People Hub 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! 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 Criteria

• 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. Here's a list of some of the many benefits and perks you can get for working with us:

• 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 sche