Head of Service Performance Support

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

About the Opportunity

Job Type: Permanent Application Deadline: 22 December 2025

Title: Head of Service Performance Support, Client Services

Department: Client Services

Location: Kingswood, Surrey and Dublin, Ireland

Reports To: Head of Client Services

Level: Grade 7, Associate Director

We’re proud to have been helping our clients build better financial futures for over 50 years. How have we achieved this? By working together - and supporting each other - all over the world. So, join our Global Platform Solutions team and feel like you’re part of something bigger.

About your team

With a global presence across more than 25 locations around the world, Fidelity International provides investment services and retirement expertise to everyone from central banks and financial institutions to wealth managers and private individuals. The goal of the Global Platform Solutions team is to build a profitable $500bn business by becoming the partner of choice for all an individual’s and family’s financial needs.

About your role

Reporting to the Head of Client Services, the Head of Service Performance Support will be responsible for ensuring that our Client Services’ teams are able to provide best in class client experiences across India, Ireland and the UK. You will be passionate about providing best in class service to our clients through the embedding of a positive, client focused team culture, together with the required capacity and capability in all teams, all delivered within an appropriate risk framework. In addition you will enjoy embracing new ways of working and the adoption of new technology capabilities to provide an excellent client experience. This, in turn, will support our vision of becoming the partner of choice for all an individual’s and family’s lifetime financial needs, offering access to world class online investment and retirement solutions for those who start saving with their employer, who come to us directly or through their financial adviser.

Responsibilities

In this role you will have the following responsibilities:

• Provide oversight to ensure the correct Client Services capacity and capabilities are available to meet the agreed budgeted service levels and desired client experience.
• Responsible for developing and maintaining a robust recruitment and onboarding process, working alongside our recruitment partner, to attract the best possible team members into all of our teams.
• Conduct monthly budget and capacity reviews to ensure full knowledge of Client Services’ service level performance and identify any actions which are required for improvement.
• Work alongside our Technology teams to provide business ownership for the Telephony and case management provider relationship (Genesys) to ensure technology and reporting meets our business operation requirements.
• Conduct monthly risk reviews to ensure full awareness of Client Services’ risk profile and promote risk management accountability in all Client Services’ teams.
• Develop and nurture a risk aware culture and actively manage risk and compliance obligations within the teams.
• Ensure all Client Services’ service meets Consumer Duty obligations both in spirit and regulation.
• Build out a comprehensive and engaging Client Services associate employee experience programme, to include: recruitment; onboarding; learning and development requirements; competency frameworks; etc. to retain and develop our talent.
• Build out frameworks and structures to promote and support a high performance, client centric Client Services team culture and capabilities - for example; talent pipeline planning; talent development programmes; exit interview reviews; Associate forums; performance management reviews; etc.
• Manage a robust and comprehensive Quality Monitoring and Assurance team to ensure a best-in-class client experience is consistently delivered across all teams in Client Services.
• Develop and implement a reporting system and structure which supports Client Services’ reporting obligations - from internal Client Services team reporting through to Board level reporting requirements.
• Build strong relationships with internal partners and stakeholders to advocate continuously improving the client experience to prevent or remove interactions which are value-eroding for our clients.
• Understand best in class service experiences, bring the “outside world” into Client Services.
• Monitor the competitor and regulatory landscape, understand threats and opportunities, provide market and competitor research to assist in setting service priorities and focus areas.

Qualifications

• Strong passion for service and client experience
• Success in leading and managing service teams, ideally in a Contact Centre environment
• Understanding of the Contact Centre industry through established networks
• Experience in leading strategic development and collaborating across multiple areas
• Understanding, and experience of, working in matrix and agile organisational models
• An ability to interpret financial data and manage resources
• Can demonstrate a flexibility of thinking and an ability to analyse and distil complex information quickly
• Experience managing and influencing change in an agile environment
• Outstanding influencing skills and comfortable operating at the most senior levels of an organisation
• Able to balance strategic vision, commerciality and pragmatic execution
• Experience of working in a fast-paced, growth oriented, dynamic environment.

Feel rewarded

For starters, we’ll offer you a comprehensive benefits package. We’ll value your wellbeing and support your development. And we’ll be as flexible as we can about where and when you work – finding a balance that works for all of us. It’s all part of our commitment to making you feel motivated by the work you do and happy to be part of our team.

For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.

As an international financial services organisation, we are in-scope of international regulations in the way that we carry out our work. This position is involved in work that is regulated by the FCA and/or the PRA and their Individual Conduct Rules (COCON) apply to it, along with any other regulation. We provide training on COCON and how it affects our employees. More information about COCON can be found in the Employment Handbook.