Business Unit: COO - Customer Operations Salary Range: Up to 100k per annum depending on experience red-hot benefits Location: Hybrid - some travel to a local hub Contract Type: Permanent Don?t settle for dull. Live a life more Virgin. Our Team We?re customer obsessed at Virgin Money and expanding our team to help support Customer Operations to deliver world class experiences. A key part of that is ensuring we?ve the right number of colleagues at the right time to support our customers. We?ve an exciting new role where to lead the strategic direction of resource planning and performance insights activities across Customer Operations including Stores and Complaints, as well as teams within Customer Services, Credit Cards and Business Banking. What you?ll be doing Accountable for leading the strategic direction of resource planning and performance insights activities across Customer Operations including Stores and complaints, as well as certain teams within Customer Services, Credit Cards and Business Banking. Lead a first in class team to deliver the resource planning and operational performance insights across the function ensuring that VMUK?s vision, key results and business outcomes are effectively addressed and supported. Contributing to and supporting the change and transformational direction of COO Operations. Collaborate with senior stakeholders within the Commercial Leadership Team to ensure Commercial data and insights are fully integrated and a key input to strategic operations planning. Provide the Customer Operations Leadership team with resource & operational performance data and insight to enable Operational Area owners to manage their areas effectively and deliver required customer and business outcomes. Support the COO Operations function with resource planning to ensure that there are sufficient resources (>2,000 FTE & cost > 50m) to meet supply and demand including Commercial Plan, Change and Regulatory requirements. Develop the strategy & implement the framework to complete resource impact assessment of key change initiatives, large scale scenario planning, and ongoing evaluation of FTE forecasting models. We need you to have Significant experience in successfully creating and leading high performing teams ideally within a Resource and Planning Operation in Financial Services. Extensive knowledge of resource planning across large operational teams. Strong financial acumen and excellent data analysis skills with the ability to present insights, keeping the complex simple. Experience of delivering transformational change within resource planning and performance insight. Demonstrable experience of engaging and influencing at a senior level. A track record of understand the prevailing strategy and deliver the vision into operational areas. Strong technical knowledge of the external market landscape and best practice to bring the outside in. Exceptional customer focus and be outcome driven whilst driving a culture that values customers and delivers good outcomes. It?s a bonus if you have but not essential Multi skilled in other facets including, probability analysis, risk and corporate governance. 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? 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. 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, and 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 deliver on our purpose, ?Making You Happier About Money.? This means we?re able to do banking differently, and by innovating and working together we can make a real difference by creating memorable moments and red-hot experiences for our millions of customers. 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 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.
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