Virgin Media O2 • United Kingdom

Risk & Operational Control Manager

Employment type:  Full time

4 days/week at home

A little flex time

Job Description

(Location - Nationwide - Flexible/Hybrid Working)

About the Role

The Risk and Operational Control Manager is responsible for ensuring that operationally the E2E credit proposition consistently delivers Good Customer Outcomes, meets regulatory requirements and delivers on service levels. The role-holder will monitor Conduct MI related to the delivery of the credit proposition and ensure appropriate actions are taken across the VMO2 business and with suppliers to manage and mitigate risks to Good Customer Outcomes whilst ensuring that credit upholds the FCA’s Consumer Duty Outcomes.

In this role you’ll be committed to embedding control frameworks to ensure that credit upholds the FCA’s TCF principles. Key responsibilities include:


The Risk and Operational Control Manager is responsible for ensuring that operationally the E2E credit proposition consistently delivers good customer outcomes, meets regulatory requirements, and adheres to expected service levels. The role-holder will be pro-active in monitoring and identifying enterprise risks related to the delivery of the credit proposition and in determining how those risks should be managed and mitigated. The role-holder will be committed to embedding control frameworks to ensure that credit upholds the FCA’s TCF principles. Key responsibilities include:

  • Monitoring of Conduct Outcome MI, identify indicators of potential harm, investigating, putting in place actions with owners and tracking actions to close
  • Production of conduct risk dashboards for VMO2 Credit developing reporting for Credit Operations Committee, feeding through to the core Compliance function, ensuring that metrics are relevant and insightful
  • Support periodic reviews of the outcomes and metrics to re-evaluate known risks / identify emerging risks and coordinate the delivery of action plans to adequately mitigate
  • Build close collaborative relationships with operational areas associated with the delivery of the credit proposition (retail networks, contact centres, ITSM, suppliers)
  • Monitor Credit service standards across VMO2 (e.g customer satisfaction levels, complaints handling, IT and Ops SLAs)
  • Support in cross functional projects to improve the quality of operational service that leads to an overall improvement in the quality of the Credit proposition
  • Establish strong working relationships across VMO2 to ensure good awareness of Conduct Outcome landscape, incidents/breaches (E.g.: Internal audit, Compliance, Second line, Support functions, Incident/Service Desk, Credit Senior Management team)
  • Act as a subject matter expert within the credit team to ensure new initiatives are compliant
  • Hold the Credit partner organisations to account to deliver on their agreed commitments and establish remediation plans where standards are not met (e.g. IT / Ops SLAs, outsource partners)
  • Responsible for setting second line QA audit processes across operational teams to ensure adherence to policy and process – underwriting.
  • Hold monthly service reviews with operational teams to discuss performance, any instances of non-compliance and adherence to service standards.
  • Ensures strong end to end processes in place. For example, change management and data processes

Who we are

The UK’s fastest broadband network. The nation’s best-loved mobile brand. And, one of the UK's biggest companies too.

Diverse, high performing teams - jam packed with serious talent. Together, we offer the UK more choice and better value, through our boundary-pushing, customer-championing values and ambitions.

Together, we are Virgin Media O2, and we can't wait to see what you can do.

Accessible, inclusive and equitable for all

Virgin Media O2 is an equal opportunities employer, and we're working hard to remove bias and barriers for our people and candidates. So, we build equity and inclusion into everything we do, from the policies we craft to the relationships we shape. We support and encourage you to be your authentic self throughout your application journey with us

The must haves

In order to be considered, you must have the following experience;

  • Knowledge of the regulatory environment within the UK financial services sector
  • Knowledge of FCA Consumer Duty and how this translates into delivering good customer outcomes
  • Previous experience of working in UK POS finance / Consumer Credit markets
  • Experience in running business risk or conduct risk frameworks within a large organization
  • Proven experience and dedication to ensuring good customer outcomes are delivered across multiple business functions

The other stuff we are looking for

We'd also love you to bring;

  1. Understanding of Credit Risk Decisioning outputs - in the context of risk
  2. FCA Consumer Credit Regulation across the full Credit Lifecycle
  3. Experience of working agile/exposure to methodology
  4. Able to work at pace and pivot to take on new tasks/activities
  5. Project/Delivery Risk management

What's in it for you

Our goal is to celebrate our people, their lives and everything in-between. We aim to create a culture that empowers everyone to bring the best versions of themselves to work each and every day. We believe the most inclusive and diverse culture makes for a better business and a brighter world.

Working at Virgin Media O2, you get a bumper reward package bursting with benefits, and loads of extras you can add if you’d like to. These are designed to support both you and your loved ones, making sure that you’re covered no matter what life throws your way.

Next steps

If we feel like a place where you can belong, we'd love to learn more about you as a person and your experience to date. Once you've submitted an application the next steps of the process, if successful, are likely to include communication from the recruiter - Samantha Lee - Bates.

When you apply, you'll be asked about any adjustments you might need to support the recruitment process. Let us know, and we'll be sure to discuss it with you. Thanks for your patience in the meantime and for showing an interest in joining the Virgin Media O2 family.


Company benefits

Enhanced maternity leave – 26 weeks at full pay
Enhanced paternity leave – 14 weeks at full pay
Adoption leave – 26 weeks at full pay
Shared parental leave
25 days annual leave + bank holidays
Enhanced sick pay
Pregnancy loss leave
Teambuilding days
Open to part time work for some roles
Mental health platform access
Birthday off
Carer’s leave
Meditation space
Faith rooms
In office catering
Volunteer days
Employee discounts
Open to job sharing
Buy or sell annual leave
Cycle to work scheme
Life assurance
Financial coaching
Employees are very happy with their working location freedom
Employees are very happy with the flexibility in the hours they work
Employees are largely happy with the benefits their company offers
Work-life balance
Employees feel that they can switch off quite easily from work
Role modelling
Employees feel that most people work flexibly
Employees feel they have complete autonomy over getting their work done

Working at Virgin Media O2

Company employees


Gender diversity (male:female)


Office locations

Flexible; Primary Locations Hammersmith & Reading

Hiring Countries

United Kingdom

Awards & Achievements

3rd – Large companies

3rd – Large companies

Flexa100 2024
Consumer Goods

Consumer Goods

Industry awards 2023
2nd – Large companies

2nd – Large companies

Flexa100 2023

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