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For Companies At a Glance
- Tasks: Manage relationships with service providers to ensure top-notch customer experiences.
- Company: Join Virgin Money, a pioneering mutual bank focused on fairness and community impact.
- Benefits: Enjoy 25 days holiday, private medical insurance, and a competitive pension.
- Why this job: Make a real difference in customer service while developing your career in finance.
- Qualifications: Experience in financial services and managing outsourced service providers is essential.
- Other info: Be part of an inclusive culture that values your voice and contributions.
The predicted salary is between 41600 - 52000 £ per year.
Overview
Business Unit: Group Unsecured Lending
Salary range: £41,600 - £52,000 per annum
Location: UK Hybrid – Monthly travel to hub and suppliers
Contract type: Permanent
Our Team
Our Group Unsecured Lending team have an exciting opportunity for an Operations Performance Management Specialist to join them! You will be responsible for the day-to-day performance management oversight of our service providers, making sure that our customer-facing teams have everything they need to provide best in class experience when customers can’t find what they need when using our digital products and channels.
Responsibilities
- Manage the day-to-day relationship with our outsourced service providers, including tracking and managing the routines that keep our business moving to make sure our service providers know what our priorities are and make sure their priorities are the same.
- Support the ongoing maintenance of our service business rules, making sure we clearly articulate Virgin Money’s servicing requirements to our partners.
- Actively feed into forecasting routines so we have the right resource in place and constantly look for ways to improve the service experience when customers need to chat with us.
- Act as the go-between for the Unsecured Lending business and our operational service providers, holding our operational partners to account in providing quality service to our customers, in line with contractual obligations and risk appetite.
- Critically review service and quality performance management information and challenge our service providers on content, accuracy and results to get the best service for our customers.
- Listen to what our customers, oversight support partners and service providers are telling us about the service our customer facing teams are providing, through the review of customer feedback, assurance and outcome testing findings and quality results.
- Assist in the management of the relevant SYSC8 controls, including verifying the design and operating effectiveness of the controls.
- Identify operational performance risks and issues and make sure they have the right visibility and management actions in place, including monitoring progress against these.
- Escalate material issues to Senior Customer Operational Performance Manager.
What you’ll need
- Background in Financial Services working in an Operational role that has customers at the heart of everything they do including either customer service, customer experience, customer journey or similar.
- Hands-on experience managing outsourced service providers/BPOs (contact centre and back-office), including contractual obligations and service performance.
- Proven background in Identifying quality issues and customer outcomes.
- Experience in interpreting MI, challenging data quality and driving actions.
- Able to manage multiple objectives and managing a wide range of priorities and demands.
- Continuous improvement mindset.
- Ability to liaise across Product (Unsecured Lending), Operations, Risk & Compliance; translating risk appetite and product nuances into operational expectations for vendors.
Desirable
- Experience of Unsecured Lending products and/or processes.
- Controls and operational risk literate; comfort with SYSC 8.
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.
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.
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
We’re in the process of bringing Virgin Money and Nationwide together which, subject to Court approval, will happen on 2 April 2026. You can find out more about what this means at the following: do not include links in this refined version. If you’re successful in securing a role with us, your employment will move automatically to Nationwide when this transfer goes ahead. 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.
Customer Operations Management Specialist employer: 2022 - Chief Operating Office
Contact Detail:
2022 - Chief Operating Office Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Operations Management Specialist
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your own. This will help you stand out as someone who truly fits into their team.
✨Tip Number 3
Practice your responses to common interview questions, but keep it natural. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your experience effectively.
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email can leave a lasting impression and show your enthusiasm for the role. Plus, it keeps you on their radar!
We think you need these skills to ace Customer Operations Management Specialist
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Operations Management Specialist role. Highlight your experience in managing outsourced service providers and how you've put customers at the heart of your previous roles.
Showcase Your Skills: Don’t just list your skills; demonstrate them! Use specific examples from your past experiences that align with the responsibilities mentioned in the job description, like managing performance oversight or improving customer service.
Be Clear and Concise: Keep your application clear and to the point. Avoid jargon and make sure your key achievements stand out. We want to see your personality shine through while still being professional!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and shows us you’re serious about joining our team!
How to prepare for a job interview at 2022 - Chief Operating Office
✨Know Your Stuff
Before the interview, make sure you understand Virgin Money's values and how they align with your own. Familiarise yourself with their Group Unsecured Lending team and the specific responsibilities of the Customer Operations Management Specialist role. This will help you articulate how your background in financial services and operational roles can contribute to their mission.
✨Showcase Your Experience
Be ready to discuss your hands-on experience managing outsourced service providers. Prepare examples that highlight your ability to track performance, manage relationships, and ensure quality service. Use the STAR method (Situation, Task, Action, Result) to structure your responses and demonstrate your impact in previous roles.
✨Ask Insightful Questions
Prepare thoughtful questions that show your interest in the role and the company. Inquire about the challenges the Group Unsecured Lending team is currently facing or how they measure success in customer operations. This not only shows your enthusiasm but also helps you gauge if the company culture aligns with your expectations.
✨Emphasise Continuous Improvement
Highlight your continuous improvement mindset during the interview. Discuss specific instances where you've identified operational performance risks or quality issues and the actions you took to address them. This will demonstrate your proactive approach and commitment to enhancing customer experiences, which is crucial for the role.
