Head of Service Performance Support - Contact Centre

Fidelity International; England; On-site; GBP 75,000 - 95,000; Full time

Job summary

A leading financial services company in the UK is looking for an experienced Head of Service Performance Support to join their Client Services leadership team. This strategic role will drive operational excellence, manage service performance forecasting, and foster a client-centric culture. Candidates should have substantial experience in senior leadership and a thorough understanding of service performance management. The position is based in Surrey and offers a permanent, full-time contract.

Qualifications

• Proven experience in a senior leadership role within Client Services.
• Strong understanding of service performance management.
• Ability to foster a client-centric culture.

Responsibilities

• Drive operational excellence in Client Services.
• Manage the Client Services operating budget.
• Lead recruitment and onboarding strategies.

Job description

Job Description

Head of Service Performance Support, Client Services – Contact Centre

Location : Surrey, Kingswood

Contract : Permanent

Hours : Full Time

Level : Associate Director

Reports to : Head of Client Services

About the Role

We are seeking an experienced senior leader to join our Client Services leadership team as Head of Service Performance Support . This is a strategic role focused on ensuring our Client Services teams deliver consistent, best-in-class client experiences through strong performance management, risk control, and people-focused leadership.

You will drive operational excellence, embed a strong client-centric culture, and lead the adoption of new ways of working and technology to continuously improve service delivery across Client Services.

Key Responsibilities

Performance Forecasting & Budget Management

• Own service performance forecasting and manage the Client Services operating budget.
• Ensure appropriate capacity and capability aligned to agreed service standards.
• Lead recruitment and onboarding strategies in partnership with recruitment teams.

Conduct monthly performance, budg...