Head of Financial Care Regulations - #1722530

Business Unit: Customer OperationsSalary Range: £76,000 - £95,000 per annum DOE + red-hot benefitsLocation: UK Hybrid – occasional travel to local hubContract Type: Permanent

Our Team

An exciting opportunity has arisen for a Head of Financial Care Regulations to join our Financial Care team! Reporting to the Head of Financial Care, you’ll be a key member for the team, responsible for ensuring that our Policy adherence, Processes and Customer Communications for POA, Bereaved, Vulnerable and Collections and Recoveries meet regulatory expectations.

You’ll develop, implement and run a framework for all activities and strategies in a highly controlled and governed manner, ensuring adherence to regulatory requirements.

What you’ll be doing

• Management of Line 2/3 Consultant & Regulator Activities, including the management of all reviews, evidence, and the closure of any recommendations on time and in budget.
• Work with the relevant bodies such as UKF and other parties, dealing with any changing legislation or regulation and ensuring horizon scanning.
• Ensure all our processes and comms etc align with expectations, and that they are clear and simple to ensure customer and colleague satisfaction, and that timely reviews are completed on all.
• Management of all “minor” remediation projects undertaken within the directorate, in line with regulatory expectations, or the liaison with central remediation if major projects are required that need Financial Care expertise.
• Engage and influence internal and external stakeholders at a senior level to drive desired business outcomes.
• Ensure appropriate controls are embedded adhering to relevant risk and compliance standards.
• Lead, coach and mentor a team of both direct and indirect reports, acting as a role model for our Purpose and Customer First Behaviours.

We need you to have

• Expert in MCOB / CONC and other relevant regulatory and legal requirements.
• Significant experience in Policy and Process framework design, delivery and execution.
• Secured and unsecured collections and recoveries expert.
• Expertise in Quality control and customer journeys to ensure enhancement of the customer experience whilst meeting all regulatory obligations.
• Significant experience in Policy and process re-engineering and continuous improvement
• Proven management and leadership skills with excellent coaching and development abilities.
• Proficient in extracting and translating data for analysis and developing metrics to evaluate performance

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? 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 MoneyWe’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. 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 create positive experiences for our millions of customers and deliver on our purpose, ‘Making You Happier About Money.’ Our customer centric culture means that we're able to do banking differently and by innovating and working together we can make a real difference. Join us and Live a Life More Virgin that empowers you with choice and flexibility in how you work.Be yourself at Virgin MoneyOur 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 (email address removed)

Now the legal bitLiving 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.