Head of First Line Controls
Remote · Germany
Job Summary
Head of First Line Controls overseeing regulatory compliance and internal controls across EU jurisdictions. Leads risk-based actions, develops scalable control and oversight frameworks, manages supplier contracts, ensures sales processes are aligned with EU standards, facilitates governance forums, and delivers MI benchmarks (sales, QA, complaints, service). Collaborative leadership of QA teams and visibility at senior leadership/Board level; role includes ownership of action plans (RCSA), continuous improvement of first-line control activities (~c.15 FTE).
Required Qualifications
- Experience in First Line Controls across European markets
- Leadership experience in regulatory environments
- Warranty or insurance industry experience
- Strong communication and interpersonal skills
- Agile mindset and organisational skills
- Line management experience
- Understanding of client and outsourced contact centre operations
- Problem-solving with attention to detail
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