HeadofFirstLineControls

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. **T****he 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. *