Customer Operations Management Specialist

Business Unit: Group Unsecured Lending
Salary range: 41600 - 52000 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 cant find what they need when using our digital products and channels.

What youll be doing

• 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 Moneys 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.

We need you to have

• 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

Its a bonus if you have but not essential

• 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 were 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 theNationwide grouptogether were the UKs 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 youll 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.Were committed to creating an inclusive culture where colleagues feel safe and inspired to contribute speak up and be heard.

As a Disability Confident Leader were 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

Were 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 If youre 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 well need you to confirm you have the right to work in the UK.

If youre 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 well ask for six years of regulatory references and once in the role youll be subject to periodic employment checks.