director policy, knowledge and stakeholder relations

Transcription

1 director policy, knowledge and stakeholder relations

2 who we are We re an independent, not-for-profit organisation set up to sort out disputes between consumers and financial services businesses fairly, reasonably and impartially. We were set up in 2000 as a statutory alternative to the courts. We ve grown significantly since then and our remit now covers nearly all UK financial services and products from spread betting to pet insurance. We employ over 3,600 people and more than 2 million customers contact us each year. like to know more? We publish our plans at the start of each financial year. These set out the challenges we predict, the priorities we agree and the key measures we set ourselves for the year. Our annual review looks back at the past year, with facts, figures and information about our work and the trends in complaints. To find out more about the types of complaints we deal with, see our regular newsletter, ombudsman news, which includes case studies and case highlights. our values What matters to us most at the ombudsman is fairness. Where things aren t fair, we can use our power to put them right. Fairness isn t just about making sure our answers and decisions are technically right. It s also about wanting to make what we do feel right. And we do this by listening thinking and explaining. Fairness is at the heart of our long-held values: we do the right thing we treat our customers well and respect their needs we do what we say we ll do we re inquisitive and build everyone s knowledge diversity and fairness at the heart of everything we do In line with our values, we reach out to the widest range of people in how we recruit and in the services we offer. Our service is for everyone. We aim to be accessible and to adapt to all the needs of our people, customers and job applicants. So please let us know if you d like information in a different format or language, or if you d like us to adapt the way we communicate with you. page 2

3 director policy, knowledge and stakeholder relations (permanent) reporting to chief executive and chief ombudsman location South Quay, London docklands salary from 130,000 the purpose of the role Working alongside the director of insight and engagement at the heart of the ombudsman service, you ll share responsibility for leading our strategic approach to understanding and engaging with the outside world. In line with the strategic principle that runs through everything we do delivering fairness through listening, thinking and explaining you ll share a clear, compelling vision of how the ombudsman understands our external stakeholders and connects with them in the right way. This will involve leading collaboratively on the extensive work we already do, across a wide range of teams and areas, to nurture strong relationships with our many external stakeholders including regulators, trade associations, consumer bodies, government and the legal world. As a director appointed at executive level, you ll be a member of our executive team who work together collegiately on the basis of trust and respect. As part of this team, you ll be responsible for collectively forming and making decisions across every aspect of what we do. As an executive director, reporting to the chief ombudsman, you ll lead and inspire, setting the tone personally from the top. your responsibilities in the role working as a team member with executive colleagues to ensure strategy is designed and implemented consistently and seamlessly across functions, to get things done and to achieve results collaboratively leading our approach to understanding and engaging with our stakeholders working in partnership with our director of insight and engagement and with colleagues across different teams and functions ensuring the ombudsman tone is used consistently, as a central part of our work to build relationships based on our values of openness, trust and respect overseeing the coordination of our network of relationships with key trade associations, consumer bodies, regulators and government departments leading the way we engage with the complex policy environment we work in building respect and trust through established, positive relationships page 3

4 having an effective framework in place to make sure we can have the right discussions at the right time with the right people as part of our engagement strategy collaborating with our director of insight and engagement on effective ways to share externally what we see and know as an organisation committed to sharing insight and knowledge working with our assistant director of knowledge management to continue developing our overall knowledge strategy and our culture of knowledge-sharing across the ombudsman service building strong collegiate relationships across the ombudsman working collaboratively across all teams, using the ombudsman tone, and putting people first motivating, developing and getting the best out of colleagues to make sure we re doing our job efficiently, thoughtfully and fairly representing us to the outside world with confidence and sensitivity setting a constant personal example of fairness, listening and teamwork in the way you think, speak and act how you ll be measured the way you develop and deliver a clear policy and knowledge strategy for the ombudsman service your contribution to representing the ombudsman and our values wherever you go and whatever you do, internally and externally the way you use our ombudsman tone listening, thinking and explaining through open, honest, straightforward conversations how the teams and functions you re responsible for carry out their objectives your contribution to our strategy for leading the organisation through a period of change meeting your own objectives, which you ll agree with the chief ombudsman your contribution to achieving the ombudsman service s objectives your knowledge and experience includes building strong collaborative relationships at the most senior level, working collectively to fulfil goals and objectives in partnership with executive-level colleagues achieving positive results by working collegiately across functions and boundaries page 4

5 working strategically in a senior policy role, successfully putting into practice high-level plans that you ve developed working successfully with a wide range of people, using sensitivity and diplomacy to influence and build positive relationships at every level personally working as an ombudsman or having a deep understanding of the role an ombudsman carries out leading and inspiring people through a period of change with the right balance of drive and sensitivity being fluent in the workings of government, ideally with experience of ministerial engagement, and a strong understanding of either the regulatory or legal environments putting people first in everything you do, and thinking about the impact our actions will have on people using your leadership skills to develop and motivate people communicating in a straightforward, friendly way, asking thoughtful questions to get to the heart of issues holding your own in difficult conversations, or when you need to deliver unwelcome messages where improvements are needed working as a respected member of an executive team, with the personality, credibility and enthusiasm to influence colleagues at a strategic level and the ability to join the dots between the organisation and the wider world what we expect of everyone here we put people first in everything we do we make decisions that feel fair we communicate as people we want to make things better we care about the world around us we share what we know Read more about what we expect of everyone here. November 2014 page 5