Head of First Line Controls, Risk & Resilience
Location: Flexible within the EU
Job Type: Full-time
Closing Date: 21st August 2025
About the role
We’re looking for a strategic and experienced leader to join our Growth Markets team as Head of First Line Controls, Risk & Resilience. 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.
You’ll lead the Quality Assurance (QA) team, own our DORA-aligned digital operational resilience strategy, and drive continuous improvement across all first-line activities. This is a high-impact role with visibility at senior leadership and Board level.
Key responsibilities
Client, Sales, Service & Complaints Oversight
Lead and manage First Line Controls and QA teams.
Act as the regulatory SME for insurance and maintenance service plans across EU jurisdictions.
Deliver internal risk and audit actions, including RCSA completion.
Develop scalable control and oversight frameworks in collaboration with the First Line COE.
Oversee supplier contracts and embed First Line Controls schedules.
Ensure sales processes meet EU regulatory standards.
Facilitate governance forums and committees, reporting outcomes and driving strategic actions.
Create and implement compliant sales policies and best practices.
Monitor MI benchmarks across sales, cancellations, QA, complaints, and service standards.
Present First Line Controls updates to senior leadership.
Provide strategic leadership to the QA team (c.15 FTE).
Digital Operational Resilience Leadership
Support ICT and operational resilience risk owners in risk identification and mitigation.
Lead outsourcing management for DGIEU, ensuring regulatory compliance.
Own and deliver the DORA-aligned resilience strategy and improvement programme.
Oversee contracts, monitoring, and exit plans for externally and intragroup provided services.
Assess digital resilience testing outcomes and ICT risk framework self-assessments.
Monitor material incidents and coordinate regulatory notifications.
Produce data-driven reports for senior management and the Board.
Drive continuous improvement in operational resilience maturity.
About you
Strong leadership experience in risk, regulatory, or QA environments.
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.
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.