RCMS Business Service Owner

London, England, United Kingdom

6/25/2025

Division – Controls, Capabilities and Frameworks

Department - Business Directed Change

Salary - National (Edinburgh and Leeds) ranging from £88,100 to £122,000 and London from £96,900 to £135,000 per annum (salary offered will be based on skills and experience)

About The FCA

The FCA regulates the conduct of 45,000 firms in the UK to ensure our financial markets are honest, fair and competitive. Follow this link to find out more About the FCA.

The Regulatory Case Management Service (RCMS) is a core capability underpinning our critical regulatory workflows. It supports our frontline Regulatory staff, by standardising workflows, ensuring high-quality data for improved decision-making, and driving innovation in alignment with our Strategy to become a smarter regulator. Built on the Salesforce platform and shared with the Bank of England and the Payment Systems Regulator, RCMS supports approximately 3,000 users across the FCA, with c.750,000 cases being managed per year.

We’re looking for a talented Business Service Owner to help us set-up the RCMS capability and ensure it evolves in a strategic way, that it is fit for purpose and meets business needs, while also adhering to required operational service levels.

What will you be doing?

• Lead the set-up and ongoing development of the RCMS, establishing business-led product ownership, evolving ways of working, embedding effective change governance and mechanisms for measuring service ‘health’
• Define and drive the case management strategy and roadmap, collaborating with stakeholders to align with the broader FCA strategy
• Take ownership of regulatory case management workflows, promoting continuous improvement and prioritising optimisation to deliver best value
• Design and implement user-centred innovative solutions, leveraging data and new technologies, that support an integrated regulatory model and enhance efficiency, effectiveness and compliance
• Oversee RCMS performance, ensuring service levels, platform reliability, and a positive user experience, while proactively identifying opportunities for improvement
• Lead a high-performing RCMS team and agile delivery squads, fostering an inclusive culture, managing risk and ensuring high-quality outcomes
  
  

What will you get from the role?

• Develop a deep understanding of how the FCA operates and contribute to its vital role in protecting the integrity of the UK financial system while minimising harm to consumers of financial services
• Shape the future of the RCMS, supporting the delivery of an integrated regulatory model and driving meaningful improvements in user experience
• Play a key role in advancing new digital agile ways of working that will transform how the FCA operates, leading the adoption of business-led product ownership and agile disciplines
• Engage with senior stakeholders on high-profile, strategically important programmes of work, influencing decision-making and driving impactful change
• Work in a collaborative, learning-focused environment alongside a team of talented and motivated colleagues
  
  

Which skills are required?

We are a Disability Confident Employer; therefore, disabled people or individuals with long-term conditions who best meet the minimum criteria for a role will go through to the next stage of the recruitment process. (To learn more about the Disability Confident Scheme Click Here)

Minimum

• Extensive experience of managing products and operational services, including service and product management using case management platforms such as Salesforce
• Experience of building and optimising business workflows and processes to enhance efficiency and effectiveness
• Strong people leader with experience of leading teams in agile digital delivery, setting up and managing business-led product teams; able to lead teams through ambiguity and in ‘start up’ mode
  
  

Essential

• Proven experience working across business and technical teams, leading multi-disciplinary groups within matrix-managed environments
• Skilled in relationship building and communication, with a strong track record of engaging senior stakeholders and building trust across all levels
• Strategic and pragmatic mindset, outcome-focused, with the ability to challenge existing processes constructively and pursue innovative solutions to complex business issues
• Experienced in developing product strategies and roadmaps, translating strategic goals into actionable deliverables, crafting business cases and managing budgets with a focus on value
• Demonstrated ability to deliver results and make sound decisions under pressure, supported by a background in project and programme management and process improvement
• Understanding of service, incident, and problem management, systems and data architectures and user centred design practices
• Strong analytical skills, capable of assessing operational risk and readiness, making evidence-based decisions and contributing effectively to collaborative teams
  
  

Our Values & Diversity

We are proud to be an inclusive employer and our ambition is to cultivate a culture for all employees that respects their individual strengths, views and experiences. We believe that our differences and similarities enable us to be a better organisation – one that makes better decisions, drives innovation and delivers better regulation.

Within the workplace you will have access to various employee resource groups which aim to promote and achieve a healthy work / life balance and support our diversity ambitions.

Did you know? 50% of our Executive Committee were the first in their family to attend university.

Benefits Of Working At The FCA

• 28 days holiday per year plus bank holidays
• Hybrid working (work from home up to 60% of your time)
• Private healthcare with Bupa as standard
• 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 as standard 
  
  

We also have a competitive flexible benefits scheme which gives you the opportunity to create a personalised benefits package, tailored to suit your lifestyle.

We welcome applications from candidates who are looking for flexible arrangements.  Many of our staff work flexibly including working part-time, staggered hours and job shares.  We can’t promise to give you exactly what you want but we can explore what might work best for both sides.

Follow this link to see what life is like at the FCA - Life at the FCA

Application Support

We are dedicated to removing barriers and ensuring our application process is accessible to everyone. We offer a range of adjustments to make your application experience as comfortable and straightforward as possible.

If you have an accessibility need, disability, or condition requiring changes to the recruitment process, please contact your recruiter using the details below and they will be happy to discuss this further with you.

Useful Information and Timeline

• This role is graded as: Senior Manager - Regulatory
• Advert Closing Date: 9th July (please send all applications by 8th July 11:59pm)
• CV Review: 10th – 11th July
• CV Shortlist: 14th – 15th July
• First Stage Interview: W/C 21st July
• Assessments: W/C: 28th July
• Final Interviews: W/C: 4th August
  
  

Your Recruiter will discuss the process in detail with you during screening for the role, therefore, please make them aware if you are going to be unavailable for any date during this time.

Got a question?

If you are interested in learning more about the role, please contact:

Recruiter – [email protected]

Applications must be submitted through our online portal. Applications sent via email will not be accepted.