Risk and Operational Control Manager – Credit Risk

Job Description

Risk and Operational Control Manager – Credit Risk

Location: Hybrid and Flexible, UK-wide

About the role

This role sits at the heart of how we manage customer credit at Virgin Media O2, with a clear focus on strong customer outcomes, effective controls and regulatory confidence. As Risk and Operational Control Manager for Credit Risk, you will provide oversight of our end-to-end credit proposition, ensuring it operates safely, compliantly and in line with Consumer Duty expectations while supporting a seamless customer experience.

You will work across Credit Risk, Operations, Technology, Finance and our supplier network to identify and manage operational and conduct risks, using insight and data to drive continuous improvement. The role combines governance, control design and leadership, with responsibility for strengthening risk frameworks, supporting supplier performance and leading an in-house underwriting team. It offers broad visibility, influence and the opportunity to shape how credit risk is managed across the business.

Who we are

At Virgin Media O₂, we connect people to the moments that matter most. Virgin Media leads the UK for broadband reliability, speed and overall performance, while O₂ keeps people connected on the move with award-winning coverage.

We’re also proud to be named one of the Financial Times Top 500 Best Employers for 2026, based on one of the UK’s largest employee satisfaction surveys.

Join us and you’ll be part of a team that stays curious, positive and focused on making life easier for our customers and each other. We’re investing in the future of connectivity, from expanding next-generation 5G to exploring satellite-supported solutions that help reach rural communities and hard-to-connect places.

You’ll work with people who back good ideas and give you plenty of room to grow. So if you’re looking for a place where you can feel supported, trusted and genuinely valued, you’ll feel right at home here.

Our ways of working

We’re a flexible-first organisation, because we know people do their best work when they have choice and clarity. To support meaningful collaboration, we ask everyone to spend at least eight days a month connecting with each other in person.

That doesn’t just mean time in the office – it could be team meetings, offsites, volunteering days, cross-functional projects, or away days. What matters is making those moments count – so when we come together, it benefits everyone.

Accessible, inclusive and equitable for all

We believe a better tomorrow starts with the choices we make today. That means moving the dial on diversity, building equity into everything we do and putting inclusion at the heart of our business.

Virgin Media O₂ is an equal opportunities employer and we work hard to remove bias and barriers. We want every person who joins us – and everyone thinking about joining us – to feel seen, heard and supported.

When you work with us, you’ll have access to our award-winning employee network groups. These communities bring people together, champion allyship and create uplifting spaces where you can learn, share and feel part of something bigger. They play a big role in helping people feel connected from day one.

Must Haves

• Experience in operational risk, credit risk, conduct or compliance within a regulated environment

• Strong understanding of customer outcomes and regulatory frameworks such as Consumer Duty

• Proven ability to design, embed and manage risk and control frameworks

• Confidence using management information and data to inform decisions and governance

• Experience working across multiple teams and with third-party suppliers

Nice To Haves

• Experience leading or developing underwriting or operational teams

• Exposure to credit operations across multiple customer channels

• Experience supporting audits and regulatory assurance activity

• Background in supplier performance or cost optimisation

• Strong stakeholder management at senior level

What's in it for you?

We know life isn’t just about work, so our benefits are built to support you in the moments that matter. You’ll get Bupa healthcare, wellbeing support, life cover, a pension and generous holiday –plus your birthday off.

And there’s more. Enjoy some extra perks on us, with optional electric vehicle lease and Cycle2Work schemes, dental insurance, neurodiversity assessments, and brilliant discounts on broadband, TV and mobile. You’ll even get access to the Virgin Family platform and the O₂ Priority app, with exclusive rewards, experiences and chances to attend events at The O₂ and beyond.

Next Steps

If this feels like a place where you can belong, we’d love to see what you can do. Once you apply, the next steps might include a call with a recruiter, a video interview, an interview with the hiring manager and a task or assessment.

We’ll also ask about any adjustments you might need, and we’ll do our best to make them happen.

We review applications and interview throughout the advert window, so it’s worth applying sooner rather than later. If you’re offered the role, the offer will be subject to background checks, including a criminal record check and, for some roles, a financial background check.

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