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 – all over the world, we have helped many people build financial stability. Join our Global Platform Solutions team and feel like you're part of something bigger.
About your team
With a global presence across more than 25 locations worldwide, 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.
About your role
Reporting to the Head of Client Services, the Head of Service Performance Support will be responsible for ensuring that our Client Services' teams deliver best‑in‑class client experiences across India, Ireland and the UK. You will embed a positive, client‑focused team culture, build capacity and capability, and all this within an appropriate risk framework. You will also embrace new ways of working and adopt technology capabilities to provide an excellent client experience, supporting our vision of becoming the partner of choice for all an individual's and family's lifetime financial needs.
In this role you will have the following responsibilities:
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.
* Develop and maintain 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 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 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 associate employee experience programme, including recruitment, onboarding, learning and development, competency frameworks, and retention initiatives.
* Develop frameworks and structures to promote and support a high‑performance, client‑centric culture and capabilities – for example, talent pipeline planning, development programmes, exit interview reviews, associate forums, and performance reviews.
* Manage a robust Quality Monitoring and Assurance team to ensure a best‑in‑class client experience is consistently delivered across all teams.
Client Services Reporting
* Develop and implement a reporting system and structure that supports Client Services' reporting obligations – from internal team reporting to Board‑level reporting.
Internal Client Advocacy to influence the Change agenda
* Build strong relationships with internal partners and stakeholders to advocate continuous improvement of the client experience and eliminate value‑eroding interactions.
External/Competitor Insight
* Understand best‑in‑class service experiences and bring the "outside world" into Client Services.
* Monitor the competitor and regulatory landscape, identify threats and opportunities, and provide market and competitor research to set service priorities and focus areas.
About you
* 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.
* 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.
* Demonstrated 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 the most senior levels of an organisation.
* Ability to balance strategic vision, commerciality and pragmatic execution.
* Experience working in a fast‑paced, growth‑oriented, dynamic environment.
Feel rewarded
For starters, we'll offer you a comprehensive benefits package. We'll value your wellbeing and support your development. We'll also be as flexible as we can about where and when you work – finding a balance that works for all of us. It's all part of our commitment to making you feel motivated by the work you do and happy to be part of our team.
EEO/COCON 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 involved in work that is regulated by the FCA and/or the PRA and their Individual Conduct Rules (COCON) apply to it, along with any other regulation. We provide training on COCON and how it affects our employees. More information about COCON can be found in the Employment Handbook.
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