Location
Newcastle
Other Locations
Swindon / Wiltshire
London / Greater London
Northampton / Northamptonshire
Bournemouth / Dorset
Dunfermline / Fife Region
Sheffield / South Yorkshire
Wakefield / West Yorkshire
Belfast / Antrim
Birmingham / West Midlands
Cardiff
Chester
Glasgow / Glasgow City
Maidstone
Manchester
Norwich / Norfolk
Worthing
Edinburgh
Leeds
Salary
From £45,000
Contract
Permanent ( Full Time
)
Reference
3707
Closing Date
14 July 2026
Job description
Are you a Financial Crime Manager who knows how to get the very best out of people, thrives on developing others and brings strong Financial Crime expertise? This is a unique opportunity to lead and shape a brand-new telephony-based Financial Crime team within Financial Crime Operations. You’ll combine excellent written and verbal communication skills with the ability to engage, influence and challenge senior stakeholders, while building strong relationships and empowering your team to deliver continuous improvement.
In this fast-paced, customer-facing environment, you’ll drive team performance through effective planning, hands-on leadership and clear direction, ensuring escalations are managed with confidence and high-quality, risk-based decisions are made in real time. With solid management experience across Fraud, Financial Crime and Anti-Money Laundering, alongside a strong background in contact centre or telephony operations, you’ll play a pivotal role in embedding a high-performance culture, developing your people and ensuring controls are robust, compliant and consistently deliver the right outcomes for customers and the business.
We are happy to consider flexible working approaches to help you perform at your best.
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 assigned to 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 weekly in our Gosforth office. 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.
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.
What you’ll be doing
As a Financial Crime Manager, you’ll lead and inspire a telephony-based team in a fast-paced, customer-facing environment, ensuring inbound activity, outbound contact and escalations are handled with confidence, efficiency and care. You’ll take full ownership of service delivery, overseeing performance, capacity and SLA management while ensuring high-quality, risk-based decisions are made consistently in line with policy and regulatory standards.
You’ll play a key role in shaping and strengthening the team through effective recruitment, coaching and performance management, building capability and embedding a high-performance culture. Alongside delivering business change and ensuring operational readiness, you’ll implement robust processes and controls, maintain clear documentation and drive continuous improvement. Representing your team across projects and forums, you’ll provide valuable insight while ensuring all risk controls, regulatory requirements and internal policies are met, with a strong focus on delivering the right outcomes for both customers and the business.
About you
As a minimum, you will have:
Strong Financial Crime Operations experience with a solid understanding of core activities including transaction monitoring, screening and customer risk assessment
Proven experience leading teams within a telephony or contact centre environment, confidently managing real-time activity, escalations and performance
A track record of inspiring, motivating and developing others to achieve and sustain high performance
Experience delivering operational change and successfully embedding new processes and ways of working
Strong analytical and problem-solving skills, with the ability to interpret complex regulatory and technical information and communicate it clearly and effectively
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
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.
