Operations Risk Manager, Backbook Integrations

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Affirm

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2012

💳 Fintech

👥 B2C

🛍️ eCommerce

💰 Post-IPO Equity on 2021-01

Fintech • B2C • eCommerce

Affirm is a financial technology company that offers a 'Buy Now, Pay Later' service, allowing consumers to make purchases and pay for them over time with flexible payment plans. Affirm eliminates hidden fees and compound interest, providing clear terms and conditions for its users. The company also offers the Affirm Card, a debit card that allows users to request to pay over time for larger purchases or pay in full for smaller ones. Affirm partners with various retailers across multiple categories, including electronics, apparel, and travel, providing customers with the convenience of paying over time at checkout both online and in physical stores. Affirm's services are integrated with Apple Pay, enabling customers to make payments seamlessly from their iPhone or iPad.

📋 Description

• 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

🎯 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