Business Unit:  Business Operations
Salary range: £25,600 - £32,000  per annum DOE + benefits 
Location:  UK Hybrid – Glasgow
Contract type: Permanent

Our Team

The Business Flow Leader Specialist is responsible for managing intra-day workflow and daily team performance for their team within Business Operations Team. Reporting to the Flow Manager/Operations Manager, the Flow Leader Specialist acts as the 'team captain' to team members, ensuring adherence to 'one best way' process and quality control, providing feedback, and coaching to colleagues to drive continual improvement. Business Administration deal within excess of 600,000 customer requests per annum & supports various functions within the Business bank.

What you’ll be doing

• Delivering an exceptional customer experience
• Management of high risk and/or complex queries and ensure risk compliance, internal processes, external regulations, and delivery of quality support.
• Tracking, maintaining, and improving day to day workflow for your team.
• Meeting and exceeding quality, performance, and productivity targets
• Working in line with policy and regulatory requirements, ensuring key controls are maintained at all times.
• Resolving all queries to a satisfactory conclusion and escalating issues to Front Line Manager (FLM) when necessary
• Pro-actively seeking ideas to improve work and reduce cost through continuous improvement

We need you to have 

• Proven track record of delivering against key performance indicators in a customer focused operations environment.
• Demonstratable experience driving adherence to defined processes and quality control standard, using operation excellence tools and techniques
• Strong experience leading or contributing to continuous improvement initiatives, with clear evidence of analytical thinking and effective problem solving.
• Practical, working knowledge of the Financial Services regulatory environment, including experience operating within regulatory frameworks and SLA’s
• Proven ability to build and maintain effective relationships with stakeholders, including Relationship Managers, to deliver strong customer outcomes.
• Consistent track record of accuracy and attention to detail, ensuring quality standards are met and maintained.

It’s a bonus if you have but not essential

• A strong customer service ethic to ensure the team focus on excellent customer outcomes.
• The ability to deliver high quality work in line with policy and regulatory requirements.
• Good knowledge and understanding of our business banking products, policies, and establishment of Bank security.

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.