Summary
As Senior Manager for Acquisition and Operational Credit Risk, you’ll be accountable for shaping and leading the end-to-end credit risk strategy for new customer acquisition across devices, airtime and fixed services including TV and broadband. This is a senior, high-impact role where you’ll balance commercial growth with responsible lending, regulatory compliance and fair customer outcomes. You’ll set the risk direction for how we onboard customers at scale, ensuring credit decisions align to risk appetite, affordability standards and Consumer Duty expectations, while enabling sustainable growth across multiple products and channels.
Responsibilities
- Set the risk direction for how we onboard customers at scale, ensuring credit decisions align to risk appetite, affordability standards and Consumer Duty expectations.
- Combine strategic ownership with hands‑on operational leadership, overseeing acquisition credit policy, analytics, automated decisioning and manual underwriting.
- Lead teams responsible for acquisition credit policy, analytics, automated decisioning and manual underwriting across retail, online, telesales and indirect partners.
- Oversee third‑party finance providers with robust governance and hold them accountable against agreed risk, conduct and customer outcome standards.
- Translate regulatory requirements into practical policies and controls, optimise approval rates and credit performance through data‑led insights.
- Ensure acquisition credit operations are efficient, scalable and well governed, with clear oversight of resourcing, costs and service delivery.
Qualifications
- Significant experience in consumer credit risk management within telecoms, financial services or a similar regulated environment.
- Strong expertise in credit underwriting, decision engines, scorecards and portfolio analytics.
- Proven leadership experience managing credit risk or analytical teams.
- Deep understanding of regulatory requirements, responsible lending and customer outcomes.
- Ability to influence senior stakeholders and translate complex analysis into clear recommendations.
- Experience working with third‑party lenders or broker distribution models (nice to have).
- Background in high‑volume digital acquisition environments (nice to have).
- Familiarity with credit bureau and alternative data sources (nice to have).
- Exposure to machine learning or advanced analytics in credit risk (nice to have).
Benefits
- Bupa healthcare, wellbeing support, life cover, a pension and generous holiday – plus your birthday off.
- Optional electric vehicle lease and Cycle2Work schemes.
- Dental insurance and neurodiversity assessments.
- Brilliant discounts on broadband, TV and mobile.
- Access to the Virgin Family platform and the O₂ Priority app, with exclusive rewards, experiences and opportunities to attend events.
- Supportive learning and development networks to help you feel connected from day one.
Working arrangements
We’re a flexible‑first organisation. You’re expected to spend at least eight days a month connecting with each other in person, through team meetings, offsites, volunteering days, cross‑functional projects or away days. The focus is on meaningful collaboration that benefits everyone.
Equality and diversity
Virgin Media O 2 is an equal opportunities employer. We work hard to remove bias and barriers so that every person who joins us – and anyone thinking about joining us – feels seen, heard and supported.
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