring others to achieve their potential Good analytical skills to assimilate and interpret diverse information, including the production of accurate and timely Management Information 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 Tamsin Thomas, and the main recruitment contact is Thomas Pegg.