Chief Operating Officer

Posted by: GatenbySanderson

Employed by: Financial Ombudsman Service

Salary amount: c.£180,000 + flexible benefits package

Contract type: Full-time, where possible we are open to considering flexible working patterns. Please let us know in your application your desired working pattern.

Location of position: London or Coventry

Application deadline: Tuesday 5th November 2024 - 12:00 Midday

Job description 

The Financial Ombudsman Service is committed to making a real difference to people’s everyday lives and increasing confidence in the financial services industry. We make independent decisions on a range of complex and difficult issues and every year we resolve thousands of disputes between consumers or small businesses and their financial service providers. This is an exciting opportunity to join an organisation working at the forefront of consumer protection in a rapidly evolving financial services and regulatory ecosystem.

The COO reports directly to the Chief Executive and Chief Ombudsman and is a key role in our Executive team. This is a fast-paced, diverse role. As COO, you will lead on the further development and implementation of our strategy to ensure that every customer, whether a consumer or a business, feels that they have received a better outcome, and/or are better informed, following their interactions with the Financial Ombudsman Service. You will collaborate cross-functionally to ensure that we are delivering a customer experience that is fit for the modern age, while supporting the team with processes and tools to deliver operational excellence.  You will be directly responsible for leading our operational casework support functions which include Information Technology, Process and Change, Transformation and Continuous Improvement and Casework Operational Performance.

Strong financial acumen, effective communication skills and the ability to deliver actionable strategies and drive results through effective collaboration are all key success factors for this role, as is a commitment to the work and the values of the Financial Ombudsman Service. We are looking for a visible leader who can build and inspire high-performing teams, deliver strong operational performance and foster a diverse, inclusive culture in which our people can bring their genuine selves to work and are able to embrace the notion of continuous change.

We welcome interest from candidates with senior leadership experience gained in a customer centric environment, with expertise in one or more of the following areas: transformational change, digital, data and technology, large and complex operations, operational performance, customer experience and/or service delivery.

We operate a hybrid working policy, whereby our employees are expected to work from our office (at least) 4 days across the fortnight. Candidates that wish to be based from our Coventry location should expect to regularly travel to London, in order to collaborate with the Executive Team and colleagues.

How to apply

To find out more detail, read the full candidate pack and how to apply, please

For a confidential conversation about this Chief Operating Officer appointment, please contact:

Khadeeja Khalid:   khadeeja.khalid@gatenbysanderson.com  or 0113 205 6094
Emma Berwick: emma.berwick@gatenbysanderson.com

Closing date for applications: Tuesday 5th November 2024 - 12:00 Midday