Head of Customer Selection and Exit Management, Glasgow

2 weeks ago

Glasgow, Glasgow City, United Kingdom TN United Kingdom Full time

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Head of Customer Selection and Exit Management, Glasgow

Client: Virgin Money

Location: Glasgow, United Kingdom

Job Category: Customer Service

EU work permit required: Yes

Job Reference:

dbf3678ea467

Job Views:

3

Posted:

11.03.2025

Expiry Date:

25.04.2025

Job Description:

Business Unit: Economic Crim Hub (Risk)
Salary Range: £76,000 - £95,000 per annum DOE + red-hot benefits
Location: UK Remote – occasional travel to hub – Glasgow, Gosforth, London, Leeds
Contract Type: Permanent

Live to challenge the status quo. Live a life more Virgin.

Our Team

This is an exciting time to lead the newly created Customer Selection and Exit Management team (CSEM) and play a key senior leadership role in the Economic Crime Transformation programme. You would be accountable for the approval of all High-Risk Customer Relationships and the end-to-end customer selection and exit management process for customers where there are suspicions of economic crime, and where customers are outside of the banks risk appetite. It's a great opportunity to be involved, at a senior level, in strengthening our controls and protecting customers and the bank from individuals who want to use Virgin Money to launder the proceeds of crime.

What you'll be doing

  • Approving high risk customer relationships and exiting customers where there are suspicions of economic crime, or the customers are outside of VMUK's risk appetite.
  • Working collaboratively with senior managers across first and second line of defence to ensure all decisions are consistent with the technical standards for Virgin Money and are regularly reviewed in line with any changes in the regulatory framework.
  • Preparing and presenting the case information in a structured, clear, factual and well-articulated way to make it simple for the panel of senior managers to understand and support consistent decision making.
  • Ensuring the timely execution of exit decisions to ensure risks are fully mitigated and ensure controls are in place to prevent previously exited customers from re-onboarding.
  • Maintaining accurate registers of High-Risk Customers and records of Exit Panel decisions ensuring strong and robust governance.
  • Producing accurate MI tracking the progress of cases through CSEM to ensure decisions and exits are executed within the timescales set out in the banks risk appetite.
  • Conducting checks throughout the notice period to ensure any unusual transactions are escalated immediately and the risk mitigated.
  • Continuously seeking out opportunities to streamline decision making and driving efficiency.
  • Ensuring controls are effective to prevent customers previously exited for financial crime being able to open a new relationship anywhere in the VM group.
  • Assist senior management in Financial Crime operations to identify training and development requirements to improve the quality of investigations reports.
  • Ensuring adherence to the regulatory requirements relating to the Proceeds of Crime Act 2002 such as seeking consent under the Defence against Money Laundering (DAML).
  • Ensure compliance with external bodies such as National Hunter, National Crime Agency, and UK Finance alongside Regulatory, Legal, HR and TCF requirement.

We need you to have

  • A strong background of Financial Crime Risk in banking or financial services, especially Operations.
  • Demonstrable experience in using management information (MI) to identify opportunities to improve processes, forecast operational demand spikes and guiding teams on managing operational volumes.
  • Experience in leading direct and indirect teams by influence and negotiation.
  • Well-developed decision making and judgement with experience of approving High Risk customer reviews.
  • Experience of working closely with colleagues from all three lines of defence.
  • Managing risk and control environment, strong customer awareness and analytical skills.
  • Excellent communication, interpersonal, questioning and listening skills.

It's a bonus if you have but not essential

  • Familiar with Money Laundering Regulations, JMLSG guidance and FCA handbook.
  • Regulatory requirements relating to the Proceeds of Crime Act 2002 such as seeking consent under the Defence against Money Laundering (DAML).

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.
  • 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 Money
We'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 Money
Our 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.

Now the legal bit
Living 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.

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