Credit Conduct and Control Manager

Permanent 

Hybrid - London Waterloo

At Currys we’re united by one passion: to help everyone enjoy amazing technology. As the UK’s best-known retailer of tech, we’re proud of the service our customers receive – and it’s all down to our team of 25,000 caring and committed colleagues. Working as one team, we learn and grow together, celebrating the big and small moments that make every day amazing.

To manage Credit Conduct & Control end-to-end - leading the conduct MI, governance, action management, oversight and issue resolution that give Credit assurance of good customer outcomes and regulatory compliance across flexpay, SkyGlass, Loans and FlexSave. The role holder leads the conduct and control picture: defining what good looks like in the MI, exercising independent judgement on where risk is growing, holding owners across the business to account for closing it, and bringing a clear, evidenced point of view to senior governance.

They own the day-to-day operation and integrity of the control framework, including control testing, escalating to the Senior Manager where matters require senior intervention. Working with the Senior Manager, they help shape key Credit, Services, ExCo and Board governance - including 1LoD committees, RCC and Consumer Duty Board reporting - and manage joint governance with our lending partner to ensure high-quality oversight of customer outcomes. 

Role overview:

As part of this role, you'll be responsible for:

• Own the conduct and outcome MI across all credit products, spotting risks and gaps before they reach governance.
• Lead the governance packs for Conduct & Control, pulling together evidence and standing behind it at senior forums.
• Run the action framework end to end, setting owners and deadlines and holding people to account.
• Triage issues raised by the Product team and shape governance materials to fix repeat problems.
• Oversee the financial promotions approval process, spotting control gaps and challenging the Product team.
• Track complaints themes and volumes, lead thematic reviews and drive remediation through to closure.

• Manage the incident and breach logs, lead reviews after incidents and keep the risk picture current.

You will need:

• Strong knowledge of UK consumer credit and how FCA Consumer Duty works in practice.
• A talent for turning data into clear insight, using Excel, PowerPoint and ideally Power BI.
• Experience building governance packs and keeping evidence trails that would stand up to audit.
• Confidence holding senior stakeholders to account and escalating risks with the right urgency.
• Sound judgement to spot patterns in operational and fraud issues and decide the right response.
• Clear written communication that makes complex risk easy to follow in senior forums.

• A continuous improvement mindset that spots process gaps and simplifies how things work.

We know our people are the magic ingredient in our success. That’s why we reward you with benefits that go deeper than just the day-to-day. Benefits that work for you, your lifestyle and your career. They include Company Pension Scheme, Discretionary/Performance based bonus, Private Health Insurance and Colleague Discounts. 

Beyond that, we’ll be with you every step of the way, enabling you to get the most out of your role, grow your skills your way, and see your career develop in the way you want. Be part of our talented People, Communications and Sustainability team and unbox your passion at the UK’s best-known retailer in tech.

#LI-Hybrid

Why join us:

Join our team and we'll be with you every step of the way, helping you develop the career you want with new opportunities, on-going training and skills for life.

Not only can you shape your own future, but you can help take charge of ours too. As the biggest recycler and repairer of tech in the UK, we’re in a position to make a real impact on people and the planet. 

Every voice has a space at our table and we're committed to making inclusion and diversity part of everything we do, including how we strengthen our workforce. We want to make sure you have a fair opportunity to show us your talents during our application process, so if you need any additional assistance with your application please email careers@currys.co.uk and we'll do our best to help.