Business Unit: Fraud Service Delivery
Salary Range: £58,400 - £73,000 per annum DOE + red-hot benefits
Location: UK Remote – Occasional travel to hub – Glasgow, Gosforth, Leeds, London
Contract Type: Permanent

Live to challenge the status quo. Live a life more Virgin.

Our Team

We’re looking for a passionate and driven Quality Assurance Manager to lead a team of analysts within Fraud Operations. You will be responsible for the end-to-end service delivery, including management of workflow and driving consistency across the Quality & Compliance population. You will report to the Fraud Service Delivery Senior Manager and form part of the Fraud Service Delivery leadership team.

What you’ll be doing

• Lead a team to provide assurance on the performance of colleagues, high risk processes and high-risk people to ensure delivery of compliant customer journeys.
• Develop and manage controls to ensure that the systems and processes used within fraud operations meet regulatory frameworks and internal policies.
• Maintain a suite of MI and analyse error examples and trends across Fraud Operations to identify gaps and make recommendations to senior management.
• Facilitate regular reviews of findings with managers to ensure a collaborative approach to feedback.
• Raise capability of operational teams through coaching and development activities.
• Use root cause analysis and team-based problem solving to arrive at solutions and improved ways of working.
• Support the Fraud Operations leadership team in making tactical and strategic decisions to enhance customer experience.

We need you to have

• Strong experience in strategy development in a Quality Assurance context within Financial Services or Retail Banking.
• Proven experience in leading a successful quality assurance/compliance team
• Detailed knowledge of fraud processes and operational activities within a retail banking environment.
• Experience in delivering improvements in capability for individuals and teams
• In depth knowledge of fraud typologies within a retail banking environment
• Practical understanding of policy and regulatory requirements
• Knowledge of Retail Banks products, distribution channels, customer types (retail and business mass market)

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.