Head of Performance

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

**Head of Performance & Corporate Reporting**

Do you have the experience to lead on performance target setting, management, and improvement activity for all Operational teams delivering customer service across our Customer Connect and Casework teams?

**Employment Type**:Full-time

**_Reporting to: _**_Director of Operational Performance & Planning _

**_Salary: _**London salary from £95,325. Manchester & Coventry salary from £91,225 (dependent on experience)

**_Location: _**_London docklands, or Coventry or Manchester. Our permanent hybrid policy sees us all working at least four days across a fortnight in the office _

**About the role**

The Financial Ombudsman Service has been resolving customer complaints since 2001. Our service is free for consumers to use and over 1 million people contact us every year. The last few years have seen the Financial Ombudsman Service embark on an organisation-wide transformation journey.

With the customer at the heart of everything we do, we have already delivered significant improvements in the service we offer and 2025 will see us continue with our ambitious transformation agenda.

As the Head of Performance and Corporate Reporting, you will lead on Performance target setting, management, and improvement activity for all Operational teams delivering customer service across our Customer Connect and Casework teams. Further, you will work closely with the rest of the Operational Performance and Planning SLT to ensure that there is a clear link between resource plans, volumetric goals, and customer service standard targets.

You will lead a team of operational performance and planning business partners to drive delivery of these key accountabilities, including the reporting and management against performance and service standard expectations, identifying areas of strength and weakness and ensuring performance best practice is shared across the organisation.

Ensuring that there is a consistent and standardised approach to reporting across all operational performance measures and work closely with the Business Analysis and Insight team to drive automation and self-serve reporting tools. You will also work with COO leadership and ExCo to drive a strong central narrative on our performance delivered via this corporate reporting approach.

**Key responsibilities**
- Forming and maintaining effective working relationships with your senior stakeholders - you'll need to know when to challenge their ways of thinking to reach the best outcome.
- Performance management and oversight of all Operational Directorates
- Driving strong decision making to drive performance improvements to deliver or exceed organizational performance objectives.
- Clear action plans to increase operational efficiency and uplift individual performance.
- Leading a team of business partners providing the link between the operational performance team and senior management within operational teams, giving consistent feedback on service issues and making recommendations to ensure targets are achieved through negotiation and prioritisation.
- Identify the key priorities for analytical input and working closely with the analytics and insight team to provide performance and strategic business insight to drive better customer service.
- Driving the organisational approach to corporate performance reporting and a strong central narrative across internal/external stakeholders on FOS performance.
- 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**
- Working in a similar leadership role where you've been driving insight and influencing senior leaders.
- Significant experience of using data to draw out the most relevant metrics and analysis to explain the performance of the organisation and to help identify what future interventions would improve performance.
- Experience of preparing corporate operational reports and dashboards for Executive and Boards
- Experience of target setting for groups with different portfolios and managing operational performance management schemes; this includes annual scheme design and in-year change control to ensure targets remain relevant in the face of change.
- Financial acumen - required to fully understand and communicate the financial implications of operational performance.
- Experience in managing and creating a high-performing team by leading, coaching, and developing individuals.

**Desirable Criteria**
- Having a basic understanding of complaints case-handling processes would be desirable.
- Proven experience of managing external performance reporting for key regulatory stakeholders.

**_Why Financial Ombudsman Service? _**

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