Head of Service Performance Support, Client Services – Contact CentreLocation: Surrey, KingswoodContract: PermanentHours: Full TimeLevel: Associate DirectorReports to: Head of Client ServicesAbout the RoleWe 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 ResponsibilitiesPerformance Forecasting & Budget ManagementOwn 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 EnablementAct 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 ManagementConduct 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 & QualityBuild 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 InfluenceDevelop and maintain reporting frameworks from operational through to Board-level.Act as an internal client advocate, influencing change agendas to improve client outcomes.External InsightMonitor industry best practice, competitor activity and regulatory developments.Bring external insights into service improvement and strategic planning.QualificationsDegree or equivalent professional experience in financial services, operations, or business leadership.Relevant leadership or management qualifications (desirable).Required SkillsProven 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 SkillsExperience in financial services, investments, or regulated environments.Experience leading technology-enabled operational change.Background in fast-paced, growth-oriented organisations.Why Join UsWe offer a competitive salary, comprehensive benefits, flexible working options and the opportunity to make a real impact in a growing, global organisation.