Business Unit: Customer Service & Operations  
Salary range: £58,400 - £73,000 per annum  DOE + benefits 
Location: UK Hybrid - Occasional travel to local hub
Contract type: Fixed Term Contract 8 months 

Our Team

Our Collections and Recoveries team is investing in strategic improvements across the Collections operation from policy and processes through to risks and controls, quality assurance, training, communication, and management information. These enhancements will ensure the operation is fit for purpose in the context of a continually evolving and complex regulatory landscape where customer circumstances require often tailored and sensitive solutions. Positive customer outcomes will continue to be at the heart of everything the function does with broader functional improvements driving a more engaging colleague experience across the front-line Collections operation. We are looking for individuals to join us this exciting strategic initiative, working with colleagues across Virgin Money and Nationwide as well as across various functions, to deliver improvements in the operation of the Collections and Recoveries function.

What you’ll be doing

• Leading, directing and designing the Financial Care Operational Execution Standard OES
• Undertaking continual assessment, simplification and monitoring of OES to ensure adherence and relevance to VMs strategic objectives and risk appetite. Responsibilities will include consideration of and responding to changing Group Policy & regulatory requirements.
• Maintaining and managing relationships regarding OES, ensuring compliance.
• Undertaking, as a minimum, annual review on the effectiveness of OES, prioritising and directing changes
• Working with the wider Policy, Process and Comms teams to ensure all supporting documentation, business SOPs and customer communications adhere to the requirements of the OES
• Develop and maintain the Financial Care Policy Manage Framework
• Embedding the OES across Financial Care

We need you to have

• Knowledge of VM’s credit policies
• Excellent communication and influencing skills.
• Experience of collaborating with people of all levels across the organisation to achieve the best possible result for the customer.
• Experience of stakeholder management and negotiating with people at all levels, including Leadership Team members

It’s a bonus if you have but not essential

• Previous experience in policy management
• A strong understanding of 3 Lines of Defence Model and Risk Management Principles
• A strong knowledge of regulatory frameworks

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. 

If we’re lucky to receive a lot of interest, we may close the advert early. Please ensure to submit your applications as soon as possible.  

Say hello to Virgin Money 

Virgin Money is so much more than just a bank. As part of the Nationwide group, together we're the UK's first full-service mutual bank serving millions of retail and business customers and all driven by our purpose; Banking but fairer, more rewarding and for the good of society. With us, you’ll be part of an organisation uniquely positioned to make a difference to the lives of customers, communities and broader society and embark on a collaborative, customer obsessed, and fun-filled career journey. Embrace the weekdays, enjoy fantastic perks, and make a meaningful positive difference. Time to discover what it means to be part of the first mutual full-service banking provider.  

 
Be yourself at Virgin Money 

At Virgin Money, we celebrate everyone. We have fun, think big, and relentlessly include each other, all in pursuit of our purpose: Banking – but fairer, more rewarding, and for the good of society.  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

Please note: If we receive a high volume of eligible applications, we may need to prioritise candidates whose skills and experience most closely align with the role, while still ensuring fair and equitable consideration for all applicants.

Now the legal bit 
Although some of our roles allow you to be based anywhere in the UK, 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.