We are looking for a Senior Manager, Incident Management to join Business Banking on a 12-month internal secondment. This role will provide dedicated senior ownership of technology incidents while we progress the Business Banking Nationwide programme and embed the target operating model. Acting as a trusted leader during incidents and periods of disruption, you’ll work closely with colleagues, stakeholders and technology teams to coordinate effective responses to both IT and operational challenges, minimising impact on customers and colleagues alike. You will lead the coordination of material incidents, represent Business Banking through the central Silver Incident Management process, and design and run a Bronze Incident Management process for incidents managed outside the formal Silver Incident Management process. The role will also shape the target-state Business Banking incident management framework, governance and operating procedures, creating a sustainable approach that protects customers, strengthens operational resilience and allows senior leaders to focus on strategic transformation and operational priorities. Shaping the target-state Business Banking includes recruiting the team who will be responsible for this longer term. 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 be located at our nearest regional office or hub. There will be a need to regularly connect with colleagues for collaboration and in some locations you’ll be expected to spend at least two days a week, or if part time you'll spend 40% of your working time, in the office. If your application is successful, your hiring manager will provide further details on how this works. Virgin Money is now part of Nationwide Nationwide acquired Virgin Money in October 20 24. Virgin Money continues to serve customers on the high street, and there will be a phased and considered integration over the coming years. You’ll be employed by Nationwide from day one, delivering real impact and benefitting from a highly competitive range of benefits. We’re a workplace where you’re rewarded, recognised and celebrated. 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 The role will own and oversee the Business Banking technology incident management programme, ensuring the effective coordination of incident communications, business impact assessments, root cause analysis, and the delivery of remedial actions. Acting as the primary Business Banking representative within the central Silver Incident Management framework, you will be responsible for ensuring the timely escalation, effective decision-making, and resolution of material incidents. A key responsibility will be the design, development, and implementation of the Business Banking Bronze Incident Management process for incidents managed outside the formal Silver framework, ensuring alignment with Group-wide standards and governance requirements. You’ll lead the Bronze Incident Management process, providing clear direction, robust coordination, and proactive stakeholder engagement throughout the incident lifecycle. Additionally, you’ll be responsible for establishing and embedding interim governance arrangements, processes, and controls to support the transition from Run Virgin Money to Build Nationwide Building Society. Working closely with Technology teams, you’ll provide constructive challenge to ensure customer impacts and business priorities remain at the forefront of incident response and decision-making. The role holder will develop the frameworks, operating procedures, and governance structures that will underpin the future Business Banking target operating model. Your responsibility will extend to the management of Business Banking business continuity, recovery, and resolution planning, ensuring organisational resilience and preparedness. You’ll maintain end-to-end oversight of incident trends, recurring issues, and control weaknesses, driving continuous improvement initiatives that strengthen operational resilience, enhance control effectiveness, and deliver better customer outcomes. About you As a minimum requirement, you’ll have/be: • Demonstrable senior-level experience of leading or coordinating material technology or operational incidents in a complex organisation • Excellent technical understanding and the credibility to challenge, influence and experience of working effectively with Technology teams • The ability to assess business and customer impacts quickly, make sound decisions under pressure and communicate clearly with senior stakeholders • Proven experience of incident governance, root cause analysis, remediation and control improvements • Experience designing and embedding practical processes, governance and operating procedures during change • Collaborative, decisive and focused on protecting customers and improving operational resilience 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 • 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. Keeping your data and personal information confidential is important to us. To find out more about how we use and process your data, please read our Privacy policy [https://nationwide-jobs.co.uk/privacy]. If you want to find out more about using AI in our recruitment process, please read more here [https://nationwide-jobs.co.uk/help-and-support]. Disability Confident We’re not just guided by data, we’re driven by the real experiences of our people. We’re a Disability Confident Level 3 Leader, the highest level. That’s why we’re constantly evolving our policies and practices to make sure everyone feels genuinely supported, valued, and empowered to champion inclusion. Whatever your needs, we’re here to support you. If you need any additional support throughout your application journey, email our team at Recruitment Support [Recruitment.Support@nationwide-jobs.co.uk]. Apply safely with Nationwide Recruitment scams can look convincing, so take a moment to check the role is listed on our official careers site and read our guidance on Don’t be conned by a job scam. [https://www.nationwide.co.uk/news-and-stories/job-scams/] The hiring manager for this role is Alan Little, and the main recruitment contact is Amy Bright. Please note that should you be successful in securing this role, the job title on our internal systems will be Programme Manager.

Senior Manager - Incident Management