HRMI 2021: Caroline Nugent, HR Director, Financial Ombudsman Service

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Nugent is director of HR & OD at the Financial Ombudsman Service. As part of the executive, Nugent is responsible ensuring the Financial Ombudsman Service manages its statutory role as well as personally leading the people and diversity and inclusion strategy throughout the organisation. At approximately 3500 employees and contingent workers, it is the biggest ombudsman in the world. Nugent is also a NED and Trustee of the CIPD.

She has also been a president of the Public Service People Managers’ Association. Nugent has been responsible for personally leading the people and inclusion and wellbeing strategies in many public service roles throughout her career. 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 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.

Nugent loves family life and has been married for 30 years with two children.


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Caroline Nugent was ranked 17th on the list of HR Most Influential practitioners 2021.