Currys plc
Credit Conduct and Control Manager
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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.
Credit plays an important role in helping our customers access the technology they need, whether that's through FlexPay, Sky Glass, FlexSave or other future offerings. As our Credit Conduct & Control Manager, you'll help ensure these products are designed and delivered in a way that supports good customer outcomes and meets the standards expected within a regulated environment.
Using MI, complaints, incidents and customer insight, you'll identify emerging risks, highlight where improvements are needed and help ensure issues are addressed before they become bigger problems. You'll play a key role in providing oversight and assurance that our products, processes and customer journeys continue to meet regulatory expectations and deliver fair, effective outcomes for customers.
Working across Credit, Product, Operations, Compliance and our lending partners, you'll help strengthen governance, improve controls and ensure we're able to quickly identify, understand and respond when things aren't working as they should. Through your insight and challenge, you'll support continuous improvement across our credit propositions and the experience we deliver to customers.
Role overview:
As part of this role, you'll be responsible for:
- Owning conduct and customer outcome MI across our credit products, identifying trends, risks, customer harm indicators and opportunities for improvement.
- Leading governance reporting across Credit and customer outcome forums, supporting ExCo, Board and Consumer Duty governance, and helping shape the wider governance agenda alongside the Senior Manager.
- Managing actions, incidents and remediation activity to ensure issues are identified, addressed and resolved effectively.
- Overseeing complaints and customer insight trends, identifying root causes and driving improvements that support good customer outcomes.
- Supporting the day-to-day operation of the Credit control framework, including control testing, assurance reviews and the proactive identification of control weaknesses before they become wider customer outcome or regulatory issues.
- Providing oversight of financial promotions, operational risks and fraud-related themes, ensuring appropriate governance and controls are in place.
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You will need:
- Experience working within a regulated financial services, consumer lending or credit environment.
- Strong understanding of consumer credit products and associated regulatory requirements.
- Practical knowledge of Consumer Duty, customer outcomes and customer harm considerations.
- Experience using MI and reporting to identify risks, trends and areas for improvement.
- Experience within governance, controls, operational risk, conduct risk, complaints oversight, incident management or assurance activities.
- Confidence engaging and influencing stakeholders across a business, holding actions to account and driving outcomes.
- Strong written and verbal communication skills, with the ability to turn complex information into clear, actionable insight.
- A proactive, customer-focused mindset with a passion for continuous improvement.
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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.
Why join us:
Join our credit 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.
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