Project Manager - Customer

Location: London - Hybrid working with a 40% office requirement

This is a permanent, full-time vacancy that will close in 12 days at 23:59 BST.

The Vacancy

We have a permanent opportunity for a Project Manager to join our Customer Operations Team, reporting into the Portfolio Delivery Lead.

Reporting to the Portfolio Delivery Lead - Customer, the Project Manager is responsible for leading, managing, and delivering sustainable, tactical, strategic, and transformation change across our Customer Operations business area, working in collaboration with our internal Data and Information Technology team and outsourced partners to deliver the strategic plan and continuous improvement initiatives. The role is accountable to the CMO for delivery in accordance with the defined governance, standards, and controls.

Key Priorities

1. Be accountable to the CMO for delivery in accordance with governance, standards, and controls.
2. Ensure customer projects and programmes are adhered to and well-defined.
3. Lead in scoping, prioritising, initiating, and delivering a suite of roadmap-linked projects.
4. Collaborate with Roadmap Owners, BCMs, and Agile teams.
5. Manage stakeholder relationships across senior levels, including SLC and C-Suite, to shape and deliver projects and programmes.
6. Lead SteerCo meetings to ensure executive visibility.
7. Oversee contractors providing capacity for roadmap projects as part of overall portfolio delivery.
8. Measure, analyse, and report on metrics such as time, cost, budget, ownership, and benefits realization.
9. Produce weekly, monthly, and quarterly reports.
10. Manage multiple projects and priorities simultaneously.
11. Capture and circulate data on lessons learned, improvements, and governance checks.
12. Build strong stakeholder partnerships and communicate clearly to navigate ambiguity and produce key actions and results.
13. Proficiently analyse data related to project performance and lessons learned.
14. Translate scheme strategies and priorities into actionable activities.

Key Knowledge, Skills, and Experience

1. Experience in delivering projects from inception to closure using recognized project delivery methodologies.
2. Strong financial acumen, preferably with knowledge of the insurance industry and insolvency/restructuring principles.
3. Experience in risk management, risk mitigation, and stakeholder communication.
4. Knowledge of governance, standards, and controls within project management.
5. Experience with planning and scheduling tools like MSP, including milestone planning, dependencies, CPA, baselining, and change control.
6. Strong IT skills, including the full Microsoft suite.
7. Advanced knowledge of Change & Project Management principles.

Working at the FSCS

At FSCS, we are purpose-driven and committed to delivering exceptional service and results for our customers.

We offer flexible working arrangements and support diversity, inclusion, and wellbeing. Key benefits include:

• Employer pension contributions from 9% to 15%, depending on contributions and length of service.
• Life assurance, income, and critical illness protection.
• Private medical and dental insurance.
• EAP and Virtual GP services.
• 26 days annual leave plus bank holidays, with options to buy or sell additional days.
• Enhanced maternity, paternity, and adoption leave-6 months full pay.
• Additional discounts and rewards options.

About Us

For over 21 years, FSCS has been helping customers of failed financial firms recover. Since 2001, we've assisted 6.5 million customers and paid back £26 billion in compensation. We are committed to being better, faster, and more empathetic, especially during challenging times.

Our history includes supporting during the 2008 banking crisis and the pandemic. We are respected and influential in the regulatory ecosystem, playing a larger role in preventing consumer harm and costs.