Operations Risk Manager (Fintech)

TL;DR

Operations Risk Manager (Fintech): Owning the end-to-end Vulnerable Customers program to ensure alignment with FCA Consumer Duty and regulatory compliance within a BNPL environment. Focus on designing operational frameworks, identification taxonomy, and board-level reporting to deliver fair customer outcomes.

Location: Remote (Must be based in the UK)

Salary: £80,000 - £118,000 per year

Company

hirify.global is a fintech company reinventing credit to provide honest and transparent buy now and pay later options without hidden fees.

What you will do

• Own and evolve the Vulnerable Customers program, aligning policies and procedures with FCA Consumer Duty (PS22/9), FG21/1, and CONC.
• Design customer identification and flagging frameworks, including taxonomy, severity classification, and case routing workflows.
• Develop and optimize agent scripts, decisioning guides, and escalation pathways for sensitive customer interactions.
• Define and manage metrics, KPIs, and KRIs, providing regular reporting at the board level.
• Partner with Compliance, Legal, Data, and Product teams to ensure scalability and regulatory engagement.
• Lead program governance, risk management, control frameworks, and audit readiness.

Requirements

• Experience designing or operating Vulnerable Customers or Financial Difficulty programs in 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.
• Proven ability to define and manage metrics, reporting frameworks, and dashboards.
• Strong cross-functional program management skills and experience drafting policies and board-level materials.
• Must be based in the UK.

Nice to have

• Experience in BNPL, Deferred Payment Credit, or high-volume consumer lending.
• Familiarity with Breathing Space and Debt Respite Schemes.
• Exposure to credit reporting systems and their impact on vulnerable customers.
• Experience supporting regulatory submissions or direct FCA engagement.

Culture & Benefits

• 100% subsidized medical, dental, and vision coverage for employees and their dependents.
• Generous flexible spending wallets for technology, food, lifestyle, and family forming expenses.
• Competitive vacation and holiday schedules to ensure work-life balance.
• Employee Stock Purchase Plan (ESPP) enabling discounted share acquisition.
• Remote-first culture with flexibility to work from anywhere within the country of employment.