Head of Service Performance Support - Contact Centre

Fidelity International; Tadworth; Hybrid; GBP 90,000 - 130,000; Full time

Job summary

A global financial services firm in the UK is seeking an experienced Head of Service Performance Support. This strategic position focuses on enhancing client experiences via performance management and operational excellence. Ideal candidates will possess proven leadership experience in Client Services, strong skills in performance management, and relevant qualifications in financial services. The role offers a competitive salary, comprehensive benefits, and opportunities to influence service delivery in a growing, global environment.

Benefits

Competitive salary

Comprehensive benefits

Flexible working options

Qualifications

• Degree in financial services, operations, or business leadership.
• Proven leadership within Client Services or Contact Centre environments.
• Experience in performance management, workforce planning and budgeting.

Responsibilities

• Own service performance forecasting and manage the Client Services budget.
• Lead recruitment and onboarding strategies.
• Conduct monthly risk reviews and maintain operational risk awareness.
• Develop reporting frameworks from operational to Board-level.

Skills

Proven leadership experience

Strong experience in performance management

Excellent communication skills

Strong analytical skills

Stakeholder management

Education

Degree or equivalent professional experience

Relevant leadership or management qualifications

Job description

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.

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, budget and capacity reviews and drive continuous improvements.

Technology & Operational Enablement

• Act as business owner for telephony and case management platforms (e.g. Genesys).
• Ensure systems, reporting and workflows support scalable, high-quality service delivery.

Risk & Regulatory Management

• Conduct monthly risk reviews and maintain strong awareness of operational risk.
• Embed a risk-aware culture and manage regulatory and compliance obligations.
• Ensure services meet Consumer Duty obligations in both spirit and regulation.

Client Services Culture & Quality

• Build and deliver a strong employee experience framework, including onboarding, development and retention.
• Embed high-performance, client-centric culture across Client Services.
• Lead and manage Quality Monitoring and Assurance to ensure consistent service excellence.

Reporting & Strategic Influence

• Develop and maintain reporting frameworks from operational through to Board-level.
• Act as an internal client advocate, influencing change agendas to improve client outcomes.

External Insight

• Monitor industry best practice, competitor activity and regulatory developments.
• Bring external insights into service improvement and strategic planning.

Qualifications

• Degree or equivalent professional experience in financial services, operations, or business leadership.
• Relevant leadership or management qualifications (desirable).

Required Skills

• Proven leadership experience within Client Services or Contact Centre environments.
• Strong experience in performance management, workforce planning and budgeting.
• Excellent communication and stakeholder management skills.
• Experience working within matrix and agile environments.
• Strong analytical and problem-solving capability.

Preferred Skills

• Experience in financial services, investments, or regulated environments.
• Experience leading technology-enabled operational change.
• Background in fast-paced, growth-oriented organisations.

We offer a competitive salary, comprehensive benefits, flexible working options and the opportunity to make a real impact in a growing, global organisation.