Head of First Line Controls

Location: City Of London

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 with in 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…