Head of Service Performance & Client Experience

Fidelity International; New Quay; On-site; GBP 80,000 - 110,000; Full time

Job summary

A leading international financial services organization is seeking a Head of Service Performance Support for their Client Services team. The ideal candidate will champion a client-focused culture, ensure top-tier client experiences, and lead service teams within a dynamic environment. Strong leadership skills, a passion for client service, and knowledge of the Contact Centre industry are essential. This role offers an engaging work atmosphere with flexibility and a comprehensive benefits package.

Benefits

Comprehensive benefits package

Flexible working arrangements

Wellness support

Qualifications

• Experience in leading service teams ideally in a Contact Centre environment.
• Strong ability to interpret financial data.
• Outstanding influencing skills necessary to operate at senior levels.

Responsibilities

• Ensure Client Services teams provide best in class client experience.
• Develop a robust recruitment process to attract top talent.
• Conduct monthly budget reviews for service performance.
• Collaborate with Technology teams for effective operations.
• Manage risk and compliance within Client Services teams.

Skills

Service passion

Team leadership

Contact Centre understanding

Financial data interpretation

Agile environment experience

Change management

Influencing skills

Job description

A leading international financial services organization is seeking a Head of Service Performance Support for their Client Services team. The ideal candidate will champion a client-focused culture, ensure top-tier client experiences, and lead service teams within a dynamic environment. Strong leadership skills, a passion for client service, and knowledge of the Contact Centre industry are essential. This role offers an engaging work atmosphere with flexibility and a comprehensive benefits package.