People Hub Manager

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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 50000

Location: London Docklands (Hybrid)

Reporting to: HR Operations and Delivery Manager

By joining our team youll 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 youll lead a high-performing team to provide an excellent efficient and customer-focused service. Youll 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 Youll Do:

Youll lead the People Hub team creating a high-performing customer-focused service that supports colleagues throughout the employee lifecycle. Youll 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 youll use data insight and technology to enhance processes improve efficiency and deliver great customer experiences. Youll also support HR projects and strategic initiatives ensuring our services remain effective compliant and aligned to the organisations goals.

To be considered for this role youll need to show us that youve got the skills and capabilities. Youll have to meet the following minimum criteria:

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 youll 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 Youll 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: Health plan gym memberships mental health support

We also offer an attractive competitive salary and flexible benefits to suit our people. Heres 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 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

Lets Make This Easy.

Apply with a copy of your CV and a short supporting statement addressing how you meet the minimum criteria. Applications need to be submitted by 11:59pm on Sunday 9th August 2026.

Longlisted candidates will be invited to complete an online assessment. Those successful will then be invited to a telephone interview with a member of the Talent Acquisition team.

Due to high application numbers this advert may end earlier than the date specified so please dont delay and apply now!

A full job profile is available on request and will be provided to candidates shortlisted to the first stage of the assessment process.

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

miss out be part of the journey and take advantage of this opportunity.