Customer Operations Management Specialist

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Work type: Permanent Full Time
Location: London, Chester, George Street, Chester, Watergate Street, Newcastle Upon Tyne, Newcastle, Gosforth Centre, Leeds City, Leeds, Crossgates, Leeds, Hunslet, Leeds, Moortown, Head Office - Glasgow, Head Office - Newcastle, Hybrid, Edinburgh, Glasgow City
Categories: Customer Service

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 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.

• Manage the day-to-day relationship with our outsourced service providers, including 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.

• 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.
• Ability to liaise across Product (Unsecured Lending), Operations, Risk & Compliance; translating risk appetite and product nuances into operational expectations for vendors

• Experience of Unsecured Lending products and/or processes
• Controls and operational risk literate; comfort with SYSC 8

• 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

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