Job DescriptionAt 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.Key responsibilities includeLeading and developing the Customer Controls framework, ensuring key risks, controls, ownership and assurance activity are clearly defined and maintainedProviding oversight of customer related regulatory obligations, including complaint handling, Consumer Duty, vulnerable customer processes and customer communicationsManaging the Operational Fraud Team, providing leadership acros