Head of First Line Controls

Head of First Line Controls - Europe

Location: Flexible within the EU

Job Type: Full-time

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.

About You

To be successful in this role, you will have:

• Experience working within First Line Controls across European markets.
• 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)

The culture at Domestic at General is creative, fast-moving and exciting as we’re going through a period of transformational change where customers are at the heart of everything we do… do not miss out on an opportunity to be part of both our culture and growth, apply now!

Domestic & General are an equal opportunities employer, which means we treat people fairly. We view all applications equally, 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.

At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.