Head of First Line Controls

About The Role

We’re looking for a strategic and experienced leader to join our Growth Markets team as Head of First Line Controls. This is a critical role that ensures our client, sales, service, and complaints functions operate in full alignment with regulatory requirements and internal standards across the EU. This is a high‑impact role with visibility at senior leadership and Board level.

Location

Flexible within the EU

Job Type

Full-time

Closing Date

Friday 24th April 2026

About You

• Strong leadership experience in a regulatory environment.
• Warranty or insurance industry experience.
• Excellent communication and interpersonal skills.
• Agile mindset with strong organisational skills.
• Line management experience.
• Understanding of client and outsourced contact centre operations.
• Keen problem solver with attention to detail.

The Role

• Act as the regulatory subject matter expert for insurance and maintenance service plans across EU jurisdictions.
• Own and deliver internal risk and audit actions, ensuring all RCSA (Risk and Control Self-Assessment) actions are completed.
• Develop scalable control and oversight frameworks in collaboration with the First line of control COE.
• Oversee supplier contracts, ensuring First Line Controls Schedules are embedded and continuously improved.
• Ensure 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 wider business in establishing robust First Line Controls.
• Establish and monitor MI (Management Information) benchmarks including sales, cancellations, QA, complaints, and service standards.
• Present First Line Controls updates to senior leadership.
• Lead and collaborate with QA teams to ensure business requirements are met.
• Identify and agree on management actions to enhance oversight and control frameworks.
• Provide effective monitoring, evaluation, and continuous improvement of first‑line control activities (c.15 FTE).

Equal‑Opportunity Employer

Domestic & General are an equal opportunities employer. We treat all applications fairly, regardless of gender, colour, ethnic background, religion, disability, age, sexual orientation, gender reassignment, or marital/family status. We also have a thorough referencing process, which includes credit and criminal record checks.