The Director of Registration, Early Resolution and Transformation, operating at Principal Officer level, is a senior leadership role and member of the Senior Management Team with responsibility for leading the FSPO’s Registration and Early Resolution Directorate, including Registration, Early-Stage Assessment, Mediation and Customer Experience functions. The role involves driving continuous improvement and transformation of end-to-end complaint handling processes, maximising early-stage resolution, and enhancing service quality, timeliness and customer outcomes. The successful candidate will provide strategic leadership, oversee governance and performance delivery, lead multidisciplinary teams, and contribute to organisational strategy, ensuring effective, impartial and high-quality resolution of financial services and pensions complaints in a complex and evolving environment.
- Provide leadership and direct support to the Ombudsman, Deputy Ombudsman and the Senior Management Team in all issues relating to the Directorate including in relation to Registration, Mediation and Early Resolution of complaints.
- As a member of the Senior Management Team, the Director will contribute to the overall leadership and strategy of the Organisation.
- Foster and maintain a high-performance culture and organisation. This will involve supporting and empowering the FSPO teams to build and retain internal knowledge, expertise and capacity as well as enhancing leadership capability by ensuring a focus on coaching, developing and empowering our people.
- Lead, motivate, support and develop the Directorate in the development and implementation of function-specific strategies and core operations.
- Implement robust systems to ensure adherence to the highest standards of all relevant legislation and public sector directives.
- Lead, develop and manage the Directorate teams ensuring that we deliver high quality, impartial and timely mediation services that maximise the FSPO’s impact on the resolution of complaints, while providing high levels of customer satisfaction.
- Manage and develop all aspects of the service to include business processes and procedures which maximise success and are in line with the statutory functions of the FSPO and underpinning legislation.
- Design, contribute to and support robust training programmes for the Directorate.
- Manage the performance of the teams and individual team members including the management of Probation and PMDS processes.
- Lead/contribute to transformational change programmes aimed at enhancing organisation and process improvements.
- Drive and lead on strategic objectives across the organisation to promote and improve registration, mediation and early resolution services.
- Design and lead on strategic and business planning for the Directorate and be responsible for delivery of all work plan commitments, deliverables and strategic goals and objectives.
- Oversee the management of multiple agendas and projects, leading the Directorate by allocating resources appropriately to ensure the delivery and development of its services.
- Promote the Mission, Vision and Values of the office though self-management and team leadership.
- Represent the FSPO at relevant Government networks and stakeholder fora.
- Manage external service providers as required.
- Keep abreast of current legislation and other developments relevant to the area through stakeholder engagement and personal learning.
- Engage and collaborate with other areas as required, and oversee the preparation and presentation of relevant reports and analysis to the Senior Management Team.
- Engage in regular audit of the Directorate’s operational procedures and systems, ensuring they meet best practice and standards.
To be effective in the role of Director of Registration, Early Resolution and Transformation in the FSPO, the successful candidate will demonstrate:
- Strong leadership judgement and integrity , with a proven commitment to high professional and ethical standards.
- High levels of personal organisation and accountability , with the ability to manage multiple priorities and deliver to multiple, strict deadlines in a complex environment.
- A proactive, solutions-focused approach , including the ability to identify emerging risks/issues and take timely corrective action.
- Strong analytical, research and decision-making capability , including the ability to evaluate information critically and make sound operational and strategic recommendations.
- Excellent written and verbal communication skills , including the ability to present complex information clearly and produce high-quality reports with accuracy and attention to detail.
- Strong stakeholder engagement skills , including the confidence to influence, challenge constructively and build alignment across diverse internal and external stakeholders.
- High ICT literacy , including strong working knowledge of the Microsoft Office suite and the ability to work confidently with data and reporting tools.
Candidates must , on or before 18 March 2026 , demonstrate the following essential requirements:
- Qualification: A recognised third-level qualification of at least NFQ Level 8 in a relevant discipline (for example business/management, law, finance, public administration, governance/compliance, digital/transformation, or data/analytics), or an equivalent qualification which, in the view of the FSPO, is relevant to the role
- Senior leadership experience (multi-disciplinary teams): A minimum of 5 years’ senior management experience and 10 years’ management experience, including responsibility for leading diverse / multi-disciplinary teams.
- Operational leadership in high-volume, customer-facing services: Proven experience leading a high-volume operational service, with evidence of improving service delivery outcomes (e.g., timeliness, quality, customer experience, efficiency, backlog reduction, escalation reduction).
- Change / programme delivery and senior leadership track record: Significant experience leading and delivering change/transformation and/or programme/project management in a complex organisational environment, demonstrating structured governance, risk management and measurable delivery outcomes; and a career record demonstrating strong senior leadership competence, including effective engagement with senior internal and external stakeholders to achieve strategic organisational objectives.
- End-to-end process improvement and data-led performance delivery: Demonstrated experience of business process development and continuous improvement, supported by the effective use of data/KPIs/management information to drive performance, customer service outcomes and organisational improvement.
- Senior stakeholder influence and negotiation: Highly developed negotiation and influencing skills, including the ability to engage credibly with senior stakeholders and to challenge constructively to achieve outcomes.
- Relevant experience and/or certification in mediation, and/or conciliation, and/or arbitration.
- Relevant experience and knowledge of the regulatory, and/or Ombudsman and/or consumer protection landscape.
- Relevant experience and knowledge of financial services, and/or pensions and/or complaint management.
- Significant experience of operational strategy, including governance, KPI development and implementation.
- A strong understanding of Irish public administration as well as knowledge of the policy context and current issues.
- Experience of representing your organisation, nationally and/or internationally.
A comprehensive CV and a short cover letter outlining why you wish to be considered for the post and how you believe your skills, experience and values meet the requirements for the position must be uploaded via the portal at https://www.consciatalent.com/fspo no later than 10am (Irish time) on Wednesday 18th March 2026.
Applications will not be accepted by any other method, nor if received after the closing date.
When outlining your application, accuracy is essential. The information you supply in your application will play a central part of the selection process.
If you do not receive an acknowledgement of receipt of your application within 24 hours, please check your junk/spam folders as email notifications may be filtered here.
The onus is on each applicant to ensure that they are in receipt of all communication from Conscia Limited. Conscia Limited accept no responsibility for communication not accessed or received by an applicant.
If you have any queries about the role, please contact us at fspo@consciatalent.com
