People Hub Manager

About the role

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! Lead the operational heart of HR, ensuring the employee lifecycle runs smoothly, SLAs are met, customer experience is strong and process improvements are delivered. HR Shared Services Manager Contract: permanent Working hours: 35 hours per week Salary: circa £50,000 Location: London Docklands (Hybrid) Reporting to: HR Operations and Delivery Manager

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. The People Hub, our shared services team, is the operational heart of HR, ensuring our customers can focus on their roles while we deliver seamless HR support. As the People Hub Manager, you'll lead a high-performing team to provide an excellent, efficient, and customer-focused service. You'll manage workloads, plan for peaks in demand, and drive continuous improvement. This is a critical role, supporting HR operations across the organisation and using insight from the employment lifecycle to help improve processes and deliver great experiences at every key people moment.

What You'll Do

You'll lead the People Hub team, creating a high-performing, customer-focused service that supports colleagues throughout the employee lifecycle. You'll motivate and develop your team, manage workloads and performance, ensure high standards of quality, and drive a culture of continuous improvement. Working closely with HR colleagues, Centres of Excellence and key stakeholders, you'll use data, insight and technology to enhance processes, improve efficiency and deliver great customer experiences. You'll also support HR projects and strategic initiatives, ensuring our services remain effective, compliant and aligned to the organisation's goals.

Minimum Criteria

• Experience leading, coaching and developing teams, creating a culture of accountability, engagement and great customer service.
• Experience working in an HR operations or shared services environment, with a good understanding of HR policies, processes, case management and employee lifecycle activities.
• Strong knowledge of HR systems and experience using HR systems to manage data, improve processes and support service delivery.
• Experience managing performance against SLAs and KPIs, using data and insights to drive improvements.
• A track record of identifying and implementing process improvements that enhance efficiency and improve the customer experience.
• CIPD Level 5 qualified (or equivalent HR experience), or willing to work towards a CIPD qualification.
• Desirable: Workday knowledge

What you'll bring? Strong relationship-building skills, with the ability to work effectively with colleagues, stakeholders and external partners. Proven leaderships skills and the ability to inspire collaboration, nurture talent and motivate the team to achieve goals. Excellent verbal and written communication skills, with the confidence to influence, support and challenge when needed. A collaborative and approachable style, with a genuine focus on delivering great customer experience. Resilience and adaptability, with the ability to stay focused, prioritise effectively and perform well in a fast-paced environment.

Why You'll Love Working with Us

We are a values led organisation. Our values define our culture, influence our decisions, and underpin our vision and strategy. They set out how we play our PART through Purpose, Ambition, Respect and Trust. You can learn more about our values here:

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 people.

Benefits

• 25 days holiday entitlement, with the option to 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
• Gym membership discounts, and a fully equipped on-site gym open 24/7 in London only

Student and Diversity Statements

Authenticity of applications We value authentic personal applications. If we determine that your CV or supporting statement was generated using AI tools, your application may be withdrawn from consideration. The Financial Ombudsman is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all team We 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 Don't miss out be part of the journey and take advantage of this opportunity. Who we are With fairness at the heart of everything we do, we embrace difference and treat everyone as equals. We're a diverse organisation, but something we all share is our values. They're central to the way we work - and work together. We're an independent, not-for-profit organisation that sorts out disputes between financial businesses and their customers. We do this by making decisions that are fair - and feel fair to both sides. The Financial Ombudsman Service is an equal opportunities employer. All applicants will be treated in a fair and equal manner and in accordance with the law, regardless of gender, marital status, race, religion, colour, age, disability or sexual orientation. We're committed to being a great place to work - attracting and developing people from the widest possible range of backgrounds. We want everyone to perform at their best and feel able to be themselves. You can read more about Diversity and Inclusion . We are proud to be a Disability Confident Leader. Disabled applicants who fulfil the minimum criteria for the role will be progressed to the next stage of the process. Do let us know of any reasonable adjustments you need. You will need to demonstrate that you meet the minimum criteria in order to qualify for the Disability Confident scheme.