Small Business Financial Care Team (SBFCT) Analyst

SBFCT; Glasgow; Hybrid; GBP 31,000 - 48,000; Full time

Job summary

A leading bank in the UK is seeking a Senior Analyst for Financial Care Operations. This hybrid role involves supporting change activities, producing reports, and providing insights to enhance customer experience. Ideal candidates will have experience in financial services, strong analytical skills, and the ability to communicate effectively with stakeholders.

Benefits

38.5 days annual leave

Up to 5 extra paid well-being days

20 weeks paid family leave

Market-leading pension

Free private medical cover

Flexible benefits

Qualifications

• Previous experience in an analytical role within financial services banking customer operations.
• Significant experience supporting customers in or approaching financial difficulty.
• Knowledge of financial care collections or customer vulnerability process.

Responsibilities

• Support all aspects of change activities and process improvements.
• Provide SME input into regulatory or strategic project changes.
• Produce insightful reports and dashboards for decision making.

Skills

Analytical skills

Problem-solving

Effective communication

Job description

Overview

Senior Analyst – Financial Care Operations

Location: UK – Hybrid with occasional travel to Glasgow / Leeds.

Contract: Permanent – Full-time.

Salary Range: £31,600 – £47,400 per annum.

Business Unit: Financial Care Operations.

Responsibilities

• Supporting all aspects of change activities including facilitating colleague updates on all on going changes and driving suggestions for process improvements.
• Providing SME input into larger regulatory or strategic project led changes.
• Supporting Debt Manager worklist analysis and reporting across the team.
• Producing insightful reports and dashboards to support decision making across the Financial care team.
• Investigating findings from our Enterprise Outcome Testing and Quality Checking Teams ensuring we have robust action plans to tackle these.
• Supporting maintaining and developing operational standard operating procedures ensuring they are kept up to date current and reflective of ongoing challenges within the area.
• Managing a series of weekly and monthly exception reports and payment and invoice allocation / reconciliation.
• Working closely with operational teams to translate insights into action enhancing customer experience.
• Facilitating policy attestation reviews.
• Supporting recruitment onboarding and training.

Qualifications

• Previous experience in an analytical role within financial services banking customer operations.
• Significant experience of working in a role supporting customers in or approaching financial difficulty.
• Excellent problem‑solving skills, ability to turn complex data into clear actionable insights.
• Knowledge of financial care collections or customer vulnerability process.
• Effective communication skills to present findings to stakeholders.
• Good knowledge and understanding of operational risk performance and governance frameworks.

Bonus (not essential)

• Experience of Business banking including a good knowledge of our business products & services.
• Previous experience of using key systems e.g. Business Lending Platform & Debt Manager.

Benefits

• Generous holidays – 38.5 days annual leave (incl. bank holidays, prorated if part‑time) plus the option to buy more.
• Up to five extra paid well‑being days per year.
• 20 weeks paid gender‑neutral family leave (52 weeks total) for expectant parents and those looking to adopt.
• Market‑leading pension.
• Free private medical cover, income protection and life assurance.
• Flexible benefits – Cycle to Work, wellness and health assessments, critical illness.

Company

Virgin Money – part of the Nationwide Group – is the UK’s first full‑service mutual bank, committed to providing fairer, more rewarding banking for customers and society.

We celebrate diversity, inclusion, and welcome all applicants regardless of gender, ethnicity, age, sexual orientation, disability, or religion. If you need reasonable adjustments, please let our Talent Acquisition team know.

Legal & Practical

Right to work: Candidates must have the right to work in the UK.

Pre‑employment checks: Credit and criminal record checks, references, and where applicable enhanced checks.

Employment type: Full‑time, Permanent.

Location: UK – Hybrid with occasional travel to Glasgow / Leeds.