EU First-Line Controls Leader

Domestic & General Group; Wimbledon; Hybrid; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Health cash plan

Pension scheme

Life assurance

Annual leave – 25 days + bank holidays

Employee discounts

Job summary

Domestic & General Group is recruiting a Head of First Line Controls in Wimbledon, UK. You will lead a team of about 15 in a regulated environment, ensuring compliance across sales, service, and complaints while partnering with the First Line Controls CoE to strengthen risk, control, and MI reporting.

Hybrid or remote work options are available. The role reports to Growth Markets leadership and carries high visibility at senior levels, including the Board.

Qualifications

• Experience in regulated environments.
• Experience in warranty/insurance sectors.
• Strong communication and interpersonal skills.
• Agile mindset with strong organisational capabilities.
• Experience managing teams.
• Knowledge of in-house and outsourced contact centre operations.
• Analytical and problem-solving skills with attention to detail.

Responsibilities

• Act as regulatory SME for insurance and service plans across EU jurisdictions.
• Manage and execute internal risk and audit actions; complete RCSA activities.
• Develop scalable control and oversight frameworks with CoE.
• Oversee supplier contracts; ensure First Line Controls schedules are integrated.
• Ensure sales processes are documented, reviewed, and approved per EU standards.
• Facilitate governance forums and report outcomes to leadership.
• Create policies and best-practice frameworks for First Line Controls.
• Establish MI metrics (sales, cancellations, QA, complaints, SLAs).
• Present updates to senior management; lead QA collaboration.
• Identify actions to enhance oversight and control frameworks.
• Provide oversight and continuous improvement for ~15 FLC staff.

Skills

Leadership

Regulation

Stakeholder comms

Change management

Team management

Risk management

QA oversight

Supplier contracts

MI reporting

Governance

Job description

Domestic & General Group is recruiting a Head of First Line Controls in Wimbledon, UK. You will lead a team of about 15 in a regulated environment, ensuring compliance across sales, service, and complaints while partnering with the First Line Controls CoE to strengthen risk, control, and MI reporting.

Hybrid or remote work options are available. The role reports to Growth Markets leadership and carries high visibility at senior levels, including the Board.