Fraud Contact Centre Operations Manager at Nationwide

, , United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

11 Aug, 26

Salary

0.0

Posted On

13 May, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

People Leadership, Contact Centre Management, Fraud Control, Operational Improvement, Performance Management, Coaching, Process Transformation, Customer Journey Improvement, Banking Operations, Payments, Telephony Management, Quality Assurance

Industry

Financial Services

Description

This role sits within Fraud Operations, part of Group Customer Operations, and leads the frontline Fraud Contact Centre, guiding the teams who support Virgin Money customers at some of their most vulnerable moments. You’ll ensure every customer receives fast, clear, and compassionate help while maintaining strong fraud controls and upholding the bank’s standards. Your leadership directly shapes customer trust, service quality, and fraud‑loss prevention, making this a highly visible position with strong progression opportunities across wider operations. We’re looking for an experienced people leader who knows how to build high-performing teams, coach managers, and drive consistent performance in a large-scale contact centre environment. You’ll bring a track record of improving customer journeys, transforming processes, and delivering measurable operational improvements. Experience across contact centres, banking operations, payments, or similar industries is valuable, along with the confidence to manage a sizeable telephony team and ensure quality is rigorously maintained. This is a role for someone who leads from the front and is hands‑on, proactive, and comfortable shaping change as well as delivering it. You’ll influence key initiatives, embed new ways of working and create an environment where colleagues feel supported and customers feel protected. At Nationwide, we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK-wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected. For this job, you'll be located at our nearest regional hub. There will be a need to regularly connect with colleagues for collaboration events in one of our office sites. This is anticipated to be once a month in one of our UK offices. If your application is successful, your hiring manager will provide further details on how this works. Virgin Money is now part of Nationwide Nationwide acquired Virgin Money in October 2024. Virgin Money continues to serve customers on the high street, and there will be a phased and considered integration over the coming years. You’ll be employed by Nationwide from day one, delivering real impact and benefitting from a highly competitive range of benefits. We’re a workplace where you’re rewarded, recognised and celebrated. Nationwide is committed to the redeployment of our employees impacted by change, as such applications for redeployment candidates will be prioritised in this recruitment process. If you’re a colleague on long-term absence (for example, on parental leave) or a temporary worker, please use your personal email address to submit an application.

Responsibilities

Lead the frontline Fraud Contact Centre to provide compassionate support to vulnerable customers while maintaining strict fraud controls. Drive operational improvements, manage a large telephony team, and implement new ways of working to prevent fraud loss.