Team Manager Fraud and Disputes

Virgin Money; Glasgow; Hybrid; GBP 26,000 - 40,000; Full time

Job summary

A financial institution is seeking a Team Manager for its Fraud Operations in Glasgow. The role involves leading a team of experts in managing plastic fraud and dispute claims. Applicants should possess strong experience in fraud processing, performance management, and excellent analytical and communication skills. This position offers a hybrid work environment with a focus on customer outcomes and continuous improvement initiatives. Competitive salary ranges from £26,400 to £39,600 annually.

Qualifications

• Experience working in a fraud processing role or similar.
• Ability to analyse data to draw conclusions.
• Strong understanding of capacity management.

Responsibilities

• Lead a team handling plastic fraud claims.
• Ensure service levels are achieved.
• Support team culture for customer loyalty.
• Manage issues using root cause analysis.

Skills

Strong fraud experience

Performance management

Analytical skills

Change process redesign

Communication skills

Job description

Job Details

Business Unit: COO Fraud Operations

Career Direction: Keeping Us Safe

Role Focus: Risk Peer Group: Leaders and Analysts (B)

Salary range: 26400 - 39600 per annum

Location: UK Hybrid with occasional travel to hub

Our Team

This is an exciting opportunity to join our Fraud and Disputes processing team as a Team Manager. The Team Manager will lead a team of subject matter experts in the end-to-end processing of plastic fraud and dispute files. We are looking for people with an eye for detail and a curiosity to match.

Youll form part of a wider leadership team within first line Fraud Operations with a focus on keeping us safe from risk.

What you'll be doing

• Managing a team responsible for processing all plastics claims of fraud and disputes.
• Ensuring all internal and external service levels are achieved.
• Managing colleague quality outcomes, helping to ensure key controls are maintained and that colleagues are set up for success through coaching and development.
• Understanding and meeting the needs of customers and ensuring team focus is on the customer outcomes in all aspects of processing.
• Supporting a team culture that gives optimal service and helps build customer loyalty/advocacy.
• Dealing with any issues or complaints using root cause analysis and team-based problem solving to arrive at solutions and improved ways of working.
• Leading and improving the continuous improvement culture and support team members in owning local continuous improvement initiatives.

We need you to have

• Strong fraud experience working in a fraud processing role or similar experience.
• Experience in driving performance management for colleagues and teams.
• The ability to analyse information and be able to draw conclusions and/or recommendations from the facts/data provided.
• Track record of helping deliver significant change process redesign and project work.
• Familiarity with basics of work planning capacity management and intra-day management of operations.
• Strong communication skills with a keen eye for detail, comfortable talking in an investigation and or operation environment, and presenting findings/thoughts to stakeholders at all levels.

Be yourself at Virgin Money

At Virgin Money we celebrate everyone. We have fun, think big and relentlessly include each other all in pursuit of our purpose: Banking but fairer, more rewarding and for the good of society. We’re committed to creating an inclusive culture where colleagues feel safe and inspired to contribute, speak up and be heard.

As a Disability Confident Leader, we are committed to removing any obstacles to inclusion. If you need any reasonable adjustments or support making your application contact our Talent Acquisition team.

Apply

If you’re interested in this opportunity we recommend getting in touch with Michelle Levett, who will be able to tell you all about the role and help you make a great application.

Legal

Please note that some of our legacy contracts are non-flexible; therefore if you move to a new role or make a change to your existing terms, you’ll move onto our standard flexible contract 8am‑8pm.

If you successfully secure a new role, the salary and notice period you’ll be offered will be in line with our reward and policy guidance. Not sure what this would mean for you and want to know more? Contact Talent Acquisition or feel free to start a conversation with HaRi, our new HR Virtual Agent on MS Teams, to help with your questions.

Required Experience: Manager

Employment Type: Full-Time

Vacancy: 1

Yearly Salary: 26400 - 39600

Experience: years