Business Unit: Customer Operations
Salary Range: £37,600 - £47,000 per annum DOE + red-hot benefits
Location: UK Remote with occasional travel to hubs or third-party sites
Contract Type: Permanent

Our Team

This is an opportunity to make a real difference to the services our customers receive right across the bank.  You’ll work as part of a small team who are responsible for providing print, mail and document storage services across all Virgin Money business units.  These activities are outsourced across four third-party relationships and this role is responsible for the management of those relationships, in conjunction with another Relationship Manager within the team.  As part of that, you’ll need to comply with the standards set out by Virgin Money and will also need to bring your own experience to drive the right activity to appropriately manage the service and associated risks.  You can follow established processes, but you also know that that’s not enough – and can evidence your track record in understanding what’s needed and prioritising the things that will make the most difference

What you’ll be doing

You’ll be responsible for Relationship Management activities across the 4 third parties in the area, with flexibility to agree the exact split of responsibilities between those third parties.  You’ll need to take responsibility for:

• Management and documentation of regular service, performance and contract reviews
• Development and approval of Exit Plans, Disaster Recovery and Contingency Plans
• Completion of Annual Contract Reviews and regular Financial Due Diligence Checks
• Obtaining relevant SME input and appropriate approvals for all parts of the oversight framework
• Development and maintenance of risk documentation
• Regular review and validation of invoices
• Ongoing completion of required controls – assessing effectiveness of the controls; developing them and providing attestation against them
• Engaging with a range of internal and external stakeholders to ensure services are being delivered in line with business needs and to identify risks and opportunities
• Manage processes to add, remove or amend services – along with the associated engagement with Procurement and Legal to create the supporting contract amends – in line with business needs
• Reviewing the external landscape to ensure services and contracts remain compliant
• Provide SME support for the business in relation to the supplier and their services, including for ad hoc requests
• Proactively develop a strategy for the supplier, making recommendations for how they can best provide support for Virgin Money customers
• Actively engage in Continuous Improvement activity – identifying opportunities to drive efficiency in the services
• Provide inputs to the Budget process to identify Threats and Opportunities
• Act as the voice of the Third Party within Virgin Money, ensuring that the working relationship is effective and there are no unnecessary barriers to delivering service

We need you to have

• Extensive experience managing third party relationships within an established framework
• Experience working in a highly regulated environment like Financial Services
• Experience of developing and managing third party risks – identify; socialise; manage; mitigate
• Experience of contract management – identification of required changes; drafting and approval
• Excellent communications skills, using presentations, written reports and data to create and tell a story that ensures buy-in.  Understands the importance of being able to articulate the “why” behind decisions or recommendations
• Ability to create and track plans to deliver against priorities, ensuring that stakeholders are appropriately engaged to avoid surprises
• Proactive and self-driven – always looking to do the right thing, not just what the process requires
• Ability to build and maintain effective relationships within and outside Virgin Money

It’s a bonus if you have but not essential

• Previous experience in the fulfilment environment – print, mail and archive storage
• Thorough understanding of the use of KPIs, SLAs and other measures to assess service – with the ability to identify where there is a need for coverage to be changed to close gaps

Red Hot Rewards

• 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. 
• Market-leading pension.
• Free private medical cover, income protection and life assurance.
• Flexible benefits include Cycle to Work, wellness and health assessments, and critical illness. 

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

Feeling insatiably curious about this role? 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.

Say hello to Virgin Money
We’re making great strides towards achieving our ambition of becoming the UK’s best digital bank.  As a full-service digital bank with a heritage stretching back over 180 years, we`re a workforce to be reckoned with.  We're putting the full power of our experience behind disruptive ideas that reinvent the role a bank plays in people's lives. We're customer obsessed and work tirelessly to create positive experiences for our millions of customers and deliver on our purpose, ‘Making You Happier About Money.’ Our customer centric culture means that we're able to do banking differently and by innovating and working together we can make a real difference. Join us and Live a Life More Virgin that empowers you with choice and flexibility in how you work.

Be yourself at Virgin Money
Our purpose is to make people happier about money, this means seeing and feeling the world as our customers do by creating a workforce that reflects the rich diversity of our customers and communities.  We’re committed to creating an inclusive culture where colleagues feel safe and inspired to contribute, speak up and be heard.  

As a Disability Confident Leader, we're committed to removing any obstacles to inclusion.  If you need any reasonable adjustments or support making your application, contact our Talent Acquisition team careers@virginmoney.com

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 you to confirm you have the right to work in the UK.

If you're 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 – we'll ask for six years of regulatory references, and once in the role, you'll be subject to periodic employment checks.