Remote Head of First-Line Controls & Regulatory Oversight

Domestic & General; Greater London; Hybrid; GBP 110,000 - 150,000; Full time

Benefits offered by this job

Competitive salary

Discretionary bonus

25 days leave + holidays

Private health plan

Pension scheme

Life assurance

Employee discounts

Volunteer & wellbeing programs

Job summary

Domestic & General is seeking a senior leader to head First Line Controls, ensuring compliant customer, sales, service and complaints processes across EU regions. The role sits within the Growth Markets team and offers high visibility with senior leadership and the Board.

You will govern risk actions, develop scalable control frameworks, and oversee supplier contracts while reporting to executives on governance outcomes and continuous improvements.

Qualifications

• Experience leading risk and control functions in regulated environments.
• Background in warranty or insurance sectors is preferred.
• Strong communication and stakeholder management abilities.
• Proven ability to manage cross-functional teams and suppliers.

Responsibilities

• Act as regulatory SME for insurance and service plans across EU jurisdictions.
• Oversee risk and audit actions including RCSA activities.
• Develop scalable control and oversight frameworks with the CoE.
• Manage supplier contracts and ensure control schedules are embedded.
• Document and approve sales processes to meet EU standards.
• Lead governance forums, report outcomes, and drive action.
• Establish policies and best practice frameworks for First Line Controls.
• Monitor MI metrics across sales, cancellations, QA, complaints and SLAs.
• Present updates to senior management and collaborate with QA.
• Identify actions to enhance oversight and control frameworks.
• Provide ongoing oversight of first line control activities (approx. 15 FTE).

Skills

Leadership experience

Regulated environment

Warranty/insurance

Communication skills

Agile mindset

Team management

Contact centre operations

Analytical thinking

Job description

Domestic & General is seeking a senior leader to head First Line Controls, ensuring compliant customer, sales, service and complaints processes across EU regions. The role sits within the Growth Markets team and offers high visibility with senior leadership and the Board.

You will govern risk actions, develop scalable control frameworks, and oversee supplier contracts while reporting to executives on governance outcomes and continuous improvements.