Risk Governance Manager

Business Unit: Customer Service & Operations
Salary range: £58,400 - £73,000 per annum DOE + Benefits
Location:  UK Remote
Contract type: 18 Month FTC

Our Team

We’ve got an exciting opportunity for a secondment as Risk Governance Manager within the Service, Development & Assurance Team in CT&O. If you're insatiably curious and passionate about making a difference, this could be the perfect next step.

In this role, you’ll play a key part in supporting the Financial Care & Customer Support Ops functions to deliver its strategic goals. You’ll help operational managers stay on track with governance routines, risk profiling, control monitoring, and other essential risk management activities—all of which have a meaningful impact on our customers and our business.

You’ll also lead a team of Senior Analysts and RCA Analysts, driving root cause analysis on complaints to improve customer journeys and enhance colleague experiences. So, if you’re someone who’s risk-focused, customer-centric, and passionate about people leadership, we’d love to hear from you.

This role offers the chance to work across a wide range of products and services within Financial Care and Customer Support Operations—bringing variety, challenge, and the opportunity to make a real impact.

What you’ll be doing

• Provide day-to-day support and guidance to a team of Senior Analysts responsible for delivering Risk Governance activities and Root Cause Analysis (RCA) across the FCT function, ensuring high standards, consistency, and alignment with strategic objectives
• Tracking assurance activity, ensuring alignment with the FCT Oversight Plan and that analysts are focused on the right areas of risk.
• Maintaining and developing FCT Risk Profile, ensuring this is kept up to date, current and reflective of ongoing challenges within the area.
• Supporting the production of FCT Risk Governance Pack for the monthly Risk Governance Session
• Chair monthly Risk Governance sessions, setting the agenda and ensuring outputs support effective oversight and decision-making.
• Provide timely insights and updates to the FCT Leadership Team, including tracking and reporting on the delivery of issues (IUMs) and KIS at fortnightly sessions, ensuring visibility and accountability for remediation
• Guiding the team in executing the FCT Control testing Assurance Plan, ensuring assurance activities are proportionate to risk exposure and delivered to a high standard.
• Ensuring analysts conduct effective testing of key controls for both design and operational effectiveness.
• Challenging and supporting the identification of material risks and control issues and holding the business to account for delivering agreed remediation actions.
• Ensuring analysts communicate assurance findings clearly and concisely, articulating the
• Overseeing analyst support to business units on control mapping and issue remediation, including the closure of second- and third-line findings to a satisfactory standard. Providing SME support where applicable.
• Ensuring timely and accurate escalation of risk information to the FCT Leadership Team and corporate risk committees, with input from the team aligned to governance expectations.
• Encouraging a culture of professionalism, curiosity, and integrity, ensuring the team engages productively with stakeholders at all levels and builds strong working relationships. 

We need you to have

• Strong experience, knowledge and understanding of operational risk, performance and governance frameworks.
• Knowledge and understanding of the various areas within Risk Operations, to support the best possible outcomes for our customers.
• Experience of working to a high level of detail and at pace.
• Strong communication skills, with the ability to convey complex messages and ideas to a variety of stakeholders.
• The ability to quickly build positive working relationships with a variety of stakeholders.
• Ability to turn ideas into practical solutions.
• Ability to manage your time and workload effectively. 

It’s a bonus if you have but not essential

• Team Manager experience or experience working in a leadership capacity, supporting team development, performance management, or driving operational improvements

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.