Quality & Admin Ops Manager

Virgin Money; Glasgow; Hybrid; GBP 52,000 - 66,000; Full time

Job summary

A leading UK bank is seeking an Operations Manager (Quality and Admin) to oversee team performance and ensure compliance with regulatory standards. This role involves managing admin processes and championing quality checks to enhance customer experiences. Successful candidates should possess significant experience in financial services and a strong ability to lead substantial teams. This position offers competitive salary and benefits, with a hybrid working model in locations including Glasgow.

Benefits

25 days holiday per year

Private medical insurance

Competitive pension

Annual performance-related bonus

Training and development opportunities

Flexible benefits scheme

Life assurance

Paid volunteering days

Qualifications

• Proven experience of running a large, complex operational area within financial services with accountability for performance.
• Strong record of leading and managing teams, creating accountability and engagement.
• Demonstrable experience of delivering effective operational performance.

Responsibilities

• Manage the performance of team managers, ensuring high standards focused on customer outcomes.
• Own delivery of Admin processing and drive continuous improvements.
• Champion Quality Checking reporting across collections teams.

Skills

Leading substantial teams

Operational excellence

Regulatory compliance

Education

Experience in financial services or banking

Job description

Search our opportunities to find your fit

Apply now Job no: 110869
Work type: Secondment
Location: Newcastle, Gosforth Centre, Leeds City, Hybrid, Glasgow City
Categories: Customer Support

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 of 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 зимой. etc (...

Red Hot Rewards

• 25 days holiday per year, increasing over time туған. ..
• 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.

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 [e-mail]

Please note: If we receive a high volume of eligible applications, we may need to prioritise candidates whose skills and_CALL? ==> ...

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 theлав 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.

Advertised: 14 Jan 2026 GMT Standard Time
Applications close: 28 Jan 2026 GMT Standard Time

Location: Newcastle, Gosforth Centre, Leeds City, Hybrid, Glasgow City
Work Type: Secondment
Quality & Admin Ops Manager

Applications Close: 28 Jan 2026 2026 (11:55) GMT Standard Time