Financial Management

• Forecast and manage area budgets ensuring cost efficiency through proactive management of recruitment, productivity, performance, process efficiency, and shrinkage.

People Leadership

• Lead purpose-driven, high-performing team, creating a stronger connection between individual contributions, customer outcomes and People’s Partnership purpose.
• Develop and inspire team by building a high-performing culture through performance frameworks, training, and engagement. Schedule monthly 1:1’s, regular team meetings, regular coaching and feedback in line with company policies.
• Empower colleagues with future-ready specialist skills, combining technical skills and expertise with soft skills to elevate service standards.

Data & Insight

• Develop strong collaborative partnership with Assurance and Enablement and Continuous Improvement Teams for data-driven insights that define and monitor key metrics to evaluate the effectiveness of culture and capability initiatives.
• Use data and feedback to drive continuous improvement and demonstrate impact.
• Use data analytics to identify trends, improve L&D service delivery, and enable strategic decision-making.

Regulatory & Risk Management

• Maintain trust and integrity by embedding a culture of governance, risk and controls across all Transfers Processes.
• Ensure technology adoption aligns with existing and evolving regulatory requirements.
• Uphold Consumer Duty Principles and ensure compliance with regulations including Vulnerable Customers, and internal policies.
• Adhere to Company Risk Management policy and procedures, including reporting of incidents or breaches.
• Apply and promote Treating Customers Fairly (TCF) culture and principles, together with the organisation’s behaviours and values.
• Adhere to Company Diversity & Inclusion policy.

Behaviours Required

Forward Focus

• Shapes and delivers a future-ready capability strategy aligned to operational and organisational priorities. Including the cross skilling, multiskilling and resiliency strategy for Operations.
• Anticipates emerging workforce trends and proactively adapts plans to meet evolving needs.
• Leads the development of FSSC skills for future aligned to the 10 Peoples Partnership capabilities to support transformation and growth.

Passion for Progress

• Champions continuous improvement across learning, engagement and leadership development.
• Uses data and feedback to drive innovation in colleague experience and development.
• Sets ambitious goals for the Culture and Capability team and supports others to achieve them.

Enables

• Builds a high-performing, empowered team of L&D professionals who deliver with impact.
• Creates the conditions for leaders and colleagues to take ownership of their growth and engagement.
• Provides tools, frameworks and support to enable departments to deliver robust ACT plans.

Impact

• Accountable for delivering Great Place to Work OKRs across Operations.
• Measures and communicates the impact of culture and capability initiatives clearly and consistently.
• Ensures colleague engagement, wellbeing and development are embedded into operational delivery.

Shapes Culture

• Leads the development of an inclusive, engaging and values-led culture across Operations.
• Partners with central teams to embed company-wide initiatives into the operational context.
• Owns the golden source calendar for Operations, ensuring visibility and alignment of colleague-focused activity.

Functional/ Technical Skills

Skill/ Experience

Essential/ Desirable

• Inspirational people leader with a passion for driving strong organisational culture and capability.
• Experience with engagement platforms and analytics tools (e.g. WorkBuzz, Best Companies, Qualtrics).
• Excellent stakeholder management and communication skills.
• Strategic thinker with a track record of delivering transformational change.
• Adept in using data insights to drive performance, capacity and workflow management.
• Strong understanding of regulatory frameworks including Consumer Duty.
• Empathy and active listening, able to understand and respond to the needs, concerns and emotions of colleagues across all levels.
• Relationship building, builds trust and psychological safety through authentic, respectful and inclusive interactions.
• Self-awareness, understands own impact and adapts style to suit different individuals and situations.
• Conflict resolution, navigates sensitive issues with tact and fairness, promoting constructive dialogue.
• Influencing with emotional insight, uses emotional intelligence to engage and influence stakeholders effectively.

Essential

• Coaching qualification (e.g. ILM Level 5 or above, EMCC, ICF) to support leadership development and capability building.
• Accreditation in psychometric tools (e.g. Insights Discovery, MBTI, Strengths Profile) to enhance leadership and team development.
• Project or programme management certification (e.g. PRINCE2, Agile, APM) to support delivery of strategic initiatives.
• Familiarity with change management methodologies to support cultural transformation.
• Relevant professional qualifications in Banking, Finance, Pensions, Risk and/or Controls.
• CIPD Level 7 or equivalent professional qualification in Learning & Development, Organisational Development or HR.

Desirable

• Accountability Level 3
• Span of Control
  • Manages professional employees and/or team leaders or manages large and complex technical business operations.
• Accountability of Performance
  • Has accountability for the performance and results of a team within own discipline or function. Defines operating standards of own team.
• Tactical/Strategic responsibility
  • Provides input into departmental plans and policies to address resource and operational challenges. Addresses issues of business impact beyond own team.
• Budget & Resourcing accountability
  • Exercises management authority on BAU decisions such as performance & pay reviews and recruitment.
• Problem Solving
  • Decisions and problem-solving are guided by policies, procedures and business plan; receives guidance from senior manager.
• Time Frame
  • Focus is week to week, looking to ensure each area is performing to targets. Looking at performance trends as opposed to day to day changes.
• Other
  • Accountable for basic procedures carried out within their area.

Once you’ve submitted your application, a member of our Talent Team will review it and contact you if your skills and experience match the job profile.

We’re looking for people who share our values, and we want to help bring out the best in you. Interviews with us are a two-way process. You’ll have the opportunity to show us why you’re right for the role, and we want to learn more about you too.