Business Unit: Chief Operating Office, Customer Services
Salary Range: £39,200 - £49,000 per annum DOE + benefits
Location: UK Hybrid - Glasgow/Newcastle
Contract Type: Permanent Full Time
Our Team
Within this fast-paced area of the business – Customer Services, we are passionate about installing sustainable disciplines so that things are done in a controlled manner and risk is minimized. This directly helps ensure safe delivery that protects our customers and colleagues.
The Risk & Control Manager role is key in supporting the oversight and analysis of critical processes within the function. You'll specifically support Risk, Controls & Governance offering the opportunity to work closely with multiple business units, enabling the role holder to enhance their personal profile within the COO Customer Services function.
What you’ll be doing
• Responsible for contributing to the effective management of the control environment across all areas of the Customer Services function ensuring that control frameworks are being implemented and managed efficiently.
• Responsible for supporting the business to monitor and addresses any operational control weaknesses arising within Customer Services.
• Providing counsel to risk & control representatives on their analysis of the risk profile across their function and its appropriate escalation to COO.
• Support the provision of advice and guidance materials (sourced from multiple contributors (e.g., 2LOD risk or 3LOD Internal Audit) to front line teams.
• Support Customer Services in the translation of Risk methodologies and frameworks (e.g., Risk Management Framework, Policy Management Framework and associated Policy Standards/Controls).
• Responsible for raising capability (knowledge, skills and competence) of ‘1A risk & control’ functional colleagues through coaching and development activities. The role holder will maintain relationships within Customer Services and escalate risks and issues which are not managed within agreed tolerances, typically working in partnership with their people leader (Senior Manager Operational Risk & Data Governance).
We need you to have
• Financial Services (FS) risk or audit professional with previous experience in a related role at similar level
• Demonstrable success in building effective working relationships with a variety of stakeholders at function or divisional level
• Proven business acumen with strong knowledge of Financial Services and FS risk profiling
• Good understanding of risk and control frameworks and risk management principles
• Understanding of the Bank’s risk management Policy Standards, risk frameworks and methodologies
• Training and knowledge gained in facilitation and influencing techniques
It’s a bonus if you have but not essential
• Good knowledge of the regulatory environment facing the FS sector, Virgin Money UK and Customer Services.
• Recognised risk or audit qualification(s) (e.g., Institute of Risk Management).
Red 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 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
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
We’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 https://uk.virginmoney.com/nationwide-transfer. 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.
