Caroline Nugent, HR director, Financial Ombudsman Service


Caroline Nugent
Caroline Nugent, HR director, Financial Ombudsman Service
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Nugent joined the executive team of the Financial Ombudsman Service as HR director in May 2018 and leads the people strategy, promoting diversity and inclusion through everything

The Financial Ombudsman Service is an informal alternative to the courts that is free for consumers and provides an independent investigation of financial services issues. It has around 3,500 staff and handles about 1.4 million enquiries every year.

Previous to this Nugent was a member of the leadership team at oneSource from 2014. oneSource supports the London boroughs of Havering and Newham’s 7,500 staff (also incorporating Bexley’s financial services). Since its inception oneSource saved those local authorities £24 million. Covering all aspects of HR, OD, transformation, engagement, equalities, pay, reward, talent, leadership, health, and wellbeing for two diverse and politically-different councils.

She is also the immediate past president of the PPMA (Public Service People Managers’ Association) a national body for people professionals working in public services. The PPMA has influenced the agenda for more than 40 years, evolving and changing to reflect the professional community it serves. With more than 25 years of experience in HR Nugent understands the challenge of workforce and OD issues during significant organisational change.

She is a fellow of the CIPD with qualifications in HRM, executive coaching, leadership mentoring, psychometrics and workplace and employment mediation. Nugent was also previously vice chair of the London PPMA and London Heads of HR network.

She was previously a director of VineHR; an award-winning not-for-profit made up of 15 Essex local authority heads of HR who were able to work across boundaries to bring in significant savings and improvements in collaborative working.

Nugent has written numerous articles and was shortlisted for Personnel Today's HR Director of the Year 2016. Her previous teams have received national recognition with awards including CIPD People Management, PPMA, HR Excellence, Personnel Today, London Healthy Workplace and the National Apprentice Employers. Having started working life as an apprentice she is passionate about apprenticeship opportunities.

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