Business Flow Leader Specialist

Job Description

The Business Flow Leader Specialist is responsible for managing intra-day workflow and daily team performance within the Business Operations Team. Reporting to the Flow Manager/Operations Manager, the Flow Leader Specialist acts as the ‘team captain’ to team members, ensuring adherence to ‘one best way’ process and quality control, providing feedback and coaching to colleagues to drive continual improvement.

Business Administration deals with more than 600,000 customer requests per annum and supports various functions within Business Banking.

The operational hours of the team are 8am-7pm Monday to Sunday, so you may be required to work across these hours to support business needs.

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, learn, and feel connected.

For this job you’ll be located at our Glasgow hub. There will be a need to regularly connect with colleagues for collaboration events, this is anticipated to be weekly in Glasgow. If your application is successful, your hiring manager will provide further details on how this works.

The Business Flow Leader Specialist will be delivering exceptional customer experience whilst managing high risk and/or complex queries ensuring risk compliance, internal processes and external regulations are met.

By tracking, maintaining, and improving the day-to-day workflow for your team you’ll ensure we meet, and exceed, quality, performance, and productivity targets. It will be critical that you work in line with policy and regulatory requirements to ensure the key controls are always maintained.

You’ll ensure all queries are resolved to a satisfactory conclusion and, when necessary, escalated to the Front-Line Manager.

You will proactively identify and seek new ideas to improve work and reduce costs through continuous improvement.

What you’ll be doing

• Delivering exceptional customer experience while managing high-risk or complex queries.
• Tracking and maintaining day to day workflow to meet quality, performance and productivity targets.
• Ensuring compliance with risk, internal processes and external regulations.
• Resolving all queries to a satisfactory conclusion and escalating issues when necessary.
• Identifying and implementing continuous improvement initiatives to reduce costs and improve work.

About you

• Experience of delivering work to meet appropriate key performance indicators (customer-focused) in an operations environment.
• Demonstrable experience of coaching and developing peers or junior colleagues.
• Ability to ensure adherence to ‘one best way’ process and quality control using Operational Excellence tools and techniques.
• Experience of continuous improvement initiatives alongside strong analysis, prioritisation and problem-solving skills.
• Practical knowledge of the regulatory environment as applicable to Financial Services regulatory SLA’s etc.
• Experience of working within a change, or change management role.
• Ability to build relationships with Relationship Managers to deliver for our customers.
• Great attention to detail to ensure that our quality is second to none.

Customer first behaviours

• Feel what customers feel: step into their shoes, use their feedback and insights to empathise and understand their needs.
• Say it straight: be honest and direct, openly share diverse perspectives to reach the best conclusions.
• Push for better: challenge the status quo, take responsibility for continuous improvement and personal development.
• Get it done: prioritise what will have the greatest impact, be decisive, and take accountability for delivering brilliant customer outcomes.

Benefits

• Access to private medical insurance.
• A highly competitive pension.
• Access to an annual performance-related bonus.
• Training and development.
• A great selection of additional benefits through our salary sacrifice scheme.
• Life assurance.
• Your Wellhub access.
• Up to 2 days of paid volunteering a year.

Job Info

• Job Identification 3114
• Apply Before 05/14/2026, 10:55 PM
• Location 177 Bothwell Street, Glasgow, G2 7ER, GB