Business Unit: COO - Customer Operations
Salary Range: Up to £100k per annum depending on experience + red-hot benefits
Location: Hybrid - with some travel to a local hub - Glasgow, Gosforth or Chester
Contract Type: Permanent
Don't settle for dull. Live a life more Virgin.
Our Team
We're customer obsessed at Virgin Money and expanding our team to help support Customer Operations to deliver world class experiences. A key part of that is ensuring we plan key strategic activity across all of Customer Operations, including alignment to the annual financial budget (£100m+), internal communications, colleague engagement and enablement. We've created a new role in Customer Operations to deliver this strategic agenda, deliver the financial year targets including all the change projects as well as sharing our journey and our successes with Customer Operations colleagues.
What you'll be doing
- Ensuring that the delivery of key activity across all of Customer is fully understood and planned for effectively; from major change activity and strategic business activity such as financial year budgets, through to changes in operational area operating models and processes.
- Responsible for the impact assessment of change and key activity across all of Customer Operations, working with the Resource Planning Managers who will assess impact to resource capacity models.
- Own and manage the Quarterly and Annual Change review (QCR/ACR) processes across Customer Operations.
- Support Customer Operations project owners in management of project spend and continuous improvement initiatives.
- Responsible for all Customer Operations colleague communications across 2,000+ colleagues.
- Collaborate with teams across the Enterprise to understand business challenges being addressed by Customer Operations including costs and resources.
- Facilitate prioritisation discussions across the change portfolio, ensuring alignment to the key results and outcomes.
- Work closely with the Finance Business Partner community on the ongoing tracking and management of Budgets.
- Gatekeep the overall change budget ensuring complete alignment with the agreed/funded change initiatives.
- Develop and monitor early warning systems to ensure rapid responses to risks/issues associated with outcome delivery or benefit realisation.
- As an SME, develop strategies to get critical delivery back on track and see through to desired outcomes.
- Working alongside Finance, owning reporting of the Financial Budget across Customer Operations.
- Develop our talent and optimise our resources, with a focus on strong leadership and engagement.
We need you to have
- Demonstrable experience of collating complex multi-dimensional data from various sources, extracting themes and presenting them for business relevance and organisational impact.
- Experience of defining and constructing complex plans across a range of parameters.
- Strong strategic analysis skills with and experience of positioning of financial budgets and results.
- A flair for identifying key issues, trends and themes from complex information.
- Strong leadership skills with a track record of building performing teams within Customer Operations and retail banking.
- Superb financial acumen with experience in managing a complex multi-faceted business area .
- Gravitas with the ability to influence senior stakeholders.
- Strong technical knowledge of the external market landscape and best practice relating to operational planning, resourcing, and insights.
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, and 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 deliver on our purpose, ‘Making You Happier About Money.' This means we're able to do banking differently, and by innovating and working together we can make a real difference by creating memorable moments and red-hot experiences for our millions of customers. 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
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