Job Type: Permanent
Title Head of Service Performance Support, Client Services
Department Client Services
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 - all over the world. With a global presence across more than 25 locations around the world, Fidelity International provides investment services and retirement expertise to everyone from central banks and financial institutions to 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 an individual’s and family’s financial needs.
Reporting to the Head of Client Services, the Head of Service Performance Support will be responsible for ensuring that our Client Services’ teams are able to provide best in class client experiences across India, Ireland and the UK. You will be passionate about providing best in class service to our clients through the embedding of a positive, client focused team culture, together with the required capacity and capability in all teams, all delivered within an appropriate risk framework. This, in turn, will support our vision of becoming the partner of choice for all an individual’s and family’s lifetime financial needs, offering access to world class online investment and retirement solutions for those who start saving with their employer, who come to us directly or through their financial adviser.
Performance Forecasting & Client Services’ Operating Budget management
Provide oversight to ensure the correct Client Services capacity and capabilities are available to meet the agreed budgeted service levels and desired client experience.
Responsible for developing and maintaining a robust recruitment and onboarding process, working alongside our recruitment partner, to attract the best possible team members into all of our teams.
Conduct monthly budget and capacity reviews to ensure full knowledge of Client Services’ service level performance and identify any actions which are required for improvement.
Work alongside our Technology teams to provide business ownership for the Telephony and case management provider relationship (Genesys) to ensure technology and reporting meets our business operation requirements.
Risk Management
Conduct monthly risk reviews to ensure full awareness of Client Services’ risk profile and promote risk management accountability in all Client Services’ teams.
Develop and nurture a risk aware culture and actively manage risk and compliance obligations within the teams.
Ensure all Client Services’ service meets Consumer Duty obligations both in spirit and regulation.
Client Services Culture
Build out a comprehensive and engaging Client Services associate employee experience programme, to include: recruitment; learning and development requirements; etc. to retain and develop our talent.
Build out frameworks and structures to promote and support a high performance, client centric Client Services team culture and capabilities - for example; talent pipeline planning; talent development programmes; performance management reviews; Manage a robust and comprehensive Quality Monitoring and Assurance team to ensure a best-in-class client experience is consistently delivered across all teams in Client Services.
Client Services Reporting
~ Develop and implement a reporting system and structure which supports Client Services’ reporting obligations - from internal Client Services team reporting through to Board level reporting requirements.
Understand best in class service experiences, bring the “outside world” into Client Services.
Monitor the competitor and regulatory landscape, understand threats and opportunities, provide market and competitor research to assist in setting service priorities and focus areas
Strong passion for service and client experience
Success in leading and managing service teams, ideally in a Contact Centre environment
Understanding of the Contact Centre industry through established networks
Understanding, and experience of, working in matrix and agile organisational models
An ability to interpret financial data and manage resources
Experience managing and influencing change in an agile environment
For starters, we’ll offer you a comprehensive benefits package. We’ll value your wellbeing and support your development. And we’ll be as flexible as we can about where and when you work – finding a balance that works for all of us. As an international financial services organisation, we are in-scope of international regulations in the way that we carry out our work. We provide training on COCON and how it affects our employees.