Operations Risk Manager, Backbook Integrations

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Take ownership of and advance Affirm's Vulnerable Customers program, encompassing policies, procedures, and operational frameworks that align with FCA Consumer Duty (PS22/9), FG21/1, and CONC.

• Create and uphold customer identification and flagging frameworks, including taxonomy, severity classification, and case routing workflows.

• Establish and oversee the differentiation between Vulnerable Customers and Hardship/Breathing Space programs, ensuring clarity in eligibility, treatment strategies, and exit criteria.

• Enhance and optimize agent scripts, decision-making guides, and escalation pathways to facilitate sensitive customer interactions and needs-based outcomes.

• Collaborate with Operations and Training teams to integrate VC practices into agent workflows, onboarding processes, and QA frameworks.

• Manage metrics, dashboards, and reporting for the VC program, which includes defining KPIs/KRIs and providing board-level reporting.

• Act as the internal subject matter expert on Consumer Duty and vulnerability, translating regulatory requirements into effective operational practices.

• Keep track of regulatory developments (e.g., FCA reviews, Dear CEO letters) and lead gap assessments and program improvements.

• Collaborate with Compliance and Legal to facilitate regulatory engagement, including supervisory requests and policy interpretation.

• Oversee governance of the VC program, including risk management, control frameworks, and audit preparedness.

• Propel cross-functional execution with Data, Product, and Engineering teams to ensure accurate system capture, reporting, and scalability.

⛳️ Requirements

• Experience in designing or managing a Vulnerable Customers or Financial Difficulty program within a UK-regulated financial services context.

• Profound understanding of FCA Consumer Duty (PS22/9), FG21/1, and CONC, with the capability to translate regulations into operational practices.

• Background in developing customer-facing scripts or communications for sensitive or regulated interactions.

• Demonstrated ability to define and manage metrics, reporting frameworks, and dashboards.

• Strong cross-functional program management capabilities, with the ability to drive initiatives from start to finish.

• Excellent written communication skills, including experience in drafting policies, procedures, and materials for board-level discussions.

• Familiarity with BNPL, Deferred Payment Credit, or high-volume consumer lending (Preferred).

• Knowledge of Breathing Space, Debt Respite Scheme, and vulnerability frameworks (Preferred).

• Experience with credit reporting systems and their implications for vulnerable customers (Preferred).

• Background in supporting regulatory submissions or engaging with the FCA (Preferred).

• Understanding of the upcoming DPC regulatory framework (Preferred).

🏝️ Benefits

• Health care coverage - Affirm pays all premiums for all levels of coverage for you and your dependents.

• Flexible Spending Wallets - generous stipends available for Technology, Food, various Lifestyle needs, and family forming expenses.

• Time off - competitive vacation and holiday schedules that allow you to take time off to rest and recharge.

• ESPP - An employee stock purchase plan that enables you to acquire shares of Affirm at a discount.