Costs & Operational Controls Manager

Costs & Operational Controls Manager – Virgin Money

Join to apply for the Costs & Operational Controls Manager role at Virgin Money.

Business Unit: Customer Service and Operations – Complaints function

Location: UK Hybrid – remote with option to work from Glasgow or Gosforth HUB

Our Complaints function is the voice of our customers and in our team our purpose is supporting our frontline colleagues so they can focus on our customers. This role brings clarity, control, and confidence to cost and FTE management across the Complaints department. By delivering insight and robust governance, we enable smarter decisions that help the Bank do the right thing for our customers. We’re not just about numbers — we’re about making a meaningful impact through financial transparency and operational excellence.

What you’ll be doing

• Reporting directly to the Senior Manager – Governance & support the purpose of this role is ensuring that the Complaints department costs and FTE are accurate & clear and adhere to agreed controls.
• Providing costs, FTE management & insights to inform and influence Senior Management strategy. You will provide accurate oversight and analysis of costs to Senior Management & Finance Partner.
• Ownership of month‑end finance processes including reconciliations and accruals, Purchase Order management and billing verification.
• Taking ownership of the recruitment approval process, managing all recruitment, new and backfill requests across the Complaints & Remediation teams (circa 400 FTE).
• Providing concise reporting and key analysis: monthly results in comparison to budget/forecast and KPI’s, identification of headwinds and tailwinds to the budget.
• Leading the production of annual, quarterly and interim cost and budget plans for submission to Senior Management and Finance.
• Building and maintaining relationships with multiple stakeholders including Complaints LT, Finance Partner, HR Partner, Complaints Operation Managers, Legal, Procurement, wider Team colleagues. Providing SME financial support when required.
• Supplier Relationship Management for suppliers ensuring due diligence, collaborating with Procurement to manage new and amended contracts and suppliers.

We need you to have

• Proven strong experience in financial management and cost control, forecasting and tracking within a banking or regulated environment.
• Hands‑on experience managing costs, FTE and supplier management.
• Demonstrable ability to logically analyse and interpret data.
• A track record in producing and presenting variance analysis, forecasting, cost savings identification in written and verbal formats.
• Exceptional communication skills, with the ability to engage with various stakeholders to present insights and ideas to audiences at all levels of the organisation, including senior stakeholders.
• Excellent Microsoft skills, including Excel and PowerPoint.
• Expertise in managing, implementing and enforcing operational controls to mitigate risk, ensure regulatory compliance and maintain process integrity.

It’s a bonus if you have (but not essential)

• Experience of P2P and the Bank’s procurement processes.
• Awareness of the Bank’s complaints process.
• Good knowledge of operation risk frameworks and internal controls.
• 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.
• Free private medical cover, income protection and life assurance.
• Flexible benefits including Cycle to Work, wellness and health assessments, and critical illness.

And there\’s no waiting around, you\’ll enjoy these benefits from day one.

🕕Applications Close: 7 Nov 2025 (11.55pm GMT)

🚨Note: 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.