Motability Operations Ltd
Head of Consumer Duty & Regulatory Compliance
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About The Role
With the Scheme now supporting around 935,000 customers, our regulatory responsibilities and focus have grown significantly. Consumer Duty and Responsible Lending are increasingly important to how we design, monitor and support our products, and this role will be central to developing our regulatory approach and ensuring we can evidence good customer outcomes.
This is a senior regulatory leadership role with responsibility for shaping and leading Motability Operations' approach to Consumer Duty, Responsible Lending and regulatory compliance. You will own the framework through which we assess and evidence customer outcomes, identify foreseeable harm and ensure regulatory requirements are translated into practical business decisions, governance and action.
Required
Reporting to the Deputy General Counsel, you will work across the organisation to bring together customer insight, operational data, complaints, vulnerability, forbearance and management information. You will provide regulatory oversight and challenge, helping the business understand what the evidence means from a Consumer Duty and Responsible Lending perspective and what action is required. Duties include:
- Lead and continuously develop MO's Consumer Duty, Responsible Lending and Product Governance framework.
- Lead MO's approach to vulnerable customers alongside Consumer Duty and Responsible Lending, ensuring outcomes for customers with characteristics of vulnerability are appropriately monitored and challenged.
- Lead the development of an outcomes-based compliance culture across MO, building Consumer Duty capability and accountability across the business, with clear first-line ownership and effective second-line oversight and challenge.
- Lead thematic and deep-dive reviews where MI, complaints, customer insight or other evidence indicates emerging or foreseeable harm.
- Monitor regulatory developments and lead the translation of new FCA rules, guidance and supervisory expectations into practical changes across the business.
- Work across the three lines of defence to ensure customer-outcome risks are appropriately identified, challenged, assured and escalated.
- Own the Responsible Lending and Consumer Duty Outcomes Monitoring Framework and the overall regulatory assessment of customer outcomes.
- Provide senior advice and challenge on FCA requirements, including Consumer Duty, CONC, foreseeable harm, vulnerability and product governance.
- Bring together MI and insight from Customer Insight, Operations, Complaints, Collections, Risk, dealer oversight and other business areas to identify emerging risks and customer harm.
- Lead governance reporting to the FCA & Compliance Committee, Executive Committee and Board, including the annual Consumer Duty assessment.
- Challenge the business where outcomes indicate emerging harm and ensure appropriate actions, interventions and remediation are agreed, tracked and tested for effectiveness.
- Ensure customer outcomes evidence informs product governance and decisions about how products, communications and customer support should evolve over time.
- Support FCA engagement and ensure evolving regulatory expectations are understood and embedded across the business.
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About You
You are an experienced regulatory professional in Consumer Finance, who understands how to turn FCA requirements into practical, proportionate frameworks that work for customers and the business. You are comfortable operating at senior level, using data and customer evidence to form judgements, challenge constructively and influence decisions across organisational boundaries.
You have a strong customer-outcomes mindset and understand that Consumer Duty is a business-wide responsibility, not simply a compliance process.
You are confident working with senior stakeholders and governance forums and can communicate complex regulatory issues clearly and pragmatically.
You are analytical and evidence-led, with the judgement to interpret MI, customer insight and emerging trends rather than relying solely on individual metrics.
You are collaborative and comfortable working across Legal & Compliance, Risk, Customer Insight, Operations, Complaints, Finance, Product and Technology.
Minimum criteria
You’ll need all of these.
- Significant senior experience in an FCA-regulated financial services environment (limited permission), gained in Regulatory Compliance, Consumer Duty, Conduct Risk, Product Governance or a closely related discipline.
- Strong working knowledge of Consumer Duty and FCA regulatory expectations, with relevant knowledge of CONC, responsible lending and customers in financial difficulty.
- Experience designing, implementing or operating customer outcomes monitoring, product governance or conduct-risk frameworks.
- Experience using MI, customer insight, complaints and other evidence to identify foreseeable harm, assess customer outcomes and drive action.
- Strong governance experience, including preparing and presenting regulatory or customer-outcomes reporting to Executive and/or Board-level forums.
- Excellent stakeholder management and influencing skills, with the confidence to provide effective challenge and drive cross-business change.
About The Company
Motability Operations is a unique organisation, virtually one of a kind. We combine a strong sense of purpose with a real commercial edge to ensure we provide the best possible worry-free mobility solutions to over 800,000 customers and their families across the UK. Customers exchange their higher rate mobility allowance to lease a range of affordable vehicles (cars, wheelchair accessible vehicles, scooters, and powered wheelchairs) with insurance, maintenance and breakdown assistance included. We are the largest car fleet operator in the UK (purchasing around 10% of all the new cars sold in the UK) and work with a network of around 5,000 car dealers and all the major manufacturers. We pride ourselves on delivering outstanding customer service, achieving an independently verified customer satisfaction rating of 9.8 out of 10.
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Our Values Are At The Heart Of Everything We Do. They Represent Ambition, And We Look For Our People To Live And Breathe Them Every Day
We find solutions
We drive change
We care
We operate hybrid working across the organisation where we split our time between working on-site at our offices, and at home, remotely within the UK. We believe hybrid working achieves a good work/life balance for our colleagues, allowing us to connect with each other, collaborate on important work, and perform together to deliver for our customers. It allows us to have the flexibility to work remotely up to 2-days per week whilst also using the great office spaces we have available.
As a Motability Operations team member, the benefits you can expect are:
- Competitive reward package including an annual discretionary bonus
- 15% non-contributory pension (9% non-contributory pension during probation period)
- 28 days annual leave with option to purchase and sell days
- Free fresh fruit and snacks in the office
- 1 day for volunteering
- Funded Private Medical Insurance cover
- Electric/Hybrid Car Salary Sacrifice Scheme and Cycle to Work Scheme
- Life assurance at 4 times your basic salary to give you a peace of mind that your loved ones will receive some financial help
- Funded health screening for over 50s
- Voluntary benefits: charitable giving, critical illness insurance, dental insurance, health and cancer screenings for you and your partner, discounted gym memberships and season ticket loans
- Employee Discount Scheme with an app to save on the go
- Free access to healthcare apps such as Peppy, Unmind, Aviva Digital GP and volunteering app on Hand for all employees
- Generous family leave policies
At Motability Operations, we believe in building a diverse workforce, where our people are empowered to attend work as their true selves, and we encourage people from all backgrounds to apply. We want to sustain a culture that nurtures, where employees are free to flourish and where they’re rewarded equally, regardless of race, nationality or ethnic origin, sexual orientation, age, disability, or gender.
We pride ourselves on being an inclusive employer and as such, all our offices provide first rate disability access. With our hybrid working environment, we do our best to accommodate part-time and flexible working requests where possible, building on our culture of trust, empowerment, and flexibility.
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