About the Role

Reporting to the Head of Quality & Compliance Assurance, the Controls Development Lead is responsible for strengthening risk and controls assurance across ENGIE Retail, with a focus on Customer Operations, CX & Growth.

This role leads the design, execution and continuous improvement of the retail controls framework, ensuring risks are effectively managed and operations remain compliant, efficient and well-governed. Working closely with internal teams and external partners, you will provide oversight of control effectiveness, drive remediation where required, and deliver insights to support informed decision-making.

Key Responsibilities:

• Lead the strategic direction and ongoing evolution of risk and controls assurance across retail operations
• Design, implement and embed a robust control framework aligned to regulatory requirements and best practice
• Conduct control testing and assurance activities to validate effectiveness and identify gaps
• Drive remediation of control weaknesses and monitor progress to ensure sustainable outcomes
• Partner with operational, compliance and external stakeholders (including BPO providers) to strengthen risk and control performance
• Deliver clear, data-driven reporting and insights to senior stakeholders to support decision-making and continuous improvement

About You

You're an experienced risk and controls professional with a strong background in regulated operational environments, ideally within contact centre or customer operations. You bring a balance of strategic thinking and practical execution, with the ability to influence stakeholders and embed effective control practices across the business.

• Proven experience in operational risk, controls assurance, compliance or a related discipline
• Strong capability in designing and implementing control frameworks, including risk and control matrices
• Experience conducting control assessments, testing and remediation in complex environments
• Solid understanding of contact centre operations (frontline and back-office) and associated risk profiles
• Familiarity with CRM and contact centre platforms such as Salesforce or Genesys
• Ability to engage, influence and uplift capability across internal teams and external partners

At ENGIE, every talent has a role to play in accelerating the energy transition. Make a difference and enjoy a fulfilling professional experience. Take on exciting challenges and build a career path that reflects who you are.

Join us and be part of the adventure of the century!

ENGIE is an equal opportunity employer, promoting diversity and committed to creating an inclusive environment for all. All applications are screened based on business needs, job requirements and individual qualifications, without any regard to origin, age, carer’s responsibilities, sexual orientation, gender identity, pregnancy, religion, marital status, health, disability or political opinions.  Aboriginal and Torres Strait Islander peoples, people with disability, people from diverse cultural and linguistic backgrounds and people of the LGBTIQA+ community are encouraged to apply. Our differences are our strengths.