Operational Performance & Planning Business Partner

Financial Ombudsman Service; Coventry; Hybrid; GBP 68,000 - 74,000; Full time

Job description

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!

Operational Performance and Planning Business Partner

Contract: Permanent

Working Hours: 35 hours per week is full time.

Salary: From £74,000 (London) or from £68,000 (Coventry)

Reporting to: Director of Operational Planning and Performance

Office: London docklands or Coventry

Our permanent hybrid policy sees us all working at least four days across a fortnight in the office.

As an Operational Performance and Planning Business Partner, you’ll partner with one of our Operational Delivery Directorates. In this role, insight and analysis plays a key part in supporting strategic accountabilities to deliver a demanding portfolio of business planning, financial management, performance insight and risks to delivering the service expectations. Building relationships will be important – you’ll need to present information to senior management and provide constructive feedback and challenge to make sure that we have the right plans in place when considering the totality of the organisation.

You will be responsible for the day-to-day function associated with performance target setting (from a directorate down to an individual level), as well as reporting and management against performance and service standard expectations.

Taking a proactive approach, you will discover problems and develop solutions to solve issues, drive insights about performance, help create improvement plans and monitor these action plans. You'll be a source of advice and support for members of the planning teams and share your knowledge and best practice around complex process and operational issues.

Key responsibilities

• 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.
• 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.
• Detailed data reporting and analysis for day-to-day performance management of Casework Directorates.
• Having advanced analytical skills – manipulating large quantities of data and reports to create forward-looking organisational insight with a view to informing decisions.
• Being able to deliver better insights and allow us to work with the organisation to implement new tools and processes – planning to meet demand and identifying organisational needs.

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 working in a similar role where you’ve been accurately and effectively manipulating and presenting data through common tools like Excel, Access and PowerPoint.
• Strong analytical skills and logical thinking with the ability to come up with new insights and think outside of the box.
• Proven track record of working with senior stakeholders and showing the ability to constructively challenge them to make improvements.
• Working effectively as part of a team.
• Having strong communication skills, with the ability to build collaborative working relationships.

Desirable Criteria

• Having a basic understanding of complaints case-handling processes would be desirable but not essential.
• Proven experience of using data and analysis to drive performance in a complex operational/delivery environment.

Why Financial Ombudsman Service?

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.

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.
• 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.
• Discounts on your everyday shopping, from groceries and petrol to household goods and gift vouchers.
• Employee Assistance Programme.
• Extensive opportunities for personal and career development.
• Fully equipped on-site gym open 24/7 (London office only).
• Extensive Well-being resources including on-site therapists (London office only).
• Beautiful and bright London office looking over the Thames and near to mainline stations.
• Our Coventry office is 2 minutes’ walk from the main station.
• Our employee-led networks do fantastic work in educating and raising awareness across a range of experiences and support us in being an inclusive employer and a great place to work. You can get involved, too!

How do I apply?

Please apply with your most up-to-date CV, applications need to be sent by midnight on the 22nd April 2025.

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

We’re proud to be an inclusive employer

We view diversity as fundamental to our success and welcome applications from underrepresented groups across all communities.

We’re committed to being a great place to work– attracting and developing people from the widest possible range of backgrounds. We want everyone to perform at their best and feel able to be themselves. We understand that if we’re diverse and inclusive, we’ll better understand different perspectives, which is fundamental to our job resolving financial complaints.

We welcome applications from Black and other ethnic minority candidates, and female candidates, for all positions and particularly so for senior leader positions as they are under-represented within the Financial Ombudsman Service at this level.

We are proud to be a Disability Confident Leader. This means that we will put disabled candidates entering under the scheme through to the next stage of the recruitment process should they meet the minimum criteria for a role. A minimum criterion needs to be measurable from reviewing a candidate’s CV/supporting statement. Exceptions may apply if due to the volume of applications we are not able to interview all eligible candidates who qualify under the scheme. If you would like to speak to a member of our team about any reasonable adjustments you need, please email [e-mail] and let us know your preferred method of contact.

Find out more

Check out the channels below to find out more about everyday life at the Financial Ombudsman Service – and don’t forget to follow us while you’re there!

• LinkedIn: https://www.linkedin.com/company/financial-ombudsman-service
• Our careers page: https://www.financial-ombudsman.org.uk/who-we-are/join-us

Good luck with your application!