Job Description The Team Manager is accountable for leading, directing and managing intra day workflow and daily team performance. Delivery of customer focused medium-term objectives and targets is the primary responsibility. They are responsible for the delivery of operating plans and management of the people within their teams. Development of colleague and their skills is a core requirement, helping people in their teams to improve their range of capabilities to perform better in their roles. Team Managers also lead and support continuous improvement activities within their areas. The Team Manager will report to the Operations Support Manager within Fraud Operations as part of the wider Customer Services function. The role represents the first level of hierarchical management within operations and is focused on short- to medium-term planning horizons. As part of the role, the Team Manager may also undertake daily operational tasks, including supporting escalations where required. The Team Manager is accountable for managing a team of approximately 12-16 colleagues. The working hours are 35 hours per week for this role and are between 8am and 7pm, on the following rotational shift pattern: 9am-5pm, 4 days per week, 11am-7pm one day per week, and circa one Saturday in every five. 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 spend at least two days per week, or if part time, you'll spend 40% of your working time, based at our Swindon office. If you are aligned to our Glasgow, Gosforth or Leeds hub (as this is your nearest location), there will be a need to regularly connect with colleagues for collaboration events at these locations. If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to hybrid working here. 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. If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can. Responsibilities What you'll be doing As a Team Manager, you will lead operational delivery by planning resources, managing workflow, and ensuring efficient utilisation to meet customer demand. In addition, you will ensure all activity is delivered within financial, risk, and regulatory frameworks, with a strong focus on quality and control. Using data and insights to monitor performance, identify trends and drive continuous improvement across the team, you will deliver excellent customer outcomes by fostering a customer-first culture and effectively resolving issues and complaints. An important part of this role is to lead, coach, and develop a high-performing team, building capability, ownership and a positive, continuous improvement culture, as well as focusing on the future development of your team. About you As a minimum, you will have: Strong operational knowledge with the ability to manage workload, plan resources, and balance capacity effectively Proven experience in continuous improvement, process redesign, and driving operational and capability enhancements The ability to coach, train and develop individuals and teams, building strong performance and a positive team culture Solid understanding of risk, policy, and regulatory requirements within a financial services environment Strong analytical and problem-solving skills, with experience using Management Information to drive decisions and improvements Effective people management skills, including performance management, coaching and fostering team engagement Excellent interpersonal and communication skills, with the ability to influence, collaborate, and build relationships A proactive, organised and accountable approach, with a strong focus on delivering results, customer outcomes and operational excellence Our customer first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display, in every role: Feel what customers feel - We step into our customers' shoes, using their feedback and insights to empathise with them and to understand their needs, so that every decision we make starts and finishes with our customers in mind Say it straight - We are brave in speaking out and saying what we think - we're honest and direct with good intent, openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand Push for better - We don't settle for mediocrity, we challenge the status quo, taking responsibility for continuous improvement and personal development Get it done - We prioritise what will have the greatest impact, we are decisive, and we take accountability for delivering brilliant customer outcomes You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these. Qualifications The extras you'll get There are all sorts of employee benefits available at Nationwide, including: 25 days holiday, pro rata Access to 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 salary sacrifice scheme Life assurance to provide peace of mind for you and your loved ones in the event of your death Wellhub - access to a range of free and paid options for health and wellness Up to 2 days of paid volunteering a year Banking - but fairer, more rewarding, and for the good of society We forge our own path at Nationwide. As a mutual, we're owned by our members - those customers who bank, save or have a mortgage with us. We challenge the financial sector status quo. We don't see customers as the engine of our own profit. We share our profits with them and put their needs first. Always there when they need us. Supporting them and their lives. If you're inspired by fairer finances, passionate about making a meaningful impact, and truly care about our customers, you're one of us. At Nationwide, you are challenged to grow and rewarded for doing so. Valued. Recognised. Inspired to be your best. As a community, we want our working lives to count. As a team, we celebrate what we achieve. As a standard-setter, we work for the good of customers, communities, and broader society. We are purpose-driven. Uncompromisingly customer. Unstoppably Nationwide. What to do next If this role is for you, please click the 'Apply Now' button. You'll need to attach your up-to-date CV and answer a few quick questions for us. We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.