Team Manager - Fraud Operations

Virgin Money UK; Glasgow; Hybrid; GBP 26,000 - 33,000; Full time

Job summary

A leading financial services provider in Glasgow is looking for a team leader to support a culture of continuous improvement and manage operations effectively. You will coach staff, address customer needs, and ensure quality standards are met. Ideal candidates will have experience in managing teams, particularly in a fraud setting, and be proactive about improving processes. This role offers a competitive salary and generous benefits including 38.5 days of annual leave.

Benefits

Generous holidays

Extra paid well-being days

Market-leading pension

Free private medical cover

Flexible benefits including Cycle to Work

Qualifications

• Experience in working/looking after a telephony based team.
• Track record of helping to deliver significant change.
• Familiar with work planning and capacity management.

Responsibilities

• Support a team culture for optimal service.
• Promote Continuous Improvement culture in the team.
• Ensure quality aligns with policy and regulations.
• Coach and develop staff for operational excellence.

Skills

Experience working in a Fraud team

Experience in delivering improvements

Proven track record of training and coaching

Proactive thinking

Job description

Overview

Business Unit: COO, Customer Support. Salary range: £26,400 - £33,000 per annum DOE + benefits. Location: UK Hybrid with occasional travel to hub. Contract type: Permanent, Full Time.

What you'll be doing

• Supporting a team culture that gives optimal service and helps build customer loyalty / advocacy.
• Leading and promoting a Continuous Improvement culture to increase operational effectiveness.
• Understanding and meeting the needs of customers and ensuring team focus is on the customer outcomes in all aspects of processing.
• Ensuring the delivery of quality is embedded within work in line with policy and regulatory requirements, helping to ensure key controls are maintained.
• Coaching and developing staff to drive forward our operational excellence agenda.
• Analysing demand data to understand type, frequency and variation in demand and using it to eliminate waste and drive future improvements.
• 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 on the Continuous Improvement culture and support team members in owning local continuous improvement initiatives.

We need you to have

• Experience working in a Fraud team
• Experience in working/looking after a telephony based team
• Experience in delivering improvements in capability - both for individuals and teams.
• Track record of helping to deliver significant change.
• Experience of process re-design and improvement.
• Proven track record of training and coaching at operational level.
• Proactive thinking and advocate of Continuous Improvement best practice.
• Practical knowledge of Policy and the regulatory environment as applicable to Financial Services regulatory SLA's.
• Familiar with basics of work planning, resource balancing, capacity management and intra-day management of operations.

Red Hot Rewards

• Generous holidays - 38.5 days annual leave (including bank holidays and 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 in total) for expectant parents and those looking to adopt.
• Market-leading pension.
• Free private medical cover, income protection and life assurance.
• Flexible benefits include Cycle to Work, wellness and health assessments, and critical illness.

And there’s no waiting around, you’ll enjoy these benefits from day one.

Be part of Virgin Money

Virgin Money is part of the Nationwide group and part of the UK’s first full-service mutual bank serving millions of retail and business customers, driven by the purpose: Banking but fairer, more rewarding and for the good of society. You’ll be part of an organisation positioned to make a difference to customers, communities and broader society, with a collaborative, customer-obsessed culture.

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 heard. As a Disability Confident Leader, we’re committed to removing obstacles to inclusion. If you need any reasonable adjustments or support making your application, contact our Talent Acquisition team at [e-mail].

Legal and application notes

Please note: If we receive a high volume of eligible applications, we may prioritise candidates whose skills and experience most closely align with the role, while ensuring fair and equitable consideration for all applicants.

Now the legal bit

Although some roles allow you to be based anywhere in the UK, you must have the right to work in the UK. Successful candidates will undergo checks including credit and criminal record checks and three years of references. For roles under the Senior Manager Regime and Certification Regime, enhanced pre-employment checks may apply, including six years of regulatory references. Ongoing checks may apply.

Advertised: 01 Oct 2025 GMT Daylight Time
Applications close: 15 Oct 2025 GMT Daylight Time