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.