Operational People Manager

Location: City of Edinburgh

## Operational People Manager Apply:
Edinburgh - George Street:
Posted Today:
End Date:
September 20, 2026 (10 days left to apply):
JR-03078

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 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.
**
* 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:

Edinburgh
****** 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.
*…