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Business Unit: Fraud & Financial Crime, Group Customer Experience
Salary Range: £Individual Match
Location: Remote – work from anywhere within the UK
Contract Type: Permanent

Join Virgin Money as we transform our team into one that is ready to meet the challenges of the future, setting us up to support our ambition to disrupt the status quo and turn traditional banking on its head. We’re on the lookout for likeminded individuals and innovators to help drive our strategy forward. We’re also transforming how we work, offering our colleagues more choice, control and flexibility to live and work how they choose with A Life More Virgin.

Here’s what it means for YOU:

• 38.5 days annual leave for all colleagues (including bank holidays and pro rata if part-time)
• Five extra paid well-being days per year
• A 35 hour working week
• 20 weeks paid, gender neutral family leave (52 weeks in total) for expectant parents and those looking to adopt
• Market leading Pension & Private Medical Insurance
• Flexible benefits including Cycle to Work, Wellness & Health Assessments and Critical Illness
• Ability to work anywhere in the UK (where the role allows)

And, you get these Red Hot Rewards from day one!

The Economic Crime team is a first line of defence function responsible for day-to-day fraud and financial crime risk identification, ownership, management & control. Key responsibilities of the function include:

• Setting and delivering the economic crime strategies.
• Embedding a supportive risk culture
• Maintaining an effective control environment by implementing processes and procedures which adhere to policy set by the second line of defence.
• Providing EC expertise to drive change, as the Business looks to refine/ improve processes and controls currently impacting customer experience.

We are looking for an experienced Service Delivery Manager who will focus on the development of activities delivered within Fraud and Financial Crime Operations and oversight/ coordination of service support provided by Risk Operations within CT&O. The role will report directly to the Head of Fraud & Financial Crime and be a key player within the Economic Crime Leadership team. The role-holder will be instrumental in leading the effective interface with Risk Operations through developing strong governance, management information across customer journeys and relationships.

The role holder will be an advocate and driver for process improvement, considering the adequacy, efficiency and effectiveness of key processes and systems utilised, managing analysts to support these priorities coordinating with capabilities within Risk Operations and wider 1LOD teams within the FC Centre of Excellence.

The core role of our Leaders is to deliver the very best performance through their people by keeping our Purpose, Strategic Aims and Values & Behaviours at the heart of all they do whilst developing their team with stretching goals to build capability and ambition.

Day to day you’ll

• Play a critical role in embedding our culture; supporting performance within the Operations team
• Monitor and support Service delivery of all Economic Crime process undertaken by the Fraud and Financial Crime Operations teams in line with the agreed RACI and SLAs.
• Define new and enhance existing service standards and SLAs in collaboration with Fraud and Financial Crime Operations.
• Develop customer journey metrics through management information that feeds into an Economic Crime balanced scorecard and support management to monitor performance of service and impacts of Fraud and financial Crime strategies.
• Support the integration between Fraud and Financial Crime strategy and operational execution through input into the strategies that impact fraud loss, operational cost and customer experience.
• Work with Fraud and Financial Crime Strategy and Change teams to develop and maintain investigation procedures and standards.
• Work with the Fraud and Financial Crime Operations teams to identify and monitor process improvement opportunities that enhance effectiveness and efficiency of operations and create great customer experiences.
• Work with our Learning and development teams to deliver functional training on all Economic Crime matters.
• Enhance the short-term planning and forecasting processes to ensure our Operational teams can manage customer driven demand.
• Manage the business case process for additional capacity and capability requirements within Operations through to approval.
• Manage supplier relationships for third party services provided to Fraud and Financial Crime Operations.

To be successful you’ll need to bring

• Experience in the management of large Operational teams, ideally cross location and in a complex risk environment.
• Economic Crime subject matter expertise, in particular AML / CTF, Sanctions and Fraud.
• Working knowledge of Economic Crime risks and threats landscape.
• Knowledge of risk and control frameworks.
• Knowledge of Retail Bank products, distribution channels, customer types (retail and business mass market).

The following would be brilliant...but not essential

• Experience in managing suppliers and/or procurement
• Experience in implementing risk and control frameworks, and procedures within an operational environment
• A relevant recognized professional qualification in financial services or risk (ICA or equivalent).
• Have a proven track record in the management of financial crime risk

We really need you to have the skills and experience listed in the ‘To be successful you’ll need to bring’ section above, but the rest is just our wish list, so don’t let that put you off applying, we’d love to hear from you!

Feeling insatiably curious about this role? Apply as soon as you can. 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.

Inclusion at Virgin Money

Inclusion is at the heart of everything we do here at Virgin Money. It’s good for you, it’s good for us and it’s amazing for our customers. We know that great minds don’t think alike, so we rely on your diverse thoughts, feelings, beliefs and backgrounds to be the best we can possibly be. Got any questions about this or need some support with your application? We’d love to hear from you so get in touch with our careers team at [email protected].

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 to you to confirm you have the Right to Work in the UK.

If you’re successful securing a role with us, there are some checks you need to complete before starting. This includes a credit and criminal record check, as well 3 years' worth of satisfactory references. If the role is part of the Senior Manager and Certification Regime, it requires enhanced pre-employment checks - we’ll ask for 6 years' of regulatory references and once in role, you’ll be subject to periodic employment checks.