Head of Customer Controls (Fintech)

TL;DR

Head of Customer Controls (Fintech): Building and leading customer controls framework for investment platform with an accent on regulatory compliance, operational governance, and fraud management. Focus on designing assurance programs, risk oversight, insightful MI reporting, and embedding controls into processes and systems.

Location: Hybrid in Manchester, UK (minimum 50% office time per month; full-time office for new starters)

Company

UK’s fastest-growing investment platform providing solutions for advisers and investors, managing £108.7 billion in assets for 723,000 customers.

What you will do

• Lead development and enhancement of Customer Controls framework, defining risks, controls, ownership, and assurance.
• Oversee customer regulatory obligations including complaints, Consumer Duty, vulnerable customers, and communications.
• Manage Operational Fraud Team for prevention, detection, case oversight, and escalation.
• Design and deliver assurance programme with control testing, quality checks, and remediation.
• Develop MI for senior management, committees, and board reporting.
• Partner with Finance on budgets, efficiency, and performance; support change by embedding controls.

Requirements

• Strong operational controls leadership in regulated financial services (investments, pensions, wealth, platforms)
• Proven experience leading risk, controls, quality assurance, or operational oversight teams
• Deep knowledge of FCA expectations: Consumer Duty, complaint handling
• Experience building governance frameworks, assurance plans, control reporting
• Strong stakeholder management, analytical, reporting, and communication skills
• Team management and capability development in controls environment

Nice to have

• ICA, CISI, or CII qualifications

Culture & Benefits

• 28 days holiday + buy/sell + bank holidays; enhanced family leave
• 8% pension with matched contributions; discretionary bonus; share schemes
• Health Cash Plan, discounted private healthcare, free onsite gym
• Travel/bike loans, Employee Assistance Programme
• Regular social events; learning opportunities; casual dress; supportive team