Team Manager - Fraud and Disputes

Business Unit:  COO, Fraud Operations
Career Direction: Keeping Us Safe     
Role Focus: Risk Peer Group: Leaders and Analysts (B)
Salary range: £26,400 - £39,600 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 who have an eye for detail and a curiosity to match.

You’ll 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 who are 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 our 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 on 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 to deliver significant change, process re-design 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 your 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'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

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.

Points to Note:  It’s a good idea to let your current people leader know if you are going to apply for an internal role. So they can support your application, we always recommend you share your plans with them.

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

Now the legal bit

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, careers@virginmoney.com or feel free to start a conversation with HaRi our new HR Virtual Agent on MS Teams to help with your questions.