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Affirm

We create honest financial products that improve lives.

Operations Risk Manager, Backbook Integrations

RiskRiskFull TimeRemoteSeniorTeam 1,001-5,000Since 2012H1B SponsorCompany SiteLinkedIn

Location

United Kingdom

Posted

12 days ago

Salary

£80K - £118K / year

Seniority

Senior

Bachelor DegreeEnglish

Job Description

Operations Risk Manager, Backbook Integrations

Affirm

• Own and evolve Affirm's Vulnerable Customers programme, including policy, procedures, and operational frameworks aligned with FCA Consumer Duty (PS22/9), FG21/1, and CONC • Design and maintain customer identification and flagging frameworks, including taxonomy, severity classification, and case routing workflows • Define and manage the distinction between Vulnerable Customers and Hardship/Breathing Space programmes, ensuring clear eligibility, treatment strategies, and exit criteria • Develop and optimize agent scripts, decisioning guides, and escalation pathways to support sensitive customer interactions and needs-based outcomes • Partner with Operations and Training teams to embed VC practices into agent workflows, onboarding, and QA frameworks • Own metrics, dashboards, and reporting for the VC programme, including KPI/KRI definition and board-level reporting • Serve as the internal SME on Consumer Duty and vulnerability, translating regulatory requirements into actionable operational practices • Monitor regulatory developments (e.g., FCA reviews, Dear CEO letters) and drive gap assessments and program enhancements • Partner with Compliance and Legal to support regulatory engagement, including supervisory requests and policy interpretation • Lead governance of the VC programme, including risk management, control frameworks, and audit readiness • Drive cross-functional execution with Data, Product, and Engineering to ensure accurate system capture, reporting, and scalability

Job Requirements

  • Experience designing or operating a Vulnerable Customers or Financial Difficulty programme within a UK-regulated financial services environment
  • Strong knowledge of FCA Consumer Duty (PS22/9), FG21/1, and CONC, with the ability to translate regulation into operational practices
  • Experience developing customer-facing scripts or communications for sensitive or regulated interactions
  • Proven ability to define and manage metrics, reporting frameworks, and dashboards
  • Strong cross-functional program management skills, with the ability to drive initiatives end-to-end
  • Excellent written communication skills, including experience drafting policies, procedures, and board-level materials
  • Experience in BNPL, Deferred Payment Credit, or high-volume consumer lending (Preferred)
  • Familiarity with Breathing Space, Debt Respite Scheme, and vulnerability frameworks (Preferred)
  • Exposure to credit reporting systems and their impact on vulnerable customers (Preferred)
  • Experience supporting regulatory submissions or FCA engagement (Preferred)
  • Understanding of the incoming DPC regulatory framework (Preferred)

Benefits

  • Health care coverage - Affirm covers all premiums for all levels of coverage for you and your dependents
  • Flexible Spending Wallets - generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses
  • Time off - competitive vacation and holiday schedules allowing you to take time off to rest and recharge
  • ESPP - An employee stock purchase plan enabling you to buy shares of Affirm at a discount

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