Prior to joining PA in 2021, Caroline led the Financial Ombudsman Service as its Chief Executive for nearly seven years. She oversaw the Ombudsman’s extensive transformation and modernisation in response to evolving customer needs. She also supervised the Ombudsman’s policy and operational response to high-profile issues – including PPI and mortgage endowment mis-selling – in her roles as the company’s Legal Director and Principal Ombudsman. Having set the approach and managed the handling of millions of disputes across the full financial services spectrum, Caroline is uniquely positioned to advise PA’s clients on customer, regulatory, and conduct issues.
Caroline’s early career focused on the insurance sector, and she joined the Insurance Ombudsman Bureau in 1999. She is an experienced non-executive director and served on the board of the Crown Prosecution Service for England and Wales, where she was the Senior Independent Director and Chair of the Remuneration and Governance Committee. Currently, she also holds the position of Pro Chancellor and Chair of the Board of Governors at Nottingham Trent University.
In her three years at PA, Caroline has applied her wealth of experience to supporting organisations on conduct regulation and risk management, as well as digital, strategic, and business transformation. As the Partner Sponsor for PA’s Women’s Network, Caroline also actively champions diversity and inclusion, including the career advancement and progression of women in the financial services sector.
Caroline is a recognised leader and trusted adviser in the financial services sector, and we are delighted to appoint her as our new Global Head of Financial Services. Caroline has been a great asset to our team in recent years. I look forward to seeing her make further strides in our work with banks, insurers, and other financial services businesses on their most pressing issues, whether that be tackling financial crime, enhancing customer experience, digitising their operations, or delivering stakeholder value.” Christian Norris, CEO, PA
It is a pleasure to be leading PA’s financial services team. Since joining PA, I have seen first-hand the fantastic results our team delivers for organisations seeking to build sustainable and inclusive businesses, embed technology-enabled transformation, stay future-fit, and prioritise good customer outcomes. I am excited to step into my new role and work with colleagues and clients to build on these achievements.” Caroline WaymanGlobal, Head of Financial Services, PA
PA’s financial services team combines a deep knowledge of banking, insurance, pensions, private equity, and asset management, with expertise in risk, regulation, strategy, technology, digital, and innovation. Its experts help global institutions, private companies, and regulators take technology-enabled and adaptable approaches, which keep the customer at the centre.
