Business Unit: Customer Service & Operations
Salary Range: £58,400 - £73,000 DOE + benefits
Location: UK Remote
Contract Type: Fixed term contract until end June 2026

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

• Develop and maintain the FS Regulatory Obligations Register, articulating how Financia Care (FC) adheres to regulation such as CONC and MCOB.
• Provide opinion, oversight and independent challenge of policy, process, systems and procedures to ensure compliance with current and evolving, internal and external regulatory standards.
• Provide sound and up-to-date advice and guidance regarding the FCA’s approach relevant rules, regulations, and guidance and any emerging and developing areas of interest which could have an impact that impacts FC activities.
• Establish, build and maintain strong relationships with a wide range of stakeholders
• Attend and contribute to project and business committees and forums and, where appropriate, deputise for the Head of Financial Care Regulations. 
• Provide SME input to the Policy Manager on regulatory requirements to be included in the FC Operational Execution Standard.
• Keep abreast of industry best practice developments and have an excellent working knowledge of the FCA Handbook.
• Work collaboratively with respective business areas to develop, agree, review and challenge conduct risk mitigation and management strategies. 
• Conduct regular analysis and review of relevant MI with a view to provide challenge to business units on its status and quality and actions being taken to mitigate potential customer harms.
• Lead in the provision of guidance, oversight and challenge in the context of any past business reviews, remediation activity in the context of legacy issues and the defining and implementation of a conduct strategy for the Group.

We need you to have

• Experience working in financial services in a compliance or risk function.
• Knowledge of Collections & Recoveries activities
• A track record of presenting to, interacting with, and building trusted relationships with key internal stakeholders, business partners and relevant external parties such as UKF.
• Experience of influencing at a senior management level.
• Ability to manage the needs of multiple senior stakeholders and deal with competing priorities.
• Ability to identify and challenge the Business with a view to mitigating the risk of customer harm and ensuring compliance with relevant regulations and guidance; and
• Excellent written / verbal communication skills.

It’s a bonus if you have but not essential

• Good knowledge of CONC 7 & NCOB 13.
• Good knowledge of Risk Management disciplines and the three lines of defence model.
• A good working knowledge of Virgin Money’s products, services and customer journeys
• A good level of knowledge of the Bank’s policies pertaining to Regulatory & Compliance and Conduct Risk.

Red Hot Rewards  

• 25 days holiday per year, increasing over time to 30. Plus, an option to buy more, giving you even more choice.
• 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 flexible benefits scheme
• Life assurance to provide peace of mind for you and your loved ones
• Up to 2 days of paid volunteering a year

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.