Head of Service Performance Support - Contact Centre

Fidelity International; Woking; On-site; GBP 80,000 - 100,000; Full time

Job summary

A global investment management company is seeking a Head of Service Performance Support to enhance Client Services through performance management, risk control, and leadership. The role involves owning service performance forecasting, managing operating budgets, and leading a team focused on delivering exceptional client experiences. Preferred candidates will have strong leadership backgrounds in financial services or contact centre environments, and possess excellent communication and analytical skills necessary for maintaining operational excellence.

Benefits

Competitive salary

Comprehensive benefits

Flexible working options

Qualifications

• Proven leadership experience within Client Services or Contact Centre environments.
• Experience in performance management, workforce planning, and budgeting.
• Strong analytical skills and ability to work in matrix environments.

Responsibilities

• Own service performance forecasting and manage Client Services operating budget.
• Act as business owner for telephony and case management platforms.
• Conduct monthly risk reviews and maintain awareness of operational risks.

Skills

Leadership experience in Client Services

Performance management

Stakeholder management

Problem-solving skills

Communication skills

Education

Degree in financial services, operations, or business leadership

Relevant leadership or management qualifications

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, 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.

Why Join Us

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