At a Glance
- Tasks: Lead the development of customer controls and ensure effective governance across services.
- Company: Join AJ Bell, a fast-growing investment platform with a supportive culture.
- Benefits: Enjoy 28 days holiday, pension contributions, bonuses, and health plans.
- Other info: Hybrid working model with a friendly team and regular social events.
- Why this job: Make a real impact on customer outcomes in a dynamic financial services environment.
- Qualifications: Strong leadership in operational controls and experience in regulated financial services required.
The predicted salary is between 70000 - 90000 € per year.
At AJ Bell, we’re committed to delivering straightforward, high quality services that help customers invest with confidence. As we continue to grow, we’re looking for a Head of Customer Controls to play a key leadership role in strengthening control oversight, customer outcomes and operational governance across our Customer Services function. This is a senior leadership role reporting to the Customer Services Director, with responsibility for building and leading a robust customer controls framework that supports operational efficiency, regulatory compliance and fair customer outcomes. You’ll combine strategic oversight with hands-on leadership, working closely with senior stakeholders across Customer Services, Risk, Compliance, Finance and Change to ensure our controls environment remains effective, proportionate and fit for the future.
What you’ll be doing:
- You’ll lead the development and ongoing enhancement of our Customer Controls function, ensuring strong governance, meaningful reporting and effective control oversight across Customer Services activity.
- Leading and developing the Customer Controls framework, ensuring key risks, controls, ownership and assurance activity are clearly defined and maintained.
- Providing oversight of customer related regulatory obligations, including complaint handling, Consumer Duty, vulnerable customer processes and customer communications.
- Managing the Operational Fraud Team, providing leadership across fraud prevention, detection, case oversight and escalation.
- Designing and delivering a proportionate assurance programme, including control testing, quality checks and remediation tracking.
- Developing clear, insightful MI to support senior management, committees and board reporting.
- Ensuring risks, incidents and control weaknesses are identified early, escalated appropriately and addressed effectively.
- Partnering with Finance to monitor budgets, efficiency measures and operational performance across Customer Services.
- Supporting operational change by embedding controls into new processes, systems and customer journeys.
- Leading continuous improvement activity to strengthen controls, reduce risk and improve customer outcomes.
What we’re looking for:
- Strong operational controls leadership experience in a regulated financial services environment, ideally within investments, pensions, wealth or platform services.
- Proven experience leading risk, controls, quality assurance or operational oversight teams.
- Strong understanding of FCA expectations relevant to customer operations, including Consumer Duty and complaint handling.
- Experience building governance frameworks, assurance plans and control reporting.
- Strong stakeholder management skills, with the ability to influence and challenge constructively at senior level.
- Excellent analytical and reporting capability, with strong MI and data interpretation skills.
- Confidence translating complex control issues into clear actions and decisions.
- Strong written communication skills, including production of governance papers and senior reporting.
- Experience managing teams and developing capability within a control environment.
Relevant professional qualifications such as ICA, CISI or CII would be beneficial, although equivalent practical experience is equally valued.
About AJ Bell:
AJ Bell is one of the UK’s fastest-growing investment platform businesses, providing award-winning solutions for everyone, from professional financial advisers to first-time investors. Today, over 723,000 customers trust us to manage more than £108.7 billion of assets. By continually striving to make investing simpler and more accessible, we’re helping more people take control of their financial futures. We’re proud to be recognised as one of the UK’s Best 100 Companies to Work For for six consecutive years, and a Great Place to Work in 2025 and 2026 a reflection of our supportive and collaborative culture.
What we offer:
- 28 days holiday, increasing with service + buy/sell scheme + bank holidays.
- 8% Pension with matched contributions.
- Discretionary bonus scheme.
- Share schemes (including free shares and BAYE).
- Health Cash Plan and discounted private healthcare.
- Free onsite gym.
- Enhanced family leave (subject to qualifying criteria).
- Travel and bike loan schemes.
- Employee Assistance Programme.
Life at AJ Bell:
- Regular social events including summer and Christmas parties.
- Learning and development opportunities tailored to you.
- Casual dress code.
- Friendly, supportive team environment.
Our ways of working:
We offer hybrid working, with a minimum of 50% of your working time per month spent in the office. For new starters, there’s an initial period of full-time office working to help you settle in and build relationships.
Inclusion & diversity:
We’re committed to creating an inclusive environment where everyone feels respected and able to be themselves at work. We welcome applications from all backgrounds and make hiring decisions based on skills, experience and potential.
Head of Customer Controls in Salford employer: Aj Bell
AJ Bell is an exceptional employer, recognised as one of the UK’s Best 100 Companies to Work For for six consecutive years. With a strong commitment to employee development, a supportive and collaborative culture, and a range of benefits including a generous holiday allowance, pension contributions, and health plans, AJ Bell fosters an environment where employees can thrive both personally and professionally. The hybrid working model and emphasis on inclusion and diversity further enhance the appeal of joining this dynamic investment platform business located in the heart of the UK.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Controls in Salford
✨Tip Number 1
Network like a pro! Reach out to your connections in the financial services sector, especially those who work at AJ Bell or similar companies. A friendly chat can lead to insider info about the role and even a referral.
✨Tip Number 2
Prepare for the interview by diving deep into AJ Bell's values and recent news. Show us you’re not just another candidate; demonstrate how your experience aligns with our commitment to customer outcomes and operational governance.
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've led teams, managed risks, and improved customer controls. We want to hear about your hands-on leadership style and how it’s made a difference.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows us you’re genuinely interested in being part of the AJ Bell team.
We think you need these skills to ace Head of Customer Controls in Salford
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in operational controls and regulatory compliance. We want to see how your skills align with the key responsibilities of the Head of Customer Controls role.
Showcase Your Leadership Skills:In your application, emphasise your leadership experience, especially in managing teams and developing governance frameworks. We’re looking for someone who can lead with confidence and influence senior stakeholders effectively.
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language to convey your achievements and how they relate to the role. We appreciate strong written communication skills, so make every word count!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the position. We can’t wait to hear from you!
How to prepare for a job interview at Aj Bell
✨Know Your Stuff
Make sure you’re well-versed in AJ Bell’s services and the financial regulations that apply to customer operations. Brush up on FCA expectations, especially around Consumer Duty and complaint handling, so you can speak confidently about how your experience aligns with their needs.
✨Showcase Leadership Skills
Prepare examples of how you've successfully led teams in a regulated environment. Highlight your experience in building governance frameworks and managing operational controls, as this will demonstrate your capability to lead the Customer Controls function effectively.
✨Engage with Stakeholders
Think about how you’ve influenced senior stakeholders in the past. Be ready to discuss specific instances where you’ve challenged constructively or collaborated with other departments like Risk, Compliance, and Finance to enhance operational efficiency.
✨Data is Key
Since the role involves developing insightful management information (MI), come prepared to discuss your analytical skills. Share examples of how you’ve used data to drive decisions or improve processes, as this will show your ability to translate complex issues into actionable insights.
