Senior Manager – Existing Customer Credit Risk

Job Description

Senior Manager – Existing Customer Credit Risk

Location: Hybrid & Flexible (UK-wide)

Lead the future of customer credit at Virgin Media O2

At Virgin Media O2, we’re redefining how we connect people to what matters most. As we continue to evolve our digital and customer experience, Credit Risk plays a critical role in enabling sustainable growth while protecting our customers.

We’re looking for a Senior Manager – Existing Customer Credit Risk to lead the strategy, oversight, and performance of our existing customer credit portfolio. This is a high-impact leadership role with the opportunity to shape how we balance commercial success, risk management, and customer outcomes across our business.

What you’ll be doing

As a senior leader within Credit Risk, you’ll take ownership of our existing customer credit strategy and lifecycle, ensuring we deliver strong financial performance while maintaining fair and responsible outcomes.

You’ll:

• Define and evolve the Existing Customer Credit Risk strategy and policy
• Provide end-to-end oversight of the customer credit lifecycle across products, brands and channels
• Lead portfolio performance and bad debt forecasting, translating insights into financial and commercial outcomes
• Use data and analytics to monitor portfolio health, identify risk trends, and inform strategic decision-making
• Oversee third-party broker and partner performance, ensuring robust governance and alignment to risk appetite
• Act as a senior business partner, influencing decisions across commercial, product and operational teams
• Lead, develop and inspire a high-performing team of analysts, building capability and delivering results

Key responsibilities

• Drive forward a joined-up single customer view, using internal and external data to understand exposure and opportunity
• Ensure compliance with consumer credit regulation, responsible lending requirements and FCA Consumer Duty
• Develop and enhance credit risk models, decisioning frameworks and portfolio monitoring tools
• Provide scenario and sensitivity analysis to support strategic and financial planning
• Partner across channels to embed risk insight into customer journeys and proposition design
• Identify early warning indicators of risk and implement actions to protect both customers and the business

What we’re looking for

We’re seeking a commercially minded leader with strong analytical expertise and a passion for delivering customer-centric outcomes.

• Significant experience in credit risk, consumer credit or financial risk management
• Proven leadership experience managing analytical or risk teams
• Strong understanding of affordability, portfolio monitoring and credit lifecycle management
• Experience linking portfolio performance and bad debt outcomes to financial impact
• Expertise in working with third-party partners within regulated environments
• Confident stakeholder management, with the ability to influence at senior level
• Experience in telecoms or financial services is advantageous

Why join us?

• Shape the strategy and performance of a critical customer-facing credit portfolio
• Play a key role in balancing growth, risk and customer protection
• Gain high visibility across Credit Risk, Finance and Operations
• Lead meaningful change with real impact on customers and the business
• Work in a collaborative, forward-thinking environment with strong career progression opportunities

Location & flexibility

This role is hybrid and flexibly located across the UK. We’re focused on outcomes, not office presence, with occasional travel aligned to business needs.

Ready to make your mark?

If you’re ready to take ownership of a high-profile portfolio and influence how millions of customers access and manage credit, we’d love to hear from you.

#LI-PE1