Operations Risk Manager (Backbook Integrations)

About the Role

The successful candidate will have a strong background in risk management, with a deep understanding of regulatory requirements and industry standards. They will be skilled in Excel and have experience with data analysis and reporting. This role will be remote, based in the UK, and will report to the Collections Sr. Manager.

Affirm is committed to creating a positive and supportive work environment, with a focus on collaboration and teamwork. As a company, they value transparency, honesty, and fairness, and are looking for individuals who share these values.

What You Will Do

• Own and evolve Affirm's Vulnerable Customers programme, including policy, procedures, and operational frameworks aligned with FCA Consumer Duty
• 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
• Develop and optimize agent scripts, decisioning guides, and escalation pathways to support sensitive customer interactions
• 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 and drive gap assessments and program enhancements
• Partner with Compliance and Legal to support regulatory engagement, including supervisory requests and policy interpretation

What We Are Looking For

• Experience designing or operating a Vulnerable Customers or Financial Difficulty programme within a UK-regulated financial services environment
• Strong knowledge of FCA Consumer Duty, 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

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 and their impact on vulnerable customers

Benefits and Perks

• Competitive salary and benefits package
• Opportunity to work with a leading financial services company
• Remote work arrangement, based in the UK
• Professional development and growth opportunities
• Comprehensive health and wellness package
• Generous paid time off and holiday allowance

• Be prepared to discuss your experience with risk management and regulatory compliance in the financial services industry.
• Highlight your skills in Excel and data analysis, and be prepared to provide examples of how you have used these skills in previous roles.
• Show a deep understanding of the regulatory landscape and the importance of consumer protection in the financial services industry.
• Be prepared to discuss your experience with customer-facing scripts and communications, and how you have handled sensitive or regulated interactions in the past.
• Research Affirm's values and mission, and be prepared to discuss how your own values and approach to work align with these.
• Consider preparing examples of how you have implemented risk management strategies in previous roles, and be prepared to discuss the results and outcomes of these efforts.