New Operations Risk Manager (Backbook Integrations)

Overview

Job Description

Responsibilities

• - 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

Required Skills

• - 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
• - Preferred: Experience in BNPL, Deferred Payment Credit, or high-volume consumer lending
• - Familiarity with Breathing Space, Debt Respite Scheme, and vulnerability frameworks
• - Exposure to credit reporting systems and their impact on vulnerable customers
• - Experience supporting regulatory submissions or FCA engagement
• - Understanding of the incoming DPC regulatory framework

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