Operations Risk Manager
New
A
AffirmFinancial Services
Remote UKFull-TimeManager
Salary80,000 - 118,000 GBP per year
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Job Details
- Required Skills
- Operations ManagementRisk 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 interactions.
- Proven ability to define and manage metrics, reporting frameworks, and dashboards.
- Strong cross-functional program management skills.
- Excellent written communication skills, including drafting policies, procedures, and board-level materials.
Responsibilities
- Evolve Vulnerable Customers programme including policy, procedures, and operational frameworks.
- Design customer identification and flagging frameworks, including taxonomy and case routing.
- Define eligibility and treatment strategies for Vulnerable Customers and Hardship/Breathing Space programmes.
- Develop and optimize agent scripts, decisioning guides, and escalation pathways.
- Partner with Operations and Training to embed practices into workflows and QA.
- Own metrics, dashboards, and KPI/KRI reporting for the programme.
- Serve as internal SME on Consumer Duty and regulatory requirements.
- Monitor regulatory developments and drive gap assessments.
- Lead governance, risk management, and audit readiness for the programme.
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