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About the Role

We are seeking an experienced leader to head the FCA’s Supervision Hub within Authorisations. This is an exciting opportunity to lead a department which is an integral part of the FCA's system of supervision and engagement with consumers. The Head of Department for the Supervision Hub leads and motivates a team of approximately 160 FTE split across Leeds and London. They are responsible for ensuring seamless interactions with internal and external stakeholders, maintaining service quality, excellence and resilience, and driving continuous improvement including using AI in the Hub’s work. The Supervision Hub plays a central role in delivering the FCA’s strategy covering the entire waterfront of firms and consumers: Preventing consumer harm through direct communications to identify and avoid fraud, scams, and other detriment; Supervising flexible portfolio firms by assessing and mitigating risk, and guiding firms to understand their regulatory responsibilities; Delivering actionable intelligence gathered directly from consumers and firms to influence policy and priorities across the FCA. The Hub handles over 100,000 consumer cases annually, covering more than 30,000 firms, and is responsible for saving approximately £6.6 million per year in consumer money through fraud prevention. Reviewing and investigating over 30,000 risks and where necessary referring them to wider FCA Supervision. The role requires close collaboration and work with internal stakeholders from all areas of the FCA including Data Technology and Innovation, Strategy Policy and Competition, and Enforcement and Market Oversight, as well as responsibility for budgeting, training, and development of colleagues in the Hub. This means the Head of Department is exposed to a significant breadth of regulatory and operational issues and will need to interact with senior figures across the FCA as well as regulatory partners like the FOS and FSCS.

Responsibilities

Developing and delivering a long-term strategy for the Supervision Hub, aligning to broader divisional and organisational strategies
Leading on performance, capability and culture within the department, with a strong focus on operational excellence and using creative and innovative ways of working
Delivering through others by relying on coaching, influencing and negotiating skills with a range of internal and external stakeholders
Building a strong and inclusive department that attracts and develop diverse talent
Anticipating and responding to challenges for the Hub and wider FCA, leading your team through challenging times and work

Requirements

Highly developed communication and stakeholder engagement skills, with experience leading large, multi-site multi-disciplinary teams within a high-volume environment, supporting firm and consumer contact on complex regulated matters.
Proven experience of driving process optimisation and service efficiency, including the effective use of technology, automation, data and digital tools to improve service outcomes, resilience and value for money.
Strong ability to build, influence and deepen relationships across a broad internal and external stakeholder landscape, including operational, policy, technology, risk and compliance
Experience role modelling strong, values-led leadership behaviours, setting clear expectations and embedding a culture of accountability, inclusion, performance and continuous improvement.
Strong understanding of the issues faced by consumers and regulated firms within financial services markets, including how they interact with FCA, its systems, and wider regulatory processes.
Ability to move confidently between strategic thinking, service design and tactical operational leadership, providing calm, decisive direction in response to complex, sensitive or high-risk escalated issues.
Evidence of maintaining strong operational grip across a complex service environment, including demand management, resource planning, quality assurance, risk controls, service performance, escalation handling and incident response.
Experience leading complex operational and technology-enabled change across a complex environment including implementation of new platforms, workflow tools, knowledge management, telephony, or digital self-service capability.
All applicants to the FCA are required to demonstrate that they do not have other interests likely to conflict with their responsibilities as an employee of the FCA.
You should declare any potential conflict of interest as early as possible in the selection process, and also disclose information or personal connections that, if appointed, might be open to misperception.

Skills

AI
Data Technology and Innovation
Strategy Policy and Competition
Enforcement and Market Oversight
Communication
Stakeholder Engagement
Team Leadership
Process Optimisation
Service Efficiency
Technology Utilisation
Automation
Data Analysis
Digital Tools
Relationship Building
Influencing
Operational Leadership
Policy Development
Risk Management
Compliance
Values-led Leadership
Accountability
Inclusion
Performance Management
Continuous Improvement
Consumer Market Understanding
Firm Market Understanding
Strategic Thinking
Service Design
Tactical Operational Leadership
Demand Management
Resource Planning
Quality Assurance
Escalation Handling
Incident Response
Change Management
Platform Implementation
Workflow Tools
Knowledge Management
Telephony Systems
Digital Self-Service Capability

Location

Leeds
London

Work Type

Hybrid Working
Flexible Working Arrangements

Experience Level

Senior Leader
Minimum 50% in office for senior leaders
Minimum 60% in office for Executive Director and Directors

Salary/Compensations

London £140,000-£190,000
Leeds £126,000 - £171,000

Benefits

30 days holiday per year plus bank holidays
Private healthcare with Bupa
A non-contributory Pension of at least 8% of basic salary each month (there are several contribution levels that increase depending on your age- up to 12% a month once you reach age 35)
Life assurance of eight times your basic salary
Income protection
Personalised benefits package
Option to purchase additional benefits such as dental or cycle to work
Option to top up base salary by taking allowance as cash

About the Company

At the FCA, we’re creating a fair and more resilient financial system.
We’re establishing more transparent relationships between financial services and customers, building trust in financial markets and protecting vulnerable consumers.
We’re currently on an exciting journey as we drive forward significant organisational, people, process, and technology transformation to become a more forward-thinking, proactive regulator.
We will use data more effectively to drive better regulatory decisions and build greater cohesion across our broad financial services remit.
Significant improvements in digital enablement, business intelligence, market data and information management maturity are all being pursued to maintain our position as a world leader in financial services regulation.
In March 2025, the FCA launched a new 5-year strategy to deepen trust, rebalance risk, support growth and improve lives.
The FCA will focus on four priorities: Be a smarter regulator; predictable, purposeful and proportionate. The FCA will improve its processes and embrace technology to become more efficient and effective.
Support sustained economic growth, by enabling investment, innovation and ensuring the continued competitiveness of the UK’s world-leading financial services.
Help consumers navigate their financial lives by working with industry to boost trust, product innovation and ensuring the right information and support is available for people to take financial decisions.
Fight financial crime, focusing on those who seek to use the fact they are regulated to do harm. It will go further to disrupt criminals and support firms to be an effective line of defence.
Our ambition is to create a diverse and inclusive workplace that reflects the society we serve, helping us to be a better regulator.
We serve the public and our decisions directly affect the wellbeing of people, businesses and the UK economy. So, our values matter. They represent the culture we aspire to every day, guiding our judgements, building trust and helping us to be ‘At our best’.
The FCA is committed to achieving greater diversity across all levels of our organisation. Given this, we particularly welcome applications from women, disabled, and minority ethnic candidates, as under-represented groups.

Equal Opportunity

We’re proud to be a Disability Confident Employer, and therefore, people or individuals with disabilities and long-term conditions who best meet the minimum criteria for a role will go through to the next stage of the recruitment process.
As an inclusive employer, we are open to considering flexible working arrangements, including job shares.
We want to remove any possible barriers and are committed to providing a wide range of reasonable adjustments so that you can keep the focus on your conversations and be at your best.
If you have an accessibility requirement, disability, or condition that means you might require changes to the recruitment process, please contact your recruiter to discuss this further.
Our aim is to make you application as easy as possible, and your recruiter will be happy to work with you to make any necessary arrangements where possible.