Operational People Manager - London

Package Description

Job Title: Operational People Manager 
Salary: £61,000
Location: London (hybrid working, 4 days across a fortnight in the office)
Contract Type: Full Time, 18 months Fixed Term Contract
Closing Date: 15th November 2024
Start date: 10th February 2025

Are you a passionate people leader?

If you’re ready to make a real impact, the Financial Ombudsman Service has the perfect opportunity for you! We’re on the lookout for several Operational People Managers to join our dynamic team in London on an 18-months fixed-term contract. Come be a part of something meaningful!

In this role, you’ll be at the centre of a dynamic team of skilled casework Investigators, leading, inspiring, and guiding their growth and success. You’ll have the chance to manage a group of up to 20 talented individuals, helping them unleash their potential through coaching, meaningful feedback, and performance management. Your leadership will truly make a difference!

Why This Role?

At Financial Ombudsman Service, we resolve thousands of financial disputes each year, giving consumers and small businesses a fair and impartial voice. You'll play a key part in this mission, ensuring your team delivers top-quality service with empathy and precision.

What’s in it for you?

•    Competitive pension contributions
•    Life Insurance, Private Medical Insurance, and Income Protection
•    Critical illness cover
•    Opportunities for professional development and growth
•    A supportive work environment that promotes diversity and inclusion
•    Innovative well-being programs and benefits
•    Flexible hybrid working arrangements 

Key Responsibilities

•    Lead a team of 15-20 Investigators, driving individual and team performance to exceed expectations.
•    Provide regular, constructive feedback and guidance to support continuous improvement.
•    Identify and close performance gaps through both formal and informal coaching methods.
•    Dive into data and casework analysis to spot performance trends and intervene as needed.
•    Ensure our customers are treated fairly, their complaints thoroughly investigated and that communication is always clear and timely.
•    Handle service complaints promptly and professionally, always striving for positive outcomes.
•    Foster and motivate a positive work environment that encourages skill-building and career development.
•    Utilise your coaching skills to support team members in their personal growth.
•    Collaborate with casework leaders and peers across the organisation to gather and share insights, mentor, and inspire one another.
•    Help your team build resilience and empathy, support their well-being while managing individual sensitivities.
•    Set challenging, realistic goals with your team and hold them accountable.
•    Align your team’s efforts with the Financial Ombudsman Service’s mission of delivering fair, timely, and impartial resolutions.

What You’ll Bring
•    Proven experience of leading 12+ professionals in roles of a similar scale focused on high performance, people development, strong team engagement, and leading through change.
•    Strong people manager with excellent customer service skills
•    Previous working experience in a fast-paced and changing environment
•    A champion mindset for diversity, equity, and inclusion
•    Ability to foster empathy and resilience
•    Strong analytical skills to analyse performance data and improve service delivery
•    Previous experience in coaching, providing feedback, and collaborative problem-solving

Desirable Skills
•    Knowledge of the financial services industry.
•    Experience in handling customer service complaints.
•    Familiarity with performance management systems.

Please note: This role is subject to a DBS and credit check.

Dependent on level of applications received, this vacancy may be closed sooner than the date mentioned above.

Ready to make an impact?
Apply today and take the next step in your leadership journey with the Financial Ombudsman Service!

FOS is a disability-confident employer who believes in running an inclusive and accessible recruitment process to support candidates of all backgrounds and all abilities to apply. FOS is committed to building a supportive environment for candidates to explore the next steps in their career. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

The Financial Ombudsman Service has appointed Adecco to carry out the recruitment for the advertised vacancy. In accordance with UK GDPR, The Financial Ombudsman Service is the controller of your personal data and Adecco is our processor. For information on how Financial Ombudsman Service collect, use and retain your personal data as controller, please see our Candidate privacy notice -  https://www.financial-ombudsman.org.uk/privacy-policy/candidate-privacy-notice