Operational People Manager

Looking for a new challenge

Take a look at our current vacancies. If you see a vacancy that is right for you we encourage you to apply!

Are you a natural leader with a passion for people

Ifyourean experienced peoplemanagerwho can motivate teams driveperformanceand support colleagues through change this could bea great opportunityto make a real for Operational People Managers to lead teams of casework Investigators and help them deliver fairtimelyand high-quality outcomes for our customers.

Join a team wherePurposedrives everything we doAmbitionfuels our growthTrustbuilds our foundation andRespectshapes our culture.

Werenot just hiring wereinviting you tobuild the futurewith us.

Ifyourecurious driven and ready to leave your mark this is your invitation to make your next move.

Contract: Permanent

Working hours: 35 hours per week is full time.Where possible we are open to consideringpart-time/flexible working patterns. Please let us know in your application your desired working pattern.

Salary:59297

Location: Manchester

Reporting to:Ombudsman Leader

By joining our teamyoullenjoy the best of both worlds hybrid working and the collaboration of a great officeenvironment.Ourpermanent 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 improvementcoachingand team a team of Investigators creating the right environment for people to perform at their best build resilience and continuously improve the service we provide.

WhatYoullDo:

• Lead and manage a team of 15Investigators supporting both individual and team performance against agreed expectations.

• Review performance regularly using clear feedbackcoachingand support to help people perform at their best.

• Identifyperformance gaps and taketimelyaction through formal and informal improvement approaches in line with our policies and procedures.

• Use casework data and management information to spot trends understand performancedipsand intervene where needed.

• Make sure casework investigations are thorough fairimpartialand clearly communicated to customers ina timelyway.

• Manage service complaints promptly and professionally helping to resolve issues and improvecustomerexperience.

• 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 developmentconfidenceand wellbeing.

• Work with Senior Investigators and colleagues across the Directorate to share technical guidance solutionscoachingand mentoring.

• Identifytraining needs and work with HR and relevant colleagues to supportappropriate learninginterventions.

• Help Investigators build empathy and resilience so they can look after their wellbeing and handle complaints effectively.

• Set realistic stretching goals with team memberstrackprogressandsupportaccountability for delivery.

• Align teamobjectiveswith our mission to deliver fairtimelyand impartial resolutions.

• Work closely with casework leaders to support clear communication between theorganisationand your team.

• Promote open communicationcollaborationand flexibility including supporting the movement of Investigators across product groups when needed.

• Recogniseand appreciate team members contributions buildingmoraleand engagement in line with our values.

To be considered for this roleyoullneed to show us thatyouvegot the skills and to meet the followingminimumcriteria:

MinimumCriteria:

• Directly line managed a team of15 plusprofessionals in a similar-scale role including settingobjectives reviewingperformanceand supporting delivery against agreed targets.

• Used performance data management information or reporting toidentifytrends address underperformance anddemonstrateimprovements in service or team outcomes.

• Held regular performance or development conversations giving constructive feedback andagreeingclear actions to support individual improvement.

• Led or supported change whilemaintainingteam engagement and helping colleagues adapt in a fast-paced or changing environment.

• Promoted diversityequityand inclusion through inclusive leadership fair decision-makingand positive working relationships with colleagues and customers.

• Delivered or overseen high-quality customer service including clear written or verbal communication andtimelyresolution of customer issues or complaints.

• Confidently used Microsoft Office toolsdataand reports tomonitoractivity trackprogressand support effective decision-making.

We would also like you to have the following skills:

• Knowledge of the financial services industry.

• Experience in handling customer service complaints.

• Familiarity with performance management systems.

Why Youll Love WorkingWithUs:

We are avaluesled organisation. Our values define our culture influence our decisions and underpin our vision and set out how we play our PART through Purpose Ambition Respect and Trust. You can learn more about our values here: Work your way hybrid or in-office

• Wellbeing: Health plan gym memberships mental health support

• Growth: We invest in your future with courses mentorship promotions

• Culture: Diverse. Inclusive. Collaborative. Fun.

We also offer an attractive competitive salary and flexible benefits to suit our list of some of the many benefits and perks you can get for working with us:

• 25 days holiday entitlement with theoptionto 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

LetsMake This Easy.

To apply pleaseuploada current CV. Thereisanoptionto add a supportingstatementif you wish to give further details of how you meet all the minimum criteria points for the role.

Applications need to besubmittedby 23:59 Sunday 20th September

Shortlistedapplicantswill be invited to completeanonlineassessment.

Due to high application numbersthis advert maycloseearlier than the date specified so pleasedontdelay 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.

Pleasenote:to apply for this roleinternallyyou musthavesuccessfullypassedprobation have no live warnings or development plans in place and be able towork fromthe Manchesterofficein line with our hybrid policy.

We are proud to be a Disability Confident Leader and under the scheme will progress a fair and proportionate number of disabled applicants who meet the minimum criteria to interview. Interviews may be conducted via video telephone or a panel Interview with some vacancies requiring an online assessment to measure the minimum criteria

The Financial Ombudsman is an Equal Opportunity Employer.

We celebrate diversity and are committed to creating an inclusive environment for all teamWe view diversity as fundamental to our success and welcome applications from underrepresented groups across all communities. Please click on the link below to find out more

of applications

We value authentic personal applications. If wedeterminethat your CV or supporting statement was generated using AI tools your application may be withdrawn from consideration.