Nationwide [Senior Operations Manager]

The Company

The Nationwide Building Society is the largest building society in the world, employing over 18,000 staff in the UK and with assets in excess of £195 billion. It is one of the UK’s most widely respected organisations and with its award winning products and high customer service satisfaction ratings it is also classified as a Top 3 Employer.

The Recruitment Project

The expansion of the Nationwide has progressed at an impressive rate and the company has conducted a structural review across all of its Divisions. This includes the mortgage sector, a key and established business stream and a historical foundation of the organisation where a new role of Senior Operations Manager, Mortgage Customer Services was created. 

Reporting to the Head of Group Mortgage Operations, it was necessary that this individual had a proven track record of managing large scale operations and demonstrating strong leadership and influencer skills. Their ability to communicate, build strong internal and external relationships all whilst delivering a strategic transformation across multiple areas would certainly dictate the success criteria for this candidate.


A market-mapping exercise was conducted REMOTELY. London was identified as the target talent pool and 20 individuals were long-listed and approached in connection with the vacancy.

An enhanced attraction programme was devised, in order for any potential recruit to consider an opportunity OUTSIDE of London they would need to understand the full, unique details of this opportunity. We engaged with key members of the Leadership Team at Nationwide to build a comprehensive picture for the prospects of this opportunity.

This included demonstrating to the potential candidates that the unique aspect of this role was that the successful candidate would have a high level of autonomy in this role and that, due to the exciting responsibilities given, engagement was a very important skillset the successful candidate needed. We incorporated several senior members of the organisation throughout the selection process to ensure the culture at Nationwide was fully appreciated by all shortlisted candidates.  

The selection process involved four different stages and all shortlisted candidates were invited to arrange a number of meetings (formal or otherwise) so that they could appreciate a career at Nationwide.