Head of First Line Controls

This is a fully remote position, open to applicants in Spain, +1 more country.

📋 Description

• Act as a regulatory expert in insurance and maintenance service plans across various EU jurisdictions.

• Responsible for managing and executing internal risk and audit actions, ensuring the completion of all RCSA actions.

• Develop scalable control and oversight frameworks in collaboration with the First Line of Defense Center of Excellence.

• Oversee contracts with suppliers, ensuring that First Line Controls appendices are integrated and continuously improved.

• Ensure that all sales processes are documented, reviewed, and approved in accordance 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 business in establishing robust First Line controls.

• Establish and monitor management information indicators, including sales, cancellations, quality control, claims, and service levels.

• Present updates on First Line Controls to senior management.

• Lead and collaborate with QA teams to ensure compliance with business requirements.

• Identify and agree on management actions to enhance oversight and control frameworks.

• Provide effective oversight, evaluation, and continuous improvement of First Line control activities, managing approximately 15 full-time employees.

⛳️ Requirements

• Strong leadership experience within a regulated environment.

• Experience in the warranty or insurance sector.

• Excellent communication and interpersonal skills.

• Agile mindset with strong organizational capabilities.

• Experience in team management.

• Knowledge of both in-house and outsourced contact center operations.

• Analytical and problem-solving skills, with great attention to detail.

• Fluency in Spanish is evidenced by the Spanish-language posting; no explicit language requirement is stated.

🏝️ Benefits

• Equality of opportunity employer

• Selection process includes a thorough reference check, potentially including credit and criminal background checks