Job Title

Business Unit: Customer Service & OperationsSalary range: £58,400 - £73,600 per annumLocation: UK Hybrid - Occasional travel to local hubContract type: Fixed term contract until end Dec 2026Our TeamOur Collections and Recoveries team is investing in strategic improvements across the Collections operation from policy and processes through to risks and controls, quality assurance, training, communication, and management information. These enhancements will ensure the operation is fit for purpose in the context of a continually evolving and complex regulatory landscape where customer circumstances require often tailored and sensitive solutions. Positive customer outcomes will continue to be at the heart of everything the function does with broader functional improvements driving a more engaging colleague experience across the front-line Collections operation. We’re looking for individuals to join us to help deliver this exciting strategic initiative, working with colleagues across Virgin Money and Nationwide, to deliver improvements in the operation of the Collections and Recoveries function.What you’ll be doingLeading, directing and designing the Financial Care Operational Execution Standard OESUndertaking continual assessment, simplification and monitoring of OES to ensure adherence and relevance to VMs strategic objectives and risk appetite. Responsibilities will include consideration of and responding to changing Group Policy & regulatory requirements.Maintaining and managing relationships regarding OES, ensuring compliance.Undertaking, as a minimum, annual review on the effectiveness of OES, prioritising and directing changesWorking with the wider Policy, Process and Comms teams to ensure all supporting documentation, business SOPs and customer communications adhere to the requirements of the OESDevelop and maintain the Financial Care Policy Manage FrameworkEmbedding the OES across Financial CareWe need you to haveExperience in Policy Management within Financial Services or BankingKnowledge of credit policiesExcellent communication and influencing skills.Experience of collaborating with people of all levels across the organisation to achieve the best possible result for the customer.Experience of stakeholder management and negotiating with people at all levels, including Leadership Team membersIt’s a bonus if you have but not essentialPrevious experience in policy managementA strong understanding of 3 Lines of Defence Model and Risk Management PrinciplesA strong knowledge of regulatory frameworksRed 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 insuranceA highly competitive pension to help you build a strong foundation for retirementAccess to an annual performance-related bonusTraining and development to help you progress your careerA great selection of additional benefits through our flexible benefits schemeLife assurance to provide peace of mind for you and your loved onesUp to 2 days of paid volunteering a yearIf we’re 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 MoneyVirgin Money is so much more than just a bank. As part of the Nationwide group, together we're the UK's 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, you’ll 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 MoneyAt 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. 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@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 bitWe’re 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 you’re 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, 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.