Overview
We’re looking for a Risk and Operational Control Manager – Credit Risk to help drive strong customer outcomes, strengthen controls, and ensure our end-to-end credit proposition performs at its best. In this role, you’ll provide oversight of our end-to-end credit proposition, ensuring it operates effectively, compliantly and with the customer at its heart. You will:
Key Responsibilities
- Oversee credit underwriting operations across both in-house and third-party suppliers
- Monitor conduct and risk MI, taking action to ensure strong outcomes across the business
- Embed robust control frameworks aligned to FCA Consumer Duty and regulatory expectations
- Identify, assess and mitigate operational and enterprise risks impacting customer outcomes
- Partner with teams across Credit Operations, IT, Finance and supplier networks
- Drive continuous improvement and contribute to governance and assurance activities
- Lead and develop an in-house underwriting team, including resource and budget management; deliver operational risk oversight across customer journeys and channels
- Lead root‑cause analysis into operational and conduct risks, implementing preventative controls
- Develop and manage credit risk dashboards and MI for leadership forums
- Own risk and control activity, including action planning, issue resolution and audit readiness
- Support supplier performance management and cost optimisation
- Monitor service standards, complaints, SLAs and customer experience indicators
We’re looking for someone who combines strong risk expertise with a proactive, solutions‑focused mindset.
Desired Experience and Skills
- Experience in operational risk, credit risk, conduct or compliance within a regulated environment
- Strong understanding of customer outcomes, regulatory frameworks and risk management
- Ability to influence and collaborate across multiple teams and external partners
- Confidence using MI and data to inform decision‑making
- A structured approach to problem‑solving and control design; a high‑impact role with real influence across Credit Risk and Operations
Benefits and Working Flexibility
- Opportunity to shape strategy, governance and customer outcomes
- A collaborative, supportive and forward‑thinking environment
- Excellent hybrid working flexibility, with UK‑wide location options
If you’re passionate about delivering great customer outcomes, strengthening risk frameworks and driving meaningful change – we’d love to hear from you.
At Virgin Media O2, we’re on an exciting journey – transforming how we deliver brilliant customer experiences while meeting evolving regulatory expectations. From mobile and broadband to innovative digital services, we’re shaping the future of connectivity – and credit risk plays a vital role in that.
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