Operational People Manager in Manchester

Overview

Looking for a new challenge?

If you see a vacancy that is right for you, we encourage you to apply.

We are seeking an experienced Operational People Manager to lead teams of Investigators and help deliver fair, timely and high-quality outcomes for our customers.

This is a non-technical leadership role focused on people management, performance improvement, coaching and team engagement.

Working hours: 35 hours per week (full time). Where possible, part-time / flexible working patterns are welcome; please indicate your preferred pattern in your application.

Reporting to: Ombudsman Leader

By joining our team, you\'ll enjoy hybrid working and a collaborative office environment. We offer opportunities for personal and career development.

Responsibilities

• 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 policies and procedures.
• Use casework data and management information to spot trends, understand performance dips and intervene where needed.
• Ensure 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.

Requirements

• Directly line managed a team of 15+ 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 complaints.
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