At a Glance
- Tasks: Lead the strategy and performance of our existing customer credit portfolio.
- Company: Join Virgin Media O2, a leader in redefining digital connections.
- Benefits: Hybrid work, strong career progression, and the chance to make a real impact.
- Other info: Collaborative environment focused on outcomes, not just office presence.
- Why this job: Shape customer credit strategies and influence millions of customers' experiences.
- Qualifications: Experience in credit risk management and proven leadership skills.
The predicted salary is between 60000 - 75000 £ per year.
At Virgin Media O2, we’re redefining how we connect people to what matters most. As we continue to evolve our digital and customer experience, Credit Risk plays a critical role in enabling sustainable growth while protecting our customers. We’re looking for a Senior Manager – Existing Customer Credit Risk to lead the strategy, oversight, and performance of our existing customer credit portfolio. This is a high‑impact leadership role with the opportunity to shape how we balance commercial success, risk management, and customer outcomes across our business.
What You’ll Be Doing
- Define and evolve the Existing Customer Credit Risk strategy and policy
- Provide end‑to‑end oversight of the customer credit lifecycle across products, brands and channels
- Lead portfolio performance and bad debt forecasting, translating insights into financial and commercial outcomes
- Use data and analytics to monitor portfolio health, identify risk trends, and inform strategic decision‑making
- Oversee third‑party broker and partner performance, ensuring robust governance and alignment to risk appetite
- Act as a senior business partner, influencing decisions across commercial, product and operational teams
- Lead, develop and inspire a high‑performing team of analysts, building capability and delivering results
Key Responsibilities
- Drive forward a joined‑up single customer view, using internal and external data to understand exposure and opportunity
- Ensure compliance with consumer credit regulation, responsible lending requirements and FCA Consumer Duty
- Develop and enhance credit risk models, decisioning frameworks and portfolio monitoring tools
- Provide scenario and sensitivity analysis to support strategic and financial planning
- Partner across channels to embed risk insight into customer journeys and proposition design
- Identify early warning indicators of risk and implement actions to protect both customers and the business
What We’re Looking For
- We’re seeking a commercially minded leader with strong analytical expertise and a passion for delivering customer‑centric outcomes.
- Significant experience in credit risk, consumer credit or financial risk management
- Proven leadership experience managing analytical or risk teams
- Strong understanding of affordability, portfolio monitoring and credit lifecycle management
- Experience linking portfolio performance and bad debt outcomes to financial impact
- Expertise in working with third‑party partners within regulated environments
- Confident stakeholder management, with the ability to influence at senior level
- Experience in telecoms or financial services is advantageous
Why Join Us?
- Shape the strategy and performance of a critical customer‑facing credit portfolio
- Play a key role in balancing growth, risk and customer protection
- Gain high visibility across Credit Risk, Finance and Operations
- Lead meaningful change with real impact on customers and the business
- Work in a collaborative, forward‑thinking environment with strong career progression opportunities
Location & Flexibility
This role is hybrid and flexibly located across the UK. We’re focused on outcomes, not office presence, with occasional travel aligned to business needs.
Ready to make your mark? If you’re ready to take ownership of a high‑profile portfolio and influence how millions of customers access and manage credit, we’d love to hear from you.
Senior Manager – Existing Customer Credit Risk employer: Virgin Media O2
At Virgin Media O2, we pride ourselves on being an exceptional employer that champions innovation and collaboration. Our hybrid work model offers flexibility across the UK, allowing you to balance your professional and personal life while contributing to meaningful change in customer credit management. With a strong focus on career progression and a culture that values diverse perspectives, you'll have the opportunity to lead a high-performing team and make a significant impact on our customers and business outcomes.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Manager – Existing Customer Credit Risk
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those at Virgin Media O2. A friendly chat can sometimes lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by diving deep into the company’s values and recent projects. Show us how your experience aligns with their mission to redefine customer connections. Tailor your examples to highlight your leadership and analytical skills!
✨Tip Number 3
Don’t just wait for job postings! Keep an eye on our website and apply directly. Sometimes, being proactive can put you ahead of the competition and show your enthusiasm for the role.
✨Tip Number 4
Follow up after interviews with a thank-you note. It’s a simple gesture that keeps you on their radar and shows your appreciation for the opportunity. Plus, it’s a great chance to reiterate your interest in the role!
We think you need these skills to ace Senior Manager – Existing Customer Credit Risk
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Senior Manager – Existing Customer Credit Risk. Highlight your experience in credit risk and leadership, and don’t forget to sprinkle in some examples of how you've driven results in previous roles.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you’re passionate about credit risk and how your skills align with our mission at Virgin Media O2. Be sure to mention specific strategies or outcomes you’ve achieved that relate to the job description.
Showcase Your Analytical Skills:Since this role involves a lot of data and analytics, make sure to highlight your analytical expertise. Share examples of how you've used data to inform decision-making and improve portfolio performance in your previous positions.
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity to shape our credit risk strategy!
How to prepare for a job interview at Virgin Media O2
✨Know Your Credit Risk Stuff
Make sure you brush up on your knowledge of credit risk management, especially in the telecoms or financial services sectors. Be ready to discuss how you've used data and analytics to drive decisions in previous roles, as this will show your expertise and relevance to the position.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership experience, particularly in managing analytical teams. Think about times when you've inspired your team to achieve results or influenced senior stakeholders. This will demonstrate your capability to lead and develop a high-performing team.
✨Understand the Customer Journey
Familiarise yourself with how credit risk impacts customer experiences. Be prepared to discuss how you've previously linked portfolio performance to customer outcomes and how you can enhance customer journeys through risk insights. This shows you're not just about numbers but also care about the customer.
✨Be Ready for Scenario Analysis
Expect questions around scenario and sensitivity analysis. Prepare to explain how you've used these tools in past roles to support strategic planning. This will showcase your analytical skills and your ability to foresee potential risks and opportunities in credit portfolios.
