Head of Conduct & Control - Financial Services in Bristol

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.

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.

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.

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.