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Outsourced Services Mgr Investment & Pensions

Apply now Job no: 051513
Work type: Fixed Term Full Time
Location: England - Newcastle, England - London, UK
Categories: Specialized Business

Business Unit: Investments & Pensions
Salary: £32,822 - circa £41,000 depending on experience
Location: UK Flexible
Contract Type: Fixed term contract - 6 months

We’ve an opportunity for an Outsourced Service Manager to join our Investments & Pensions team which is part of an exciting partnership between Virgin Money and Aberdeen Standard Investments. It’s an important role supporting the management of an outsourced Investments & Pensions Third Party Administrator (TPA) under SYSC 8 regulation and supporting elements of our operational readiness Investments & Pensions transformation programme. You'll work closely with the other members of our small Partnership Management Team to carry out the tasks required to allow the team to achieve its objectives in both BAU and Transformation.

Here’s what you’ll be doing
• Conduct first line of defence supervision, governance and ongoing due diligence oversight over our existing TPA including process reviews, contact quality monitoring, MI analysis and trend reporting.
• Manage to resolution customer related referrals, queries and incidents raised by our TPA and from across the bank, ensuring first time resolution and the best possible customer outcomes.
• Provide operational SME input into all aspects of the Investments & Pensions (I&P) Transformation programme as required, undertaking data, process and solution analysis and problem solving.
• Ensure Virgin Money Investments (VMI) will deliver ongoing excellent customer service by working with TPA operations to build, enhance and maintain best of breed processes.
• Support the business by building internal processes and standards to ensure efficient completion of oversight responsibilities.
• Analyse performance data and prepare appropriate internal reporting to senior management, identifying remedial action plans where appropriate to enhance TPA or VMI performance.
• Support the Team by being proactive in relationship building, problem solving and management of new and existing partners against the SRM oversight standards.

To be brilliant you must have
• Operational experience either in a Life & Pensions or Investment financial services Call Centre or Administration function.
• Or experience of managing a supplier relationship including the operation of governance and supplier standards in a Life & Pensions or Investment business.
• Knowledge of relevant industry regulation including SYSC 8, CASS, COLL & COBBs FCA Rule books.
• Strong product and industry knowledge regards Pension and Investments (ISA).
• Problem solving and stakeholder management skills.
• Ability to work alone and as part of team to achieve challenging targets.

It’s a bonus if you have…but not essential
• High level understanding of Supplier Management Frameworks.
• Proven focus on customer and the delivery of customer experience.
• Ability to utilise Excel to store, interrogate and report operational data.

RED HOT Rewards
• A generous holiday package and the option to buy more!
• Private Medical Insurance - with the option to extend to family members.
• Pension! A market leading pension – we’ll top up your contributions too.
• Flexible benefits – customise your rewards to work for you!

Inclusion at Virgin Money
Inclusion is at the heart of everything we do here at Virgin Money. It’s good for you, it’s good for us and it’s amazing for our customers. We know that great minds don’t think alike, so we rely on your diverse thoughts, feelings, beliefs and backgrounds to be the best we can possibly be. Got any questions about this or need some support with your application? We’d love to hear from you so get in touch with our friendly team at or

Point to note…
At the minute, depending on which team you are joining, lots of us are working from home. This is something that may change over time, and if so, we will come together in one of our hub locations, giving you the chance to meet your new colleagues in person. We will of course, make sure you have the IT equipment to access our systems and to interact digitally with your new team and colleagues, but we thought it best to let you know this in advance, so you can make sure you are set up to work safely and productively. If you have any questions on this let us know!

Now the legal bit…
If we offer you a job and you accept, there are some checks we need to complete before you can start with us. This will include a credit and criminal record check, as well as providing 3 years' worth of satisfactory references.

Advertised: GMT Daylight Time
Applications close: GMT Daylight Time

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