Head of Service Performance Support

Fidelity International: Charting a Course for Excellence in Client Service Performance

Fidelity International, a distinguished name in financial services with over half a century of experience, presents a compelling opportunity for a seasoned professional to lead its Client Services performance. This permanent role, based across Kingswood, Surrey, and Dublin, Ireland, offers a strategic position within the Global Platform Solutions team. If you are passionate about shaping exceptional client experiences and driving operational excellence, this could be the ideal next step in your career.

Why This Opportunity Stands Out:

• Impactful Leadership: As the Head of Service Performance Support, you will be instrumental in ensuring best-in-class client experiences across key regions. Your leadership will directly influence the success of client interactions and contribute to Fidelity International's vision of becoming the partner of choice for lifetime financial needs.
• Strategic Development: This role goes beyond day-to-day management. You'll be responsible for strategic initiatives such as performance forecasting, operating budget management, and developing robust recruitment and onboarding processes. The opportunity to own the relationship with key technology providers like Genesys offers significant technical and strategic engagement.
• Culture Cultivation: A significant focus is placed on building and nurturing a positive, client-focused team culture. You will have the opportunity to design and implement comprehensive employee experience programs, from learning and development to performance management, fostering a high-performing and engaged workforce.
• Risk and Compliance Expertise: For professionals keen on operating within a strong regulatory framework, this role offers direct involvement in risk management and compliance. Ensuring adherence to Consumer Duty obligations and promoting a risk-aware culture are core to the position.
• Global Reach and Influence: Working within a global organization with a presence in over 25 locations, you'll gain exposure to international operations and collaborate with diverse teams. Your ability to influence change and advocate for client experience improvements across different business units will be highly valued.
• Innovation and Technology Adoption: Fidelity International encourages embracing new ways of working and adopting new technology capabilities. This role provides a platform to leverage technology to enhance client service delivery and drive efficiency.

Key Considerations for Aspiring Candidates:

• Strategic Vision & Pragmatic Execution: The ideal candidate will possess a strong ability to balance strategic vision with commerciality and pragmatic execution. This means not only envisioning future states but also implementing practical solutions to achieve them.
• Leadership in Service Environments: Proven success in leading and managing service teams, particularly within a Contact Centre environment, is essential. A deep understanding of the Contact Centre industry and established networks will be a significant advantage.
• Agile & Matrixed Environments: Experience working within matrix and agile organizational models is crucial. The ability to navigate complex structures and collaborate effectively across multiple areas is a key requirement.
• Financial Acumen: The capacity to interpret financial data and manage resources effectively is vital for overseeing operating budgets and ensuring optimal capacity.
• Change Management & Influence: Demonstrating a track record of managing and influencing change, particularly in an agile environment, is highly desirable. You should be comfortable operating at senior levels and influencing stakeholders with outstanding communication skills.
• Dynamic and Growth-Oriented Mindset: The role is situated within a fast-paced, growth-oriented, and dynamic environment. Candidates who thrive in such settings and can adapt quickly to evolving market conditions will be well-suited.
• Passion for Client Experience: A genuine and strong passion for service and client experience is at the heart of this role. This intrinsic motivation will drive the dedication required to achieve exceptional outcomes.

This is a significant opportunity to contribute to a well-established and forward-thinking organization. If you are driven by client success, possess strong leadership capabilities, and are eager to shape the future of service performance, we encourage you to explore this rewarding career path with Fidelity International.