Risk and Operational Control Manager - Credit Risk

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:

• 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.

• 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

• 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.