About the role

This role sits within Acquisition & In-Life Risk and is responsible for defining, maintaining and governing the credit risk control framework across acquisition and in-life customer journeys.

The role ensures that BT’s credit risk activities operate within a robust control environment, providing assurance that policies are followed, risks are identified and managed effectively, and regulatory obligations are met. You will act as a key interface between Credit Risk, Financial Services Compliance, Internal Audit, Legal and operational teams.

You will play a key role in protecting BT from financial loss, regulatory risk and customer detriment by ensuring controls are effective, risks are appropriately managed, and governance arrangements evolve in line with business and regulatory change.

The role also supports BT’s focus on simplification, control effectiveness and scalable risk management, ensuring that robust governance and oversight remain in place as processes become increasingly automated and data-driven.

What you’ll be doing

Control Framework & Design

•Own and evolve the AILR credit risk control framework, ensuring alignment with policy, risk appetite and regulatory expectations. Define and influence control requirements within decisioning frameworks, system design and digital and automated customer journeys, while governing credit file structures and ensuring changes are appropriately assessed for risk, customer impact and regulatory compliance.

Governance, Regulatory & Audit

•Oversee governance of model risk and decisioning controls, ensuring robust documentation, monitoring, traceability and auditability of credit decisions and outcomes. Provide control expertise and ensure alignment with Consumer Duty and fair customer outcomes, acting as a key contact for Financial Services Compliance, Internal Audit and Legal, and leading coordinated responses to regulatory requirements, audits and reviews.

Control Assurance & Monitoring

•Lead risk and control assessments to identify exposures and ensure appropriate controls are designed, implemented and operating effectively. Monitor control performance, identify gaps and weaknesses, and drive continuous improvement through simplification, standardisation and automation, ensuring controls remain proportionate, effective and scalable.

Incident & Issue Management

•Own and manage the AILR incident management framework, ensuring incidents and control breaches are consistently identified, recorded, classified, tracked and resolved, with clear ownership, governance and escalation. Analyse incident and control data to identify root causes, recurring risks and systemic issues, driving improvements across policy, modelling, system design and operational processes.

Cross-Functional Integration & Change

•Partner with AILR, Credit Risk Lifecycle and wider stakeholders to embed effective controls and lessons learned into policy design, decisioning frameworks and operational processes. Represent AILR Controls in strategic programmes and transformation initiatives, ensuring control requirements are considered from initial design through to implementation and delivery.

Insight, Reporting & Continuous Improvement

•Produce clear, actionable management information on control performance, incidents and risk exposures to inform senior decision-making. Anticipate regulatory developments, industry trends and emerging risks to keep the control framework relevant, compliant and proportionate, while promoting a strong culture of risk awareness and control ownership across AILR and the wider business.

Essential Skills / Experience

•Strong experience of credit risk and control frameworks within a regulated environment, including designing, implementing, maintaining or assessing controls.
•Proven experience managing control assurance activities, incidents or risk events, including root-cause analysis, remediation tracking and supporting audit or regulatory reviews.
•Strong stakeholder management, communication and influencing skills, with the ability to constructively challenge and collaborate with Compliance, Audit, Legal, operational and technology teams, translating complex risks into clear recommendations and actionable management information

Desirable Skills / Experience

•Experience applying regulatory requirements to credit risk activities or customer journeys, with an understanding of customer outcomes and regulatory expectations.
•Experience working in telecommunications, financial services, utilities or other high-volume customer environments.
•Understanding of model risk and controls within automated decisioning environments, including decision engines and AI-enabled processes.
•Experience working with Compliance and assurance teams to support governance, control assessments, audits or regulatory reviews.
•Experience producing and communicating insightful management information and governance reporting to support risk oversight and decision-making.
•Strong analytical and organisational skills, with the ability to translate complex information into practical recommendations and manage multiple priorities in a fast-paced environment.

Our Package

Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life. You can design the package to suit you and your lifestyle. Your core benefits include:

• 10% on target annual bonus
• Access to an online private GP 24/7 for you and your immediate family
• Market-leading paid carers leave with up to 2 weeks off
• Equalised maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay
• Discounted EE and BT products, including mobile and broadband
• Market leading Pension scheme – 5% from you and 10% from us
• Holiday purchase scheme

You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready