Governance Lead

Job description

The role is within the Customer Operations Function. Customer Operations is responsible for ensuring we deliver the best possible experience for our customers in the moments that matter most. Our function brings together complex customer support and servicing, banking and savings operations, and protection against fraud and financial crime. Together, we support customers with skill, compassion, and care – through some of their most important and complex moments.

This is a new role within the Governance Team, in which you will directly support the development of Economic Crime reporting, delivering enhancements to meet our consolidated Group reporting, thus helping us to effectively manage fraud financial crime risk and protect our members.

We are happy to consider flexible working approaches to help you perform at your best.

This is a 12 month Fixed Term Contract.

At [Employer hidden — view at passion-project.co.uk], we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK-wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected.

For this job, you'll be located at our nearest regional hub. There will be a need to regularly connect with colleagues for collaboration events in one of our office sites. This is anticipated to be quarterly in London. If your application is successful, your hiring manager will provide further details on how this works.

Virgin Money is now part of [Employer hidden]

[Employer hidden] acquired Virgin Money in October 2024. Virgin Money continues to serve customers on the high street, and there will be a phased and considered integration over the coming years.

You’ll be employed by [Employer hidden] from day one, delivering real impact and benefitting from a highly competitive range of benefits. We’re a workplace where you’re rewarded, recognised and celebrated.

If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.

What you’ll be doing

You’ll be responsible for supporting the development of Economic Crime reporting, delivering enhancements to meet consolidated Group reporting to effectively manage fraud financial crime risk and protect our members.

Working within a small team, you will lead on integration work around governance, linking in with new committee structures and ensuring the timely production of high-quality reporting to ensure insights are delivered to our Senior Management Teams.

This role is more than execution, you will collaborate with a broad range of stakeholders to shape the inputs over time, whilst owning the development and integration of risk and data inputs to ensure reporting adds value and accurately presents risks to meet our legal and regulatory obligations.

About you

For this role, you will have/be:

• Experience in successfully managing and coordinating committees or forums in a corporate governance environment
• The ability to prioritise workload and work to tight deadlines
• Excellent report and MI reporting skills with strong attention to detail and superb drafting skills with minimal oversight
• Able to raise difficult issues with senior management in a meeting environment
• Able to produce reporting to engage and influence senior management
• Knowledge and understanding of Economic Crime risk and industry trends
• Stakeholder engagement and relationship management skills
• Experience in managing people at different points of knowledge in a coaching and supportive style that is also delivery focussed

Our customer first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display, in every role:

• Feel what customers feel - We step into our customers’ shoes, using their feedback and insights to empathise with them and to understand their needs, so that every decision we make starts and finishes with our customers in mind
• Say it straight - We are brave in speaking out and saying what we think – we’re honest and direct with good intent, openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand
• Push for better - We don’t settle for mediocrity, we challenge the status quo, taking responsibility for continuous improvement and personal development
• Get it done - We prioritise what will have the greatest impact, we are decisive, and we take accountability for delivering brilliant customer outcomes

You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these.

The extras you’ll get

There are all sorts of employee benefits available at [Employer hidden], including:

• 25 days holiday, pro rata
• Access to 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 salary sacrifice scheme
• Life assurance to provide peace of mind for you and your loved ones in the event of your death
• Wellhub – access to a range of free and paid options for health and wellness
• Up to 2 days of paid volunteering a year

Banking – but fairer, more rewarding, and for the good of society

We forge our own path at [Employer hidden].

As a mutual, we’re owned by our members - those customers who bank, save or have a mortgage with us. We challenge the financial sector status quo. We don’t see customers as the engine of our own profit. We share our profits with them and put their needs first. Always there when they need us. Supporting them and their lives.

If you’re inspired by fairer finances, passionate about making a meaningful impact, and truly care about our customers, you’re one of us.

At [Employer hidden], you are challenged to grow and rewarded for doing so. Valued. Recognised. Inspired to be your best. As a community, we want our working lives to count. As a team, we celebrate what we achieve. As a standard-setter, we work for the good of customers, communities, and broader society.

We are purpose-driven. Uncompromisingly customer. Unstoppably [Employer hidden].

What to do next

If this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up-to-date CV and answer a few quick questions for us.

We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.