Caroline Nugent, HR director, Financial Ombudsman Service

Nugent is director of HR and OD at the Financial Ombudsman Service

As part of the executive Nugent is responsible for ensuring the Financial Ombudsman Service manages its statutory role as well as personally leading the people and diversity and inclusion strategy throughout the organisation. The service has approximately 3,500 employees and contingent workers. Nugent is also a NED and trustee of the CIPD.

Previously she was the director of HR and OD at oneSource, a shared back office with more than 1,000 staff in 22 services supporting 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, Nugent’s team also delivered HR support, mediation and investigation services to other councils.

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.

She is also the immediate past president of the PPMA (Public Services 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 has written numerous articles, presented at various conferences and was shortlisted for Personnel Today's HR Director of the Year 2016. Over the years her teams have received national recognition with awards including CIPD People Management, PPMA, HR Excellence, Personnel Today, ENEI, Working Families, London Healthy Workplace and the National Apprentice Employers. Having started working life as an apprentice she is passionate about apprenticeship opportunities.