Business Unit: Customer Service & Operations – Customer Operations
Salary Range: £31,600 - £39,500 per annum DOE + red-hot benefits
Location: UK Hybrid – Glasgow, Gosforth or Leeds
Contract Type: Permanent

Our Team

Our Business Analysis, Governance & Reporting team are looking for a Performance & Reporting Specialist. The team coordinate meaningful insight to drive effective decision making, own our governance framework, and manage reporting to Board and Executive level stakeholders. You will support our Business Analysis & Reporting Manager in producing Customer Operations and wider Group reporting, coordinating goals / priorities, and delivering insight.

No two days are the same, as we operate flexibly to support ever-changing business and customer needs.

What you’ll be doing

• Supporting delivery of performance reporting and actionable insight. Identifying trends, investigating performance, and escalating emerging challenges.
• Producing reports and briefings for Board / Executive audiences, ensuring content is accurate, well-presented and action orientated. Ensuring adherence to bank-wide standards, formats and reporting timeframes.
• Tracking Customer Operations cost performance and delivery of benefits relative to budgets.
• Supporting business areas across Customer Operations in the delivery of core governance, insight and reporting requirements.
• Working with the Customer Operations Extended Leadership Team in managing and delivering emerging reporting requirements.
• Prioritising demands and delivering role requirements in a fast moving and challenging environment.

We need you to have

• A structured approach to reporting across operational performance, change and financial disciplines.
• Excellent written communication skills, with an ability to summarise complex information into key reports and briefings for senior stakeholders.
• An eye for detail, ensuring accuracy of reporting and consistency of messaging.
• Experience in delivering meaningful performance insight, identifying trends and clearly presenting information in formats suitable for senior stakeholders.
• A proven analytical ability to effectively problem-solve in a challenging and truly fast-paced environment.
• Efficient and organised, with an ability to prioritise competing requirements in real time.
• Customer focused, outcome driven, and supporting an organisational culture that values customers.

It’s a bonus if you have but not essential

• Advanced Excel and PowerPoint skills – Analysing data and making it mean something. Think infographics and visual PPT packs, rather than pages of numbers.
• Experience in the oversight and reporting of cost, budgets and benefit tracking.

Red Hot Rewards

• Generous holidays - 38.5 days annual leave (including bank holidays and prorated if part-time)​ plus the option to buy more.
• Up to five extra paid well-being days per year​. 
• 20 weeks paid, gender-neutral family leave (52 weeks in total) for expectant parents and those looking to adopt. 
• Market-leading pension.
• Free private medical cover, income protection and life assurance.
• Flexible benefits include Cycle to Work, wellness and health assessments, and critical illness. 

And there's no waiting around, you'll enjoy these benefits from day one.

Feeling insatiably curious about this role? If we’re lucky to receive a lot of interest, we may close the advert early and would hate you to miss out.

We're all about helping you Live a Life More Virgin, so happy to talk flexible working with you.

Say hello to Virgin Money
We’re making great strides towards achieving our ambition of becoming the UK’s best digital bank.  As a full-service digital bank with a heritage stretching back over 180 years, we`re a workforce to be reckoned with.  We're putting the full power of our experience behind disruptive ideas that reinvent the role a bank plays in people's lives. We're customer obsessed and work tirelessly to create positive experiences for our millions of customers and deliver on our purpose, ‘Making You Happier About Money.’ Our customer centric culture means that we're able to do banking differently and by innovating and working together we can make a real difference. Join us and Live a Life More Virgin that empowers you with choice and flexibility in how you work.

Be yourself at Virgin Money
Our purpose is to make people happier about money, this means seeing and feeling the world as our customers do by creating a workforce that reflects the rich diversity of our customers and communities.  We’re committed to creating an inclusive culture where colleagues feel safe and inspired to contribute, speak up and be heard.  

As a Disability Confident Leader, we're committed to removing any obstacles to inclusion.  If you need any reasonable adjustments or support making your application, contact our Talent Acquisition team careers@virginmoney.com

Now the legal bit
Living A Life More Virgin allows our colleagues to be based anywhere in the UK (if the role allows it), but we'll need you to confirm you have the right to work in the UK.

If you're successful in securing a role with us, there are some checks you need to complete before starting. These include credit and criminal record checks and three years' worth of satisfactory references. If the role is part of the Senior Manager Regime and Certification Regime, it requires enhanced pre-employment checks – we'll ask for six years of regulatory references, and once in the role, you'll be subject to periodic employment checks.