Head of Customer Control Function
About The Position
Are you ready to shape the future of customer experience and risk management at the highest level? We’re looking for a dynamic, strategic, and influential leader to step into the pivotal role of Head of Customer Control Function. This is your opportunity to become the trusted expert and guiding voice on risk across our Customer Directorate — and a key contributor within the wider Senior Management Team. In this role, you’ll lead and inspire a multi‑disciplined team, champion forward‑thinking risk practices, and drive strategic decision‑making that safeguards our customers, strengthens performance, and powers our organisational goals. If you thrive on influence, innovation, and making a meaningful impact at scale, this is the perfect role for you.
Requirements
- Operational risk professional management at a managerial or leadership level in financial services public and / or private sector.
- Demonstrable skills and knowledge in one or more of the following: 3rd party supplier management / oversight; payment processing or risk management; Quality Assurance.
- Extensive and well-developed skills in stakeholder relationship management across internal and external partners. For example, with government colleagues, with business, with service providers; working at different levels from junior to executive stakeholders, role modelling value-based behaviours and the interests of the organization.
- Ability to effectively communicate plans and strategy through written papers, presentation and discussions up to and including board level.
- Proven people leader through steady and change-driven environments, can demonstrate ability to coach, develop and maximise potential in their teams.
- Previous experience in operational risk management roles at a senior level within a financial services and / or similar organisation, in public or private sector.
- Demonstrable experience within private or public sector working in or with at least one of the following disciplines: 3rd party supplier management / oversight; payment processing or risk management; Quality Assurance.
- Experience leading a multi-disciplined team and the ability to create a working climate which motivates and engages each member of the team, ensuring that they perform effectively individually and collectively.
Benefits
- 28 days annual leave plus 8 public holidays
- Option to buy/sell annual leave
- Flexi-time and enhanced flexible working options available
- Option to join the Civil Service pension scheme
- Life insurance cover for 4 x annual salary
- Enhanced company sick pay and family leave including maternity, paternity and adoption
- Contributory lifestyle benefit options including discounts at hundreds of retailers, cycle to work scheme, access to the Civil Service Sports and Leisure Club for discounted gym memberships, and an optional dental insurance scheme
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
