Business Unit: Financial Care Operations          
Salary range: £52,800 - £66,000 per annum DOE + benefits 
Location:  Hybrid – Leeds/ Gosforth / Glasgow
Contract Type: Fixed Term Contract -  12 months

Our Team  

Risk Operations brings together operational areas who support customers in their moment of need.  This could range from a bereavement in the family, customers in financial difficulty or those who have been the victim of fraudulent activity.   

The Operations Manager (Quality and Admin) role is critical not only in supporting colleagues but also being responsible for identification and management of emerging risks.  Customer experience is at the heart of everything that Risk Operations do, and we are continually looking for ways to improve this experience through continuous improvements and customer journeys.  

What you’ll be doing 

• Effectively manage the performance of team managers, ensuring high standards of performance focussed on customer outcomes, behaviours, service, and successful delivery of results / team goals. 
• Owning delivery of Admin processing, including acting as the Subject Matter Expert, for key regulatory and legal processes. Striving for operational excellence by identifying and driving continuous improvement and provide representation of Financial Care Operations to support projects across the bank. 
• Champion Quality Checking reporting across all internal and external collections team, owning reporting of results and identification of opportunities for improvement. Working with business leaders to agree and implement improvement plans.
• Responsible for the delivery of internal Quality Checking, in line with Quality Framework requirements.  
• Hold a delegated mandate, where appropriate, and use your experience and judgement to support solutions for VM customers. 
• Ensure policy and procedures comply with regulatory requirements and demonstrate robust and effective controls. 
• Identify, assess, and support the resolution of problems to continue delivering a high quality, efficient, customer centric service. 
• Support strategic projects to ensure they are delivered effectively on time and within budget. 
• Identify and manage change effectively, ensuring planning and communication maximise positive outcomes and delivers objectives with minimum disruption. 
• Maintaining any relevant industry or regulatory knowledge and ensure VMUK continue to be in line with peers by attending any industry meetings or benchmarking sessions, where required. 
• Support 1LOD and 2LOD reviews and oversight activity on Secured.  Support Head of Financial Care Operations with engaging key stakeholders to ensure that all actions / remediation is delivered successfully and on time.  

We need you to have 

• Proven experience of running a large, complex operational area within financial services or banking, with accountability for performance, risk, customer outcomes, and regulatory compliance.
• A strong record of leading and managing substantial teams, including managers, creating clear accountability, high engagement and consistently strong results ideally within a Financial Care Team.
• Demonstrable experience o delivering effective and efficient operation performance, with evidence of improving outcomes through innovation, automation, resilience building and continuous improvement.
• Extensive industry experience and understanding of operational and conduct risks, with a proven ability to identify, manage, and mitigate these risks through strong governance and controls.
• Experience of working closely with senior stakeholders and oversight functions, clearing communication complex operational and risk matters in a concise, confident way.
• Strong awareness of regulatory standards across the financial care landscape, with a proven ability to embed these requirements into day to day operational practices.
• A clear passion for delivering first class customer outcomes, supporting customer through financial difficulty with empathy, fairness and consistency.
• A track record of running effective and efficient operational teams promoting innovation, automation, building resilience, and having an agile and dynamic approach to change.  

Red Hot Rewards  

• 25 days holiday per year, increasing over time to 30. Plus, an option to buy more, giving you even more choice.
• 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 flexible benefits scheme
• Life assurance to provide peace of mind for you and your loved ones
• Up to 2 days of paid volunteering a year  

If we’re lucky to receive a lot of interest, we may close the advert early. Please ensure to submit your applications as soon as possible.  

Say hello to Virgin Money 

Virgin Money is so much more than just a bank. As part of the Nationwide group, together we're the UK's first full-service mutual bank serving millions of retail and business customers and all driven by our purpose; Banking but fairer, more rewarding and for the good of society. With us, you’ll be part of an organisation uniquely positioned to make a difference to the lives of customers, communities and broader society and embark on a collaborative, customer obsessed, and fun-filled career journey. Embrace the weekdays, enjoy fantastic perks, and make a meaningful positive difference. Time to discover what it means to be part of the first mutual full-service banking provider.  

 
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're committed to removing any obstacles to inclusion.  If you need any reasonable adjustments or support making your application, contact our Talent Acquisition team careers@virginmoney.com

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

Now the legal bit 

We’re in the process of bringing Virgin Money and Nationwide together which, subject to Court approval, will happen on 2 April 2026. You can find out more about what this means at https://uk.virginmoney.com/nationwide-transfer. If you’re successful in securing a role with us, your employment will move automatically to Nationwide when this transfer goes ahead.

Although some of our roles allow you to be based anywhere in the UK, we'll need you to confirm you have the right to work in the UK. 

If you're successful in securing a role with us, there are some checks you need to complete before starting. These include credit and criminal record checks and three years' worth of satisfactory references. If the role is part of the Senior Manager Regime and Certification Regime, it requires enhanced pre-employment checks – we'll ask for six years of regulatory references, and once in the role, you'll be subject to periodic employment checks.