Flow Manager in Glasgow

This is a 12-month secondment opportunity. We want you to reach your full potential, and we’ll do anything we can to get you there. Developing our own makes great sense and we know you can make an even bigger difference. Your perfect role awaits.

Here at Virgin Money, we are working tirelessly to Make People Happier about Money guided by our strong values and brilliant colleagues. Supporting our customers with first class service is what we do best, and we’re looking for a Flow Manager to join us as we continue to deliver this.

The role will report into the Business Banking Operations Manager and will lead a team of Business Flow Leader Specialists & Front-Line Managers who will support our colleagues in providing the best service available to our customers in a time when it’s needed the most. You’ll need to be a strong leader who can deliver the very best performance through your people. You’ll have the drive to deliver results and continually look to improve colleague performance. You will coach, develop, and manage colleagues, enabling them to achieve objectives and team and personal goals. To succeed you’ll need the ability to motivate others, challenge colleagues to continually improve and strive to fulfil their potential.

Our Purpose, Strategic Aims and Values and Behaviours will be at the heart of everything you do, and you’ll need to motivate your team to do the same. With any new role you’ll be faced with challenges, but you’ll also have loads of opportunities to shape how you develop your team and colleagues. This is a fantastic opportunity for you to build capability and ambition – contributing to our purpose and delivering brilliant results.

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 Glasgow office. As this role is based at our Glasgow office, this will apply from 1 April 2027 and ahead of that there will be a need to regularly connect with colleagues for collaboration events. 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. 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

• Responsible for driving consistency across the Flow Leader Specialist & Front-Line Manager population and ensuring “One Best Way” by ensuring our Standard Operating Procedures are in good shape and reviewed regularly.
• You’ll lead, coach and develop Front Line Managers to be effective strong people leaders who deliver results through people leadership, performance management, coaching, effective training & continuous drive to develop themselves and their teams. This will also contribute towards achieving outstanding sustainable engagement.
• Responsible for working with our planning team to ensure that short- and medium-term requirements are met in order to deliver for our customers.
• You’ll manage any issues or incidents in the team, ensuring that root cause analysis takes place, and any recommended improvements or actions are implemented.
• Your role will be to lead and own the Administration Team improvement plan that continuously improves productivity, delivers excellent customer service, plans for and mitigates risks to customers & colleagues & creates a standalone effective Administration team.
• You will drive excellence in quality whilst continuously reviewing the quality framework that is within the bank’s risk appetite.
• You will utilise your business operations, leadership, administration experience to transform the Administration Team.
• You will support the Operations/Senior Office Manager Day to day & ensure that you are in control of service level planning, training execution, people capacity and productivity management.

Qualifications

• Experience in leadership within Business Operations.
• Experience of all administration tasks fulfilled for Business customer’s.
• The ability to communicate clearly, concisely, and in an engaging manner, both verbally and in writing.
• Proven ability to build relationships both internally and externally.
• Detailed knowledge of processes and operational activities.
• Experience in delivering improvements in capability – both for individuals and teams.
• Familiar with basics of work planning, resource balancing, capacity management and Operations Excellence capability and skills.
• A proven track record of delivering Continuous Improvement and Innovation.

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.

The extras you’ll get

• 25 days holiday, pro rata.
• 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. The hiring manager for this role is Jordan Nicholson, and the main recruitment contact is Farah Khan.