At a Glance
- Tasks: Lead and inspire a team of Investigators to deliver exceptional customer outcomes.
- Company: Join the Financial Ombudsman Service, a vital player in UK financial services.
- Benefits: Enjoy hybrid working, competitive salary, and extensive personal development opportunities.
- Other info: Flexible working patterns available; thrive in a supportive and dynamic environment.
- Why this job: Make a real impact by supporting your team and enhancing customer experiences.
- Qualifications: Experience managing teams, driving performance, and promoting inclusivity.
The predicted salary is between 59297 - 59297 £ per year.
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Are you a natural leader with a passion for people?
If you're an experienced people manager who can motivate teams, drive performance and support colleagues through change, this could be a great opportunity to make a real impact.
We're looking for Operational People Managers to lead teams of casework Investigators and help them deliver fair, timely and high-quality outcomes for our customers.
Join a team where Purpose drives everything we do, Ambition fuels our growth, Trus t builds our foundation, and Respect shapes our culture.
We're not just hiring - we're inviting you to build the future with us.
If you're curious, driven, and ready to leave your mark, this is your invitation to make your next move.
Working hours: 35 hours per week is full time.
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: Ombudsman Leader
By joining our team, you'll enjoy the best of both worlds - hybrid working and the collaboration of a great office environment.
Our permanent hybrid policy sees us all working at least four days across a fortnight in the office.
As well as extensive opportunities for personal and career development.
About Us
The Financial Ombudsman Service is an independent, not-for-profit organisation that plays a vital role in UK financial services.
Every day we help resolve disputes between consumers, or small businesses, and their financial service providers.
This is a non-technical leadership role focused on people management, performance improvement, coaching and team engagement.
You'll manage a team of Investigators, creating the right environment for people to perform at their best, build resilience and continuously improve the service we provide.
What You'll Do
- Lead and manage a team of 15+ Investigators, supporting both individual and team performance against agreed expectations.
- Review performance regularly, using clear feedback, coaching and support to help people perform at their best.
- Identify performance gaps and take timely action through formal and informal improvement approaches, in line with our policies and procedures.
- Use casework data and management information to spot trends, understand performance dips and intervene where needed.
- Make sure casework investigations are thorough, fair, impartial and clearly communicated to customers in a timely way.
- Manage service complaints promptly and professionally, helping to resolve issues and improve customer experience.
- Create a positive, motivating environment where Investigators can develop new skills, share knowledge and contribute to continuous improvement.
- Use coaching techniques to support team members' development, confidence and wellbeing.
- Work with Senior Investigators and colleagues across the Directorate to share technical guidance, solutions, coaching and mentoring.
- Identify training needs and work with HR and relevant colleagues to support appropriate learning interventions.
- Help Investigators build empathy and resilience so they can look after their wellbeing and handle complaints effectively.
- Set realistic, stretching goals with team members, track progress and support accountability for delivery.
- Align team objectives with our mission to deliver fair, timely and impartial resolutions.
- Work closely with casework leaders to support clear communication between the organisation and your team.
- Promote open communication, collaboration and flexibility, including supporting the movement of Investigators across product groups when needed.
- Recognise and appreciate team members' contributions, building morale and engagement in line with our values.
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
- Directly line managed a team of 15 plus professionals in a similar-scale role, including setting objectives, reviewing performance and supporting delivery against agreed targets.
- Used performance data, management information or reporting to identify trends, address underperformance and demonstrate improvements in service or team outcomes.
- Held regular performance or development conversations, giving constructive feedback and agreeing clear actions to support individual improvement.
- Led or supported change while maintaining team engagement and helping colleagues adapt in a fast-paced or changing environment.
- Promoted diversity, equity and inclusion through inclusive leadership, fair decision-making and positive working relationships with colleagues and customers.
- Delivered or overseen high-quality customer service, including clear written or verbal communication and timely resolution of customer issue
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Operational People Manager employer: financialombudsman
The Financial Ombudsman Service is an exceptional employer, offering a dynamic and supportive work environment in the heart of London Docklands. With a strong commitment to employee wellbeing, professional growth, and a collaborative culture, we empower our team members to thrive both personally and professionally. Our hybrid working model allows for flexibility while ensuring that you remain engaged with a diverse and inclusive team dedicated to making a meaningful impact in the financial services sector.
StudySmarter Expert Advice🤫
We think this is how you could land Operational People Manager
✨Join HR Networks
Get involved in HR-specific communities, like the Chartered Institute of Personnel and Development (CIPD) and local HR meetups. This is a fantastic way to connect with industry professionals and learn about job openings before they even hit job boards!
✨Make Your Presence Known
Attend HR conferences and workshops in your area to network with potential employers. Don't be shy—introduce yourself, exchange business cards, and let them know you're keen on a full-time role in HR. Who knows, you might just land a friendly face at financialombudsman!
✨Leverage Your University Connections
If you’re a recent grad or still in uni, tap into your career services and alumni network. Many universities have connections with companies looking for HR talent, so get those leads and apply through our website for a smoother application process.
✨Showcase Your HR Passion
Create content around HR topics you’re passionate about, like employee engagement or diversity initiatives. Share articles or insights on LinkedIn to demonstrate your knowledge and get noticed by recruiters. It’s a subtle yet effective way to show you’re the right fit for a full-time role at financialombudsman.
We think you need these skills to ace Operational People Manager
Some tips for your application 🫡
Show Off Your HR Skills:When you’re crafting your CV, make sure you highlight specific HR skills that are relevant to the role at financialombudsman. Include any experience with recruitment processes, employee relations, or performance management, and don’t forget to mention your familiarity with HR software or tools that could give you an edge.
Tailor Your Cover Letter:Your cover letter is your chance to shine, so tailor it to financialombudsman and the specific HR role. Highlight your passion for people management and how your unique approach can help foster a positive workplace culture. Be sure to sprinkle in examples from your past experiences that illustrate your problem-solving abilities and interpersonal skills.
Include Relevant Certifications:If you’ve got any HR certifications or relevant training under your belt, be sure to showcase them! These qualifications can really set you apart from other candidates when applying for this full-time HR position at financialombudsman. List them prominently on your CV to catch the hiring manager's eye.
Align with Company Culture:Make sure your application speaks to financialombudsman's values and culture. Research the company and align your experiences or values with what they stand for. This will show them that you're not only a fit for the role but also for the overall vibe of the team and organisation.
How to prepare for a job interview at financialombudsman
✨Brush Up on HR Best Practices
As you're diving into human resources, it’s crucial to be well-versed in the latest HR practices and legislation. Get familiar with key topics like employee engagement, talent acquisition, and diversity initiatives, as these could easily pop up in your interview with financialombudsman.
✨Know Your Recruitment Tools
Most HR roles involve using various recruitment tools and ATS (Applicant Tracking Systems). Make sure you can comfortably discuss platforms like Workday or Greenhouse. If you've had direct experience, share those examples; if not, show your eagerness to learn!
✨Highlight Your People Skills
A full-time HR role at financialombudsman will require strong interpersonal skills. Prepare to share stories that demonstrate how you’ve successfully navigated conflicts or supported team members in past experiences. Authenticity goes a long way in this field.
✨Stay Current with HR Trends
Being up to speed with current HR trends, like remote working protocols or mental health initiatives, can set you apart. Be ready to discuss how these trends could impact financialombudsman and how you would contribute to adapting HR strategies.
