Affirm
Financial Services
OperationsRiskManager(BackbookIntegrations)
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“Operations Risk Manager (Backbook Integrations) at Affirm. Skills: Vulnerable Customers programme, FCA Consumer Duty, Operational practices, Regulatory requirements. Own and evolve Vulnerable Customers programme. Design and maintain customer identification and flagging frameworks”
What You'll Achieve.
Deliver fair customer outcomes at scale
Industry & Context.
Gap assessments
What They're Looking For.
Must Have
Experience designing or operating a Vulnerable Customers or Financial Difficulty programme within a UK-regulated financial services environment, Knowledge of FCA Consumer Duty (PS22/9), FG21/1, and CONC, 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, Cross-functional program management skills, Ability to drive initiatives end-to-end, Excellent written communication skills, Experience drafting policies, procedures, and board-level materials
Nice to Have
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, Experience supporting regulatory submissions or FCA engagement, Understanding of the incoming DPC regulatory framework
What You'll Do.
Own and evolve Vulnerable Customers programme
Design and maintain customer identification and flagging frameworks
Define and manage distinction between Vulnerable Customers and
Develop and optimize agent scripts
Partner with Operations and Training teams to embed
and reporting for the VC
Serve as internal SME on Consumer Duty and
Monitor regulatory developments and drive gap assessments
Drive gap assessments and program enhancements
Partner with Compliance and Legal to support regulatory
Lead governance of the VC programme
Drive cross-functional execution with Data
How You'll Work.
Team & Collaboration
Partnering across Operations, Compliance, Legal, and Data; Cross-functional execution with Data, Product, and Engineering
Communication Scope
Board-level reporting; Policy drafting; Procedure drafting
Process & Methodology
Program management
Full Job Description
Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest. Affirm is committed to building lasting partnerships with merchants for long term growth and ongoing revenue generation. As a Vulnerable Customer (VC) Manager, you will serve as the subject matter expert at the intersection of consumer protection, regulatory compliance, and operations within a UK-regulated BNPL / Deferred Payment Credit environment. You will own the end-to-end Vulnerable Customers program, including policy design, operational frameworks, agent experience, and reporting, ensuring alignment with FCA Consumer Duty and related guidance. This role requires a balance of strategic thinking and hands-on execution, partnering across Operations, Compliance, Legal, and Data to deliver fair customer outcomes at scale. This person will report to the Collections Sr. Manager. What you’ll do 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 dev
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