Head of Service Performance Support role at Fidelity International
About The Opportunity
Job Type: Permanent
Application Deadline: 22 December 2025
Title: Head of Service Performance Support, Client Services
Department: Client Services
Location: Kingswood, Surrey and Dublin, Ireland
Reports To: Head of Client Services
Level: Grade 7, Associate Director
We’re proud to have been helping our clients build better financial futures for over 50 years. By working together and supporting each other worldwide, you will join our Global Platform Solutions team and feel part of something bigger.
About Your Team
With a global presence across more than 25 locations, Fidelity International provides investment services and retirement expertise to central banks, financial institutions, wealth managers and private individuals. The goal of the Global Platform Solutions team is to build a profitable $500bn business by becoming the partner of choice for all individual and family financial needs.
About Your Role
Reporting to the Head of Client Services, the Head of Service Performance Support will ensure Client Services teams can provide best-in-class experiences across India, Ireland and the UK. You will embed a client‑focused culture, maintain capacity and capability, and adopt new technologies to support our vision of being the partner of choice for lifetime financial needs.
Responsibilities
* Provide oversight to ensure the correct capacity and capabilities are available to meet agreed service levels and client experience.
* Develop and maintain a robust recruitment and onboarding process with our recruitment partner.
* Conduct monthly budget and capacity reviews to assess performance and identify improvement actions.
* Own the relationship with the Telephony and case management provider (Genesys) to ensure technology and reporting meet business operation requirements.
* Conduct monthly risk reviews to ensure full awareness of the risk profile and promote accountability in all teams.
* Develop and nurture a risk‑aware culture and actively manage risk and compliance obligations.
* Ensure all services meet Consumer Duty obligations in spirit and regulation.
* Build an engaging associate employee experience program, covering recruitment, onboarding, learning and development, competency frameworks, and retention.
* Promote and support a high‑performance, client‑centric team culture and capabilities, including talent pipeline planning, development programmes, exit reviews, forums and performance management.
* Manage a comprehensive Quality Monitoring and Assurance team to deliver best‑in‑class client experience across all teams.
* Develop and implement a reporting system and structure to support internal and board‑level reporting requirements.
* Build strong relationships with internal partners and stakeholders to continuously improve the client experience and remove value‑eroding interactions.
* Understand best‑in‑class service experiences and bring outside insights into client services.
* Monitor competitor and regulatory landscape, identify threats and opportunities, and provide market and competitor research to inform service priorities.
About You
* Strong passion for service and client experience.
* Success in leading and managing service teams, ideally in a contact centre environment.
* Understanding and experience of the contact centre industry through established networks.
* Experience in leading strategic development and collaborating across multiple areas.
* Experience working in matrix and agile organisational models.
* Ability to interpret financial data and manage resources.
* Flexibility of thinking and ability to analyse and distil complex information quickly.
* Experience managing and influencing change in an agile environment.
* Outstanding influencing skills and comfortable operating at senior organisational levels.
* Ability to balance strategic vision, commerciality and pragmatic execution.
* Experience working in a fast‑paced, growth‑oriented, dynamic environment.
Benefits
We offer a comprehensive benefits package, support your wellbeing and development, and provide flexible working arrangements to balance your life and work.
EEO Statement
As an international financial services organisation, we are in scope of international regulations in the way that we carry out our work. This position is regulated by the FCA and/or the PRA and their Individual Conduct Rules (COCON) apply. We provide training on COCON and its impact on employees. More information can be found in the Employment Handbook.
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