Quality Team Manager

Business Unit:  Risk Operations  
Salary range: £25,800 - £32,000 per annum depending on experience + benefits!
Location:  Hybrid - UK with occasional travel to office or Hub at Glasgow, Gosforth or Leeds
Contract type:  Permanent 

Our Team 

Risk Operations brings together operational areas who delightfully support customers in their moment of need. This could range from a bereavement in the family to customers in financial difficulty to fraudulent activity.

This role is critical in supporting the department by enhancing opportunities and also responding to emerging risks which the nature of the work brings with it. 

Customer experience is at the heart of everything that Risk Operations do, and we are continually looking for ways to improve this experience through Continuous improvements and customer journeys. 

What you'll be doing

• Ensuring the delivery of quality is embedded in line with policy and regulatory requirements, helping to ensure good customer outcomes and that key controls are maintained.
• Co-ordinate team resource to deliver testing in line with framework requirements across testing samples in the area.
• Provide mentoring and support to team of Quality Checkers to foster culture of good quality outcomes and drive continuous improvement.
• Conduct root cause analysis of quality outcomes, to identify areas of opportunity for improvement and implement corrective and proactive actions.
• Collaborate with other teams within the area and business to ensure quality is integrated into all parts of the customer journey.
• Create reports on quality metrics, findings and continuous improvements for management review.
• Ensure regulatory compliance (EG FCA<, PRA, GDPR, Consumer Duty) in all financial care processes.

We need you to have

• Proven experience in a quality management within banking, financial services, or customer care.
• Substantial knowledge of financial regulations and compliance requirements.
• Excellent analytical skills with the ability to turn insights into actionable improvements.
• Superb communication skills to be able to influence, coach, and engage at all levels.
• Proficient in QA tools, reporting systems, and performance metrics.
• Strong leadership qualities with the ability to build a culture of accountability and excellence.

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. 

If 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 Money

Virgin 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 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.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

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
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.