Fulfilment Operations Manager

Business Unit: COO, Delivery & Readiness 
Salary range: £47,200 - £59,000 per annum DOE + red-hot benefits
Location:  UK Remote  with some travel into a hub

Get out of your comfort zone. Live a life more Virgin.

The Fulfilment Operations Manager is part of the team responsible for the production and dispatch of customer correspondence (letters and statements) and offsite archive storage and retrieval services. 

This role is critical in ensuring that internal business areas can provide the right services to VM customers.  These services are outsourced and the role holder will work closely with the Supplier Relationship Managers for Paragon, APS, Royal Mail and Iron Mountain as well as with the Commercial Analyst overseeing the related budget.

What you'll be doing

• Ensuring that third parties create and dispatch the fulfilment items requested by business users - delivering robust reconciliation and risk management
• Ensuring that the third party storage partner carry out requests to archive, store, retrieve and destroy documents in line with business requests - with robust reconciliation and risk management
•Managing the day to day services provided by Royal Mail, in conjunction with the VM Mail Room
•Responsible for stock management of fulfilment base items
•Escalating to the SRM to help resolve ongoing issues, incidents, risks, invoice queries, contract amends, commercial enhancements
•Proactively identifying service improvements and efficiencies
•Managing the correspondence change process with print partners - taking business requests for new or amended correspondence and ensuring it is delivered effectively (in future, elements of this will be delivered in house)
•Assessing and documenting the resilience risks in each service through existing processes such as Service Interruption Plans and BIAs - including for some Important Business Services
•Engaging in Incident Management where fulfilment services are involved
•Responsible for BAU query management related to fulfilment services 

We need you to have

• Proven experience of managing a fulfilment operation function delivered through third parties
• In depth understanding of risk principles, including the ability to identify, assess, and manage risks and issues effectively
• Expertise in control operations, with experience in designing, implementing, and testing robust and effective controls.
• Experience managing change through an outsourced third party
• Demonstrated ability to lead and manage a small team of subject matter experts
• Experience in collaborating and coordinating with a diverse range of internal stakeholders
• Strong understanding of budget management, with a track record of identifying efficiencies and driving cost-saving opportunities

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 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, and 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 deliver on our purpose, ‘Making You Happier About Money.' This means we're able to do banking differently, and by innovating and working together we can make a real difference by creating memorable moments and red-hot experiences for our millions of customers. 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  

It's important to note that there may be occasions where it's not possible to interview all candidates declaring a disability who meet the essential criteria for the job. In certain recruitment situations such as receiving a high-volume of applications, we may need to limit the overall numbers of interviews offered to both disabled and non-disabled applicants. 

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.