EU First-Line Controls Leader — Regulatory & Risk

PLC D&G Group Limited; Wimbledon; Hybrid; GBP 120,000 - 150,000; Full time

Benefits offered by this job

Competitive salary

Discretionary bonus

25 days annual leave

Health cash plan

24/7 virtual GP

Pension scheme

Life assurance 4x salary

Online benefit portal

Salary Finance

Car leasing

Travel loans

Cycle to work

Gym discounts

Volunteer program

Employee assistance

Protection plan (free)

Employee discounts

Job summary

Domestic & General is seeking a strategic Head of First Line Controls to lead the customer, sales, service and complaints functions across the EU, ensuring full regulatory compliance and internal standards. This high-visibility role reports to senior leadership and the Board.

You will establish scalable control frameworks, oversee supplier contracts, document sales processes, and drive continuous improvement with a ~15-strong team, delivering MI metrics and governance updates.

Qualifications

• Leadership experience in a regulated environment.
• Experience 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.

Responsibilities

• Act as regulatory SME 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 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, 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).

Skills

Leadership

Warranty/Insurance

Communication

Agile mindset

Team management

Contact centres

Analytical thinking

Job description

Domestic & General is seeking a strategic Head of First Line Controls to lead the customer, sales, service and complaints functions across the EU, ensuring full regulatory compliance and internal standards. This high-visibility role reports to senior leadership and the Board.

You will establish scalable control frameworks, oversee supplier contracts, document sales processes, and drive continuous improvement with a ~15-strong team, delivering MI metrics and governance updates.