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? If youre 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.

Were 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, Trust 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.

Contract:

Permanent

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. Salary: £59,297

Location:

Belfast 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. Youll 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 Youll 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, youll need to show us that youve got the skills and capabilities. Youll 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…