Head of First Line Controls
Location: United Kingdom
Contract Type: Permanent - Hybrid or Remote
About the Role
We are seeking an experienced and strategic leader to join our Growth Markets team as Head of First Line Controls. This is a pivotal role, ensuring that our customer, sales, service, and complaints management functions operate in full compliance with regulatory requirements and internal standards across the EU.
This is a high-impact position with visibility at both senior leadership and Board level.
About You
To succeed in this role, you will have:
- Strong leadership experience within a regulated environment.
- Experience within the warranty or insurance sector.
- Excellent communication and interpersonal skills.
- An agile mindset with strong organisational capabilities.
- Experience managing teams.
- Knowledge of both in-house and outsourced contact centre operations.
- Strong analytical and problem-solving skills, with exceptional attention to detail.
The Role
- Act as the regulatory subject matter expert for insurance and service maintenance plans across various EU jurisdictions.
- Take responsibility for the management and execution of internal risk and audit actions, ensuring completion of all RCSA (Risk and Control Self-Assessment) activities.
- Develop scalable control and oversight frameworks in partnership with the First Line Controls Centre of Excellence (CoE).
- Oversee supplier contracts, ensuring that First Line Controls schedules are incorporated and continuously enhanced.
- Ensure that all sales processes are documented, reviewed, and approved in line with EU regulatory standards.
- Facilitate governance forums and committees, driving strategic actions and reporting outcomes.
- Create and implement relevant policies and develop best practice frameworks to support the business in establishing robust First Line Controls.
- Establish and monitor management information (MI) metrics, including sales, cancellations, quality assurance (QA), complaints, and service levels.
- Present First Line Controls updates to senior management.
- Lead and collaborate with QA teams to ensure compliance with business requirements.
- Identify and agree management actions to enhance oversight and control frameworks.
- Provide effective oversight, assessment, and continuous improvement of first line control activities (approximately 15 full-time employees).
We offer lots of great benefits! Some of which include:
- Competitive salary and annual discretionary bonus
- 25 days annual leave plus bank/public holidays, as well as an annual option to buy up to 5 additional days of annual leave
- Training opportunities as well as clearly defined career progression
- Health cash plan – employer funded cover to enable you to claim money back on essential healthcare costs, including dental, optical, physiotherapy and many more. Cover also includes unlimited access to a 24/7 virtual GP service
- Attractive company pension scheme
- Life assurance – employer funded cover of 4x basic salary
- Dedicated online benefit portal offering access to saving and lending facilities, financial wellbeing and support services:
- Salary Finance – access to savings and borrowing through payroll
- Car Leasing – access to a carbon neutral salary sacrifice car leasing scheme, with an all-inclusive monthly cost covering all charge, taxes, insurance, repairs and maintenance on a range of brand-new vehicles
- Travel Loans – interest free loans to help spread the cost of annual travel tickets
- Cycle to Work – tax efficient bike and cycling equipment worth up to £1,000
- Health & Wellbeing – discounted gym membership, online virtual workout sessions, online culinary classes
- OnHand – Giving you the opportunity to be an Eco & Social volunteer via a handy app. Volunteer individually or in groups to get involved in Youth Mentoring, Food Poverty, Homelessness & Elderly help.
- Employee Assistance Programme – specialist advice and support on issues such as finance, relationships, illness and family issues
- Free Domestic & General protection plan – one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends
- Employee discounts – with a range of discounts for 100s of online and high street retailers
Domestic & General are an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.
Please note that we have a thorough referencing process, which includes criminal record checks.
