Head of Department, Supervision Hub
HybridLondon, England, United Kingdom or Leeds, England, United Kingdom
Job Summary
Develop and deliver a long-term strategy for the Supervision Hub, aligning with broader divisional goals to enhance service quality, resilience, and operational excellence. Lead a team of 160 FTEs across Leeds and London, managing performance, capability, and culture while driving continuous improvement through the effective use of AI, automation, and digital tools. Oversee the handling of over 100,000 consumer cases and 30,000 firms, ensuring seamless stakeholder interactions and the prevention of fraud to save approximately £6.6 million annually. Collaborate with internal stakeholders from Data Technology, Strategy Policy, and Enforcement, as well as external regulators like the FOS and FSCS, to manage complex escalated issues and refer risks to wider supervision. Model values-led leadership behaviors to build an inclusive department that attracts diverse talent, while maintaining strong operational grip through demand management, quality assurance, and incident response.
Required Qualifications
- Highly developed communication and stakeholder engagement skills
- Experience leading large, multi-site multi-disciplinary teams within a high-volume environment
- Experience supporting firm and consumer contact on complex regulated matters
- Proven experience of driving process optimisation and service efficiency
- Experience using technology, automation, data and digital tools to improve service outcomes, resilience and value for money
- Strong ability to build, influence and deepen relationships across a broad internal and external stakeholder landscape
- Experience across operational, policy, technology, risk and compliance domains
- Ability to model strong, values-led leadership behaviours
- Ability to set clear expectations and embed a culture of accountability, inclusion, performance and continuous improvement
- Strong understanding of the issues faced by consumers and regulated firms within financial services markets
- Understanding of how consumers and firms interact with the FCA, its systems, and wider regulatory processes
- Ability to move confidently between strategic thinking, service design and tactical operational leadership
- Ability to provide calm, decisive direction in response to complex, sensitive or high-risk escalated issues
- Evidence of maintaining strong operational grip across a complex service environment
- Experience with demand management, resource planning, quality assurance, risk controls, service performance, escalation handling and incident response
- Experience leading complex operational and technology-enabled change
- Experience implementing new platforms, workflow tools, knowledge management, telephony, or digital self-service capability
- Ability to obtain and retain SC Clearance
- Ability to work a minimum of 40% in the office each month (50% for senior leaders)
- Ability to work in the Stratford, Leeds or Edinburgh offices
- Ability to work in London & Leeds only
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