Head of Performance & Corporate Reporting (London)

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Head of Performance & Corporate Reporting

Do you have the experience to lead on performance target setting, management, and improvement activity for all Operational teams delivering customer service across our Customer Connect and Casework teams?

Employment Type: Full-time

Working hours : 35 hours per week. Where possible, we are open to considering part time/flexible working patterns. Please let us know in your application your desired working pattern

Reporting to: Director of Operational Performance & Planning

Salary: London salary from £95,325. Manchester & Coventry salary from £91,225 (dependent on experience)

Location: London docklands, or Coventry or Manchester. Our permanent hybrid policy sees us all working at least four days across a fortnight in the office

About the role

The Financial Ombudsman Service has been resolving customer complaints since 2001. Our service is free for consumers to use and over 1 million people contact us every year. The last few years have seen the Financial Ombudsman Service embark on an organisation-wide transformation journey.

With the customer at the heart of everything we do, we have already delivered significant improvements in the service we offer and 2025 will see us continue with our ambitious transformation agenda.

As the Head of Performance and Corporate Reporting, you will lead on Performance target setting, management, and improvement activity for all Operational teams delivering customer service across our Customer Connect and Casework teams. Further, you will work closely with the rest of the Operational Performance and Planning SLT to ensure that there is a clear link between resource plans, volumetric goals, and customer service standard targets.

You will lead a team of operational performance and planning business partners to drive delivery of these key accountabilities, including the reporting and management against performance and service standard expectations, identifying areas of strength and weakness and ensuring performance best practice is shared across the organisation.

Ensuring that there is a consistent and standardised approach to reporting across all operational performance measures and work closely with the Business Analysis and Insight team to drive automation and self-serve reporting tools. You will also work with COO leadership and ExCo to drive a strong central narrative on our performance delivered via this corporate reporting approach.

Key responsibilities

• Forming and maintaining effective working relationships with your senior stakeholders – you’ll need to know when to challenge their ways of thinking to reach the best outcome.

• Performance management and oversight of all Operational Directorates

• Driving strong decision making to drive performance improvements to deliver or exceed organizational performance objectives.

• Clear action plans to increase operational efficiency and uplift individual performance.

• Leading a team of business partners providing the link between the operational performance team and senior management within operational teams, giving consistent feedback on service issues and making recommendations to ensure targets are achieved through negotiation and prioritisation.

• Identify the key priorities for analytical input and working closely with the analytics and insight team to provide performance and strategic business insight to drive better customer service.

• Driving the organisational approach to corporate performance reporting and a strong central narrative across internal/external stakeholders on FOS performance.

To be considered for this role, you’ll need to show us that you’ve got the skills and capabilities. You’ll have to meet the following minimum criteria:

Minimum Criteria

• Working in a similar leadership role where you’ve been driving insight and influencing senior leaders.

• Significant experience of using data to draw out the most relevant metrics and analysis to explain the performance of the organisation and to help identify what future interventions would improve performance.

• Experience of preparing corporate operational reports and dashboards for Executive and Boards

• Experience of target setting for groups with different portfolios and managing operational performance management schemes; this includes annual scheme design and in-year change control to ensure targets remain relevant in the face of change.

• Financial acumen – required to fully understand and communicate the financial implications of operational performance.

• Experience in managing and creating a high-performing team by leading, coaching, and developing individuals.

Desirable Criteria

• Having a basic understanding of complaints case-handling processes would be desirable.

• Proven experience of managing external performance reporting for key regulatory stakeholders.

Why Financial Ombudsman Service?

We are a value led organisation. Our values define our culture, influence our decisions, and underpin our vision and strategy. They set out how we play our PART through Purpose, Ambition, Respect and Trust. You can learn more about our values here:

We also offer an attractive, competitive salary and flexible benefits to suit our people. Here’s a list of some of the many benefits and perks you can get for working with us:

• 25 days holiday entitlement, with the option to buy extra or sell days.

• Generous pension

• Various Family Friendly Policies, including enhanced maternity pay, carers and dependants leave.

• Employer provided benefits such as Private medical insurance, virtual GP, Critical illness cover, Life assurance cover, to name a few.

• Choice of voluntary benefits including Technology scheme, Cycle to work scheme, Will-writing service amongst others.

• Employee Assistance Programme

• Extensive opportunities for personal and career development

• Nationwide gym membership discounts, and a fully equipped on-site gym open 24/7 in London.

• Extensive Well-being resources including on-site therapists (London office only)

• Beautiful and bright London office looking over the Thames and near to mainline stations.

• Our Coventry office is 2 minutes walk from the main station and Manchester is 7 minutes from Oxford Road station

• Our employee led networks (a couple of examples being our Women's Network, Carers network, and Neurodiverse Network) do fantastic work in educating and raising awareness across a range of experiences and support us in being an inclusive employer and a great place to work. You can get involved, too!

How do I apply?

• Please upload your CV, which should highlight relevant skills and experience and explain any gaps in your working life.

• Use the supporting statement box to demonstrate how you meet the minimum criteria.

This advert will close at Midnight on Wednesday, 9thJuly 2025

Due to high application numbers this advert may end earlier than the date specified, so please don't delay and apply now

A full job profile is available on request and will be provided to candidates shortlisted to the first stage of the assessment process.

We’re proud to be an inclusive employer

We view diversity as fundamental to our success and welcome applications from underrepresented groups across all communities.

We’re committed to being a great place to work– attracting and developing people from the widest possible range of backgrounds. We want everyone to perform at their best and feel able to be themselves. We understand that if we’re diverse and inclusive, we’ll better understand different perspectives, which is fundamental to our job resolving financial complaints.

We welcome applications from Black and other ethnic minority candidates, and female candidates, for all positions and particularly so for senior leader positions as they are under-represented within the Financial Ombudsman Service at this level.

We are proud to be a Disability Confident Leader. This means that we will put disabled candidates entering under the scheme through to the next stage of the recruitment process should they meet the minimum criteria for a role. A minimum criterion needs to be measurable from reviewing a candidate’s CV/supporting statement. Exceptions may apply if due to the volume of applications we are not able to interview all eligible candidates who qualify under the scheme. If you would like to speak to a member of our team about any reasonable adjustments you need, please email hrsupport@financial-ombudsman.org.uk and let us know your preferred method of contact.

Find out more!

Check out below channels to find out more about everyday life at the Financial Ombudsman Service – and don’t forget to follow us while you’re there

• LinkedIn: Financial Ombudsman Service

• Our careers page:

Good luck with your application!

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