Head of First-Line Controls & Regulatory Compliance

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

Benefits offered by this job

Competitive salary & discretionary 5%+

25 days annual leave + bank holidays

Health cash plan

Company pension scheme

Life assurance 4x salary

Employee benefits portal

Car leasing – salary sacrifice

Travel loans

Cycle to Work

Health & wellbeing programs

Employee assistance programme

Discounted protection plans

Job summary

Domestic & General in the United Kingdom is seeking a Senior Head of First Line Controls to lead customer, sales, service and complaints governance with EU regulatory alignment. This high-visibility role reports to senior leadership and the board, driving robust control frameworks and continuous improvement across first line activities.

You will oversee a team of around 15 staff, partner with QA, define MI metrics, and ensure compliant sales processes while leveraging the First Line Controls CoE

Qualifications

• Experience leading in a regulated environment.
• Experience in warranty or insurance sectors.
• Excellent communication and interpersonal skills.
• Agile mindset with strong organisational capabilities.
• Experience managing teams.
• Knowledge of in-house and outsourced contact centre operations.
• Strong analytical and problem-solving skills with attention to detail.

Responsibilities

• Act as regulatory SME for insurance and service maintenance plans across EU jurisdictions.
• Manage and execute internal risk and audit actions, including RCSA activities.
• Develop scalable control and oversight frameworks with the CoE.
• Oversee supplier contracts and ensure integrated First Line Controls schedules.
• Document, review and approve sales processes per EU regulatory standards.
• Lead governance forums and strategic reporting to senior management.
• Create policies and best practice frameworks for robust First Line Controls.
• Establish and monitor MI metrics (sales, cancellations, QA, complaints, service levels).
• Present First Line Controls updates to senior management.
• Lead QA collaboration to ensure compliance with business requirements.
• Identify actions to enhance oversight and control frameworks.
• Provide oversight and continuous improvement of first line control activities (approx. 15 FTE).

Skills

Regulated environment leadership

Warranty/insurance industry experience

Strong communication

Agile mindset

Team management

Contact centre operations knowledge

Analytical, detail-oriented

Job description

Domestic & General in the United Kingdom is seeking a Senior Head of First Line Controls to lead customer, sales, service and complaints governance with EU regulatory alignment. This high-visibility role reports to senior leadership and the board, driving robust control frameworks and continuous improvement across first line activities.

You will oversee a team of around 15 staff, partner with QA, define MI metrics, and ensure compliant sales processes while leveraging the First Line Controls CoE