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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.
To be considered for this role, you’ll need to show us that you’ve got the skills and capabilities. You’ll 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 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: https://www.financial-ombudsman.org.uk/who-we-are/aims-values
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 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
Let’s 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 don't 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
https://www.financial-ombudsman.org.uk/who-we-are/aims-values/diversity-inclusion
Don’t miss out be part of the journey and take advantage of this opportunity.
We’ve been sorting out complaints between financial businesses and their customers since we were set up by Parliament in 2001. Our service is free for consumers, and every year well over 1 million people contact us with queries and complaints about all kinds of financial products and services, for example:
o bank accounts, payments and cards
o payment protection insurance (PPI)
o home, car, travel and other types of insurance
o loans and other credit, like car finance
o debt collection and repayment problems
o mortgages
o financial advice, investments and pensions
If a financial business and a consumer can’t resolve a complaint themselves, we’ll investigate and give an unbiased answer about what has happened. If we decide someone has been treated unfairly, we’ll use our legal powers to put things right.
When we decide a financial business has behaved unfairly, we tell them what they should do to put things right. And when we don’t uphold a complaint, we help give people a better understanding of why a business has acted in the way they have. Our work is often challenging, but it makes a real difference to people’s lives.
Working for us means you’ll get the satisfaction of helping others, and helping to make the financial sector fairer. Our staff tell us that they’re proud of the work they do, helping to put things right. What we do here makes a positive difference every day. Find out more about what we do, what it's like to work here and the roles we offer on our career pages, or by visiting our website.
