Head of First Line Controls

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.