Customer Operations Management Specialist in London

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. 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. 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.