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Head of Conduct & Control - Financial Services

Job Req ID:  55649
Posting Date:  4 Feb 2026
Function:  Product & Propositions
Unit:  Consumer
Location: 

Assembly, Bristol, United Kingdom

Salary:  Competitive

 

 

Closing Date: Sunday 15th February 2026

Location(s): Bristol or London

 

 

Flexible Working


The BT group operates a 3 together, 2 wherever working model. This means you are required to be at your contractual location 3 days a week with 2 flexible days per week.

 

 

BT Consumer


We run the biggest and best fixed broadband and mobile network services in the UK with an ambition to be the country’s most trusted connector of people. We bring together the BT, EE and Plusnet brands to serve more than 25 million subscribers and connect for good. Because we own the best networks for mobile and broadband, the biggest and most exciting tech brands in the world partner with us so we can bring our customers new products and services beyond the connectivity we’ve always been famous for. That includes gaming, TV, entertainment and home and cyber security. 


We handle 100% of calls and customer enquiries from our UK-based contact centres. And we have more than 400 stores on high streets across the country, including our EE Studio and Experience stores that invite people to try new technology for themselves and see how it can make their lives better.


Our networks and services keep you connected and entertained. Our mobile products run over the UK’s best network, with EE’s 4G and 5G speeds covering more than 90% of the UK. EE’s 5G connectivity is available to more than 80% of the UK population. 
Our ultra-reliable broadband is available at more than 99% of UK premises. With guaranteed speeds to keep you streaming, gaming, watching TV and connecting to the things that matter most. Our full fibre broadband is designed to meet our customers’ online demands using the UK’s most reliable broadband technology. 


And we continue to roll out the next generation of broadband and mobile services, with Wi-Fi 7 and 5G standalone. Wi-Fi 7 gives customers higher speeds and greater capacity in the home, while our 5G standalone mobile network is designed to handle the game-changing services of the future and a growing range of AI-powered devices, from smartphones to laptops, tablets and more.

 

 

The Scope

 

 

Financial Services is scaling across products, partners, and channels. While core governance policies exist, the business needs to move from reactive compliance and retrospective assurance to proactive, evidence-led management of customer outcomes.

 

This role establishes a single, coherent first line conduct and control framework across FS, ensuring Consumer Duty, conduct risk and control ownership are embedded into day-to-day product and operational decision making

 

It ensures senior leaders can be confident in FS outcomes. This is not a traditional compliance or policy role.

 

 

What you’ll be doing

 

 

Establish and maintain a single, coherent first‑line conduct and control framework across Financial Services, embedding Consumer Duty, conduct risk ownership and clear control standards into day‑to‑day product and operational decisions.

 

Set the FS conduct and control standards, first‑line assurance expectations, MI requirements, outcome tolerances and escalation triggers — ensuring Product Leads own their MI and can evidence compliant, well‑controlled products.

 

Provide strong first‑line challenge to Product and Channel teams, ensuring risks are consciously owned within appetite, issues are identified early, and remediation is effective and well‑evidenced without taking delivery ownership.

 

Oversee adherence to FS product governance (APR, FVA, TMR, material change), defining the standards for compliant change delivery and assessing the adequacy and effectiveness of product and control decisions.

 

Coordinate first‑line oversight of incidents and root‑cause analysis, driving clarity on ownership and tracking remediation to ensure risks are resolved and controls strengthened.

 

Partner with Compliance, Risk and Audit to align regulatory interpretation without duplication, enabling innovation while maintaining strong, outcome‑led conduct discipline across FS.

 

 

 

Skills and Experience Needed

 

 

Senior first‑line experience in conduct, risk or control leadership within Financial Services, with hands‑on embedding of Consumer Duty rather than simply reporting on it.

 

Strong understanding of end‑to‑end product lifecycle governance (APR, FVA, TMR, material change) and the ability to challenge Product and Operations constructively.

 

Proven capability in managing incidents, root‑cause analysis, remediation tracking and ensuring clear ownership of actions across multiple teams.

 

Ability to translate complaints, QA insight and MI into actionable product and control improvements, with an evidence‑led approach to customer outcomes.

 

Comfortable navigating complex, multi‑partner environments and influencing senior stakeholders with confidence, clarity and commercial judgement.

 

Strong partnership skills with Compliance, Risk and Audit, ensuring aligned regulatory interpretation without duplication.

 

Experience engaging across channels (customer‑present and customer‑not‑present), including handling vulnerability considerations in sales, service and contact‑centre journeys.

 

A confident, engaging people leader with previous experience coaching and developing teams — not a first‑time manager.

 

 

Benefits

  • Annual on target bonus - 15% (calculated using both personal and company performance multipliers)
  • £5,500 car allowance (can be taken as cash)
  • Family health cover
  • BT Pension scheme; minimum 5% employee contribution, BT contribution 10%
  • 25 days annual leave + 8 bank holidays with the option to buy up to one week's work of your contracted hours. This will also increase with service.
  • 2 weeks carer’s leave
  • All parents welcoming a new child are eligible for our new Family Leave policy. You will receive 18 weeks at full pay, eight weeks at half pay and 26 weeks at the statutory rate. It is for all parents, no matter how your family is made.
  • Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.
  • Life Assurance (4 x life cover pay)
  • Exclusive colleague discounts on our latest and greatest BT broadband packages
  • 50% off EE mobile pay monthly or SIM only plans and 50% discount for friends and family on EE SIM only plans.
  • My Discounts gives colleagues access to unbeatable savings on everyday purchases at hundreds of retailers.
  • Discounted EE TV including TNT Sport and the NOW Entertainment membership.
  • Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.
  • Volunteering days so you can give back to your local community.
  • Brand new electric vehicle salary sacrifice arrangement, known as ‘My EV.’
  • 24/7 private virtual GP appointments for UK colleagues

We value diversity and celebrate difference. ‘We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.’ 

We all stick to the same values: Personal, Simple, and Brilliant. From day one, you’ll get stuck in to tough challenges, pitch in with ideas, make things happen. But you won’t be alone: we’ll be there with help and support, learning and development. 

 

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.

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