Head of Client Services
3 weeks ago
**Head of Client Services**
London, UK
Hybrid: 2 days in office
**Company Brief**
Fitch Learning is a leader in financial services training. With unrivalled breadth and depth of training, the company delivers learning solutions for apprentices and graduates, to those with 10+ years’ experience in Financial Services. A truly global company, we have offices in New York, London, Singapore, Hong Kong, Dubai & Riyadh, providing services to financial institutions across the globe.
Fitch Learning is part of the Fitch Group which also includes; Fitch Ratings, Fitch Solutions, Fitch Ventures and Sustainable Fitch. Agile and fast paced, we are able to tailor solutions to a wide range of Financial Services clients with operations in more than 40 countries.
We’re looking for individuals with drive, flexibility and passion to help us deliver a world class service to our clients. In return, Fitch Learning offers a fast paced, dynamic environment with considerable support and stability that you associate with a larger corporate. It’s a place where you can really make a difference.
**Role Purpose**
The Head of Client Services and Customer Success role leads our UK Customer Success and Client Services Team in the successful delivery of all sophisticated client learning programmes both globally and within the UK. Our learning programmes are impactful and engaging - combining e-learning and instructor led elements to create innovative and effective solutions that lead the industry.
As well as delivering your own portfolio of client programmes, you will develop and elevate a regional Customer Success team reporting into you, so that you and they undertake the following activities:
- Participate actively and consultatively in the sales process to help advise prospective clients on implementation excellence
- Actively lead and own the delivery of the learning programmes we provide from the Fitch Learning side, being both a key client contact and local escalation point
- Supporting such local delivery of global programs managed from other regional centres
- Design and execute the operational implementation project plan for the programmes we deliver and manage it according to best practice (working closely with our existing Project Management Office)
- Own and have accountability on achieving our clients learning outcomes and delivering world class customer success from Onboarding to Delivery, to post delivery satisfaction and continued learning through to billing
- Own the relationship with our key external stakeholders, such as global institutes and exam delivery providers, ensuring an excellent service is provided through to Fitch’s clients
- Responsible for operational excellence within the relevant teams to ensure our regulatory requirements are outperformed on an annual basis
- Drive operational improvements as part of a wider global program of ongoing operational enhancements
- Working as part of an extended global team to constantly seek to improve and enhance our approaches to delivering programmes, thinking about how to work smarter and deliver product and client excellence
**Role Requirements**
You will be able to demonstrate experience of:
- Delivering large and complicated client programmes and projects
- Leading a team of client facing operational staff
- Working directly with clients, being ultimately responsible for the success of the relationship
- Improving processes and operational effectiveness
- Can demonstrate consistent overachievement of targets and objectives
- Can effectively manage change
- Is used to working as part of a global operations management team
- Has a keen interest in future technology to achieve operational enhancements
- Understanding of the local market, key influences, competition and macro-economic factors
**Required Characteristics**
- Great people management and leadership and supervisory skills
- Project management mindset, focused on execution
- Accountability and responsiveness
- Customer first approach
- Adept at influencing different stakeholders and dependents
- Can work as part of a global team
- Politically aware of client profile and culture
**Key Contacts**
Internal
- UK Leadership
- Learning Partners
- Content Managers
- Trainer team
- PMO
External
- Clients & Delegates
- Global Institutes
- Exam Providers
- Vendors
- Associate Trainers
**Performance Metrics**
- Key part of the Global Customer Success Targets
- Customer Satisfaction Scoring and Net Promoter Score
- Client programme feedback
- Feedback from internal & external stakeholders
- Operational success rate for training delivery
**Job Types**: Full-time, Permanent
Schedule:
- 8 hour shift
- Monday to Friday
Supplemental pay types:
- Yearly bonus
COVID-19 considerations:
This will be a hybrid role with 2 days in the office and 3 days working from home
Application question(s):
- Are you authorisied to work in the UK without restriction?
**Experience**:
- People Management: 3 years (p
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