Risk and Operational Control Manager – Credit Risk

Job Description

Risk and Operational Control Manager – Credit Risk

Location: Hybrid & Flexible (UK-wide)

Join us and reimagine customer credit at Virgin Media O2

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.

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.

This is a fantastic opportunity to take on a high-impact role with visibility across our Credit Risk and Operations landscape.

What you’ll be doing

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’ll:

• 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

Key responsibilities

• 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

What we’re looking for

We’re looking for someone who combines strong risk expertise with a proactive, solutions-focused mindset.

• 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

What’s in it for you

• A high-impact role with real influence across Credit Risk and Operations
• Opportunity to shape strategy, governance and customer outcomes
• A collaborative, supportive and forward-thinking environment
• Excellent hybrid working flexibility, with UK-wide location options

Location & flexibility

We offer a truly flexible, hybrid approach, meaning you can be based anywhere in the UK. Occasional travel may be required depending on business needs — but we focus on outcomes, not presenteeism.

Ready to make an impact?

If you’re passionate about delivering great customer outcomes, strengthening risk frameworks and driving meaningful change — we’d love to hear from you.

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