Policy Manager in Glasgow

Business Unit: Customer Service & Operations
Salary range: £58,400 – £73,000 per annum DOE + benefits

Location: UK Hybrid – Occasional travel to local hub
Contract type: Fixed Term Contract 8 months

Our Team

Our Collections and Recoveries team is investing in strategic improvements across the Collections operation from policy and processes through to risks and controls, quality assurance, training, communication, and management information. These enhancements will ensure the operation is fit for purpose in the context of a continually evolving and complex regulatory landscape where customer circumstances require often tailored and sensitive solutions. Positive customer outcomes will continue to be at the heart of everything the function does with broader functional improvements driving a more engaging colleague experience across the front-line Collections operation. We are looking for individuals to join us this exciting strategic initiative, working with colleagues across Virgin Money and Nationwide as well as across various functions, to deliver improvements in the operation of the Collections and Recoveries function.

What you\’ll be doing

• Leading, directing and designing the Financial Care Operational Execution Standard OES
• Undertaking continual assessment, simplification and monitoring of OES to ensure adherence and relevance to VMs strategic objectives and risk appetite. Responsibilities will include consideration of and responding to changing Group Policy & regulatory requirements.
• Maintaining and managing relationships regarding OES, ensuring compliance.
• Undertaking, as a minimum, annual review on the effectiveness of OES, prioritising and directing changes
• Working with the wider Policy, Process and Comms teams to ensure all supporting documentation, business SOPs and customer communications adhere to the requirements of the OES
• Develop and maintain the Financial Care Policy Manage Framework
• Embedding the OES across Financial Care

We need you to have

• Knowledge of VM\’s credit policies
• Excellent communication and influencing skills.
• Experience of collaborating with people of all levels across the organisation to achieve the best possible result for the customer.
• Experience of stakeholder management and negotiating with people at all levels, including Leadership Team members

It\’s a bonus if you have but not essential

• Previous experience in policy management
• A strong understanding of 3 Lines of Defence Model and Risk Management Principles
• A strong knowledge of regulatory frameworks

Red Hot Rewards

• Generous holidays days annual leave (including