Fraud Operational Resource Manager

Business Unit: Fraud Service Delivery

Salary Range: £58,400 - £73,000 per annum DOE + red-hot benefits

Location: UK Remote – Occasional travel to local hub

Contract Type: Permanent

Be the voice we need. Live a life more Virgin.

Our Team

The world is changing and so are we. That is why we are a home for the courageous. We reward those who push themselves, but we know you would do it anyway. You are naturally curious, ambitious, and brave. You want to do big things, and we have the roles to make that happen.

As an Ops Resource Enablement Manager, you will play a crucial role in ensuring that our Fraud Operations team is sufficiently resourced and skilled to align to the commercial objectives of the Bank. You will use your experience as a people leader to motivate and drive a team who are responsible for the interlock between resource planning and recruitment, ensuring the team has the capability, skills and knowledge to protect the Bank and its customers.

What you’ll be doing:

• Responsible for leading and translating the resource requirements into a functional, operational delivery plan across all four areas of Fraud Operations; telephony, back-office processing, investigations and application/mule activity.
• Providing support to the Fraud Service Delivery Senior Manager by leading a team who operationalise our training and graduation bay onboarding program.
• Engage with senior stakeholders to effectively manage resource into Fraud Operations to ensure quality of customer experience and outcomes is at the forefront of the team’s vision.
• Shape and drive the resource planning delivery alignment to Virgin Money's operational and commercial objectives.
• Responsible for leading a team who are responsible for the interlock between HR Recruitment, Onboarding and the Fraud team, acting as escalation point for all colleague onboarding activity, providing direction, support and challenge.
• Identify opportunities to optimise capacity and drive efficiencies without compromising overall delivery of sourcing, onboarding and training solutions.
• Lead and improve effectiveness of resource management across the four pillars of Fraud Operations and understand the various challenges and requirements across a broad and technical area of the Bank.

We need you to have:

• Proven background and experience in a resource management and planning role within retail banking and fraud operations.
• Experience in leading a high performing team of fraud professionals within an operational planning environment.
• Detailed knowledge of resource management including resource allocation, onboarding and budgets.
• Recent experience in strategic and operational planning in a retail banking environment, ideally in fraud operations.
• In depth knowledge of fraud journeys and teams and their operational challenges and opportunities.
• Excellent knowledge of fraud typologies and a well-rounded understanding of regulatory obligations within a banking environment.
• Excellent analytical and problem-solving abilities with the capability to make data-driven decisions.

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.

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.