Operations Risk Manager
New
Remote UKFull-TimeManager
Salary80,000 - 118,000 GBP per year
Apply NowOpens the employer's application page
Job Details
- Required Skills
- Stakeholder management
Requirements
- Experience designing or operating a Vulnerable Customers or Financial Difficulty programme within a UK-regulated financial services environment.
- Strong knowledge of FCA Consumer Duty (PS22/9), FG21/1, and CONC.
- Ability to translate regulation into operational practices.
- Experience developing customer-facing scripts or communications for sensitive or regulated interactions.
- Proven ability to define and manage metrics, reporting frameworks, and dashboards.
- Strong cross-functional program management skills.
- Excellent written communication skills, including experience drafting policies, procedures, and board-level materials.
Responsibilities
- Own and evolve Affirm's Vulnerable Customers programme, including policy, procedures, and operational frameworks.
- Design and maintain customer identification and flagging frameworks.
- Define and manage the distinction between Vulnerable Customers and Hardship/Breathing Space programmes.
- Develop and optimize agent scripts, decisioning guides, and escalation pathways.
- Partner with Operations and Training teams to embed VC practices.
- Own metrics, dashboards, and reporting for the VC programme.
- Serve as the internal SME on Consumer Duty and vulnerability.
- Lead governance of the VC programme, including risk management, control frameworks, and audit readiness.
View Full Description & ApplyYou'll be redirected to the employer's site
