The Pensions Ombudsman is an independent organisation set up by statute to investigate complaints about personal and occupational pension schemes. This is an exciting time for us as demand for our service is growing rapidly and in the last four years we have almost trebled in size. To meet this challenge, our offering has evolved, introducing more informal processes for resolving complaints. However, demand for our service remains high and we expect this to remain so and we are therefore investing in the development of a new operating model and digitalisation of the complaints process. This has the full backing of our sponsor body, the DWP, which is an indication of the trust and high regard in which The Pensions Ombudsman is held.
The Chief Operating Officer is a newly created role - at the heart of our transformation into a larger and modernised organisation, taking on considerable responsibility and working directly to the Chief Executive.
As a key member of our new Board, the Chief Operating Officer will take forward the management of the casework function and have the tools necessary to implement our planned changes, having responsibility for the wider corporate services function. Whilst we remain a relatively small organisation, this is a role with considerable influence with responsibility for the majority of our deliverables throughout 2020. Consequently, we need an outstanding individual who can demonstrate experience of leading change whilst inspiring a diverse, professional team.
We are seeking an outstanding individual with a successful track record of senior leadership, overseeing operational and support functions, in a complex and changing environment. You will bring a proven track record of driving continuous improvement across highly specialised functions within organisations of comparable scale and complexity ideally focused on delivering first class customer service. Alongside this, you will bring the gravitas to sustain constructive relationships with very senior internal and external stakeholders.
This is an exciting opportunity for an outstanding Chief Operating Officer to have a genuine impact on a prestigious organisation at a key time in its life. You will sit on its newly-created board and play a key role in the development of the Pensions Ombudsman’s future strategy and vision.
For further information on this role, please see “Supporting Documentation” below:
CLOSE DATE: 09:00 MONDAY 3 FEBRUARY 2020