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Director of Operational Planning and Performance

Sprague Gibbons
Closing date
19 Oct 2022

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Financial Services, Public Sector
Finance, Operations
Contract Type
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Job Details

Every year the Financial Ombudsman Service (the Ombudsman) resolves hundreds of thousands of disputes between consumers or small businesses and their financial service providers.  Over recent years, we have undertaken significant change.  With the conclusion of PPI and the economies of scale that brought, together with a changing financial landscape - we are making a step change to enhance our service by setting the standard for modern, efficient, accessible and alternative dispute resolution. Looking forward, we will continue to have a significant change agenda following the publishing of our independent review to meet our statutory remit and our strategic goals.

The Ombudsman is looking to appoint a Director of Operational Planning and Performance who will be joining us at a pivotal point in our transformation journey. Reporting directly into the COO, you will work closely with the Executive team and colleagues across the organisation to deliver process improvements and drive simplification, efficiency and productivity.

This is an opportunity to play a significant strategic and operational role at a time of fundamental change, where the demands and expectations of us are high.  As demands upon us have grown ever more complex, we now need a far stronger centralised operational planning and insight function.  We need to deploy our staff effectively to handle customer enquiries through peaks and troughs of demand, with colleagues with the right capabilities being in the right place at the right time, enabling us to meet our exacting quality standards and ensuring we deal with cases in a timely manner and improving the customer experience.    

Candidates will have significant track record of operating as part of a senior leadership team and of transforming operations.  You will be a strategic thinker, experienced in leading multi-faceted teams and bringing them on a journey of transformation through uncertainty and change.  You will inspire and lead by example to drive excellence across the Ombudsman; producing the operational narrative, internally and externally and be able to work at pace within ambiguity.

Saxton Bampfylde Ltd is acting as an employment agency advisor to the Financial Ombudsman Service on this appointment. For further information about the role, including details about how to apply, please visit using reference QFOSG. Alternatively telephone +44 (0)20 7227 0880 (during office hours). Applications should be received by noon on Wednesday 19th October 2022.


Sprague Gibbons advertising was established in 1994 and has built an enviable reputation amongst consultancies for offering informed and intelligent media advice.

We take a totally transparent approach to media negotiation and share our commission fairly with our clients. Whether we're delivering a watertight transactional service over a number of online listings all the way to a complex programmatic campaign with multiple KPIs, we offer industry expertise, unparalleled customer service, substantial savings wherever possible and an 'always ready' attitude. Professionalism with integrity, and all delivered with a smile.      

Find Us
0117 933 0956
Sprague Gibbons Ltd
28 Queen Square
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