Head of Service Performance Support - Contact Centre

Head of Service Performance Support – Contact Centre

Location: Surrey, Kingswood

Contract: Permanent

Hours: Full Time

Level: Associate Director

Reports to: Head of Client Services

About the Role

We 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‑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 Responsibilities

• Performance Forecasting & Budget Management
  • Own 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 Enablement
  • Act 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 Management
  • Conduct 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 & Quality
  • Build 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 Influence
  • Develop and maintain reporting frameworks from operational through to Board-level.
  • Act as an internal client advocate, influencing change agendas to improve client outcomes.
• External Insight
  • Monitor industry best practice, competitor activity and regulatory developments.
  • Bring external insights into service improvement and strategic planning.

Qualifications

• Degree or equivalent professional experience in financial services, operations, or business leadership.

Required Skills

• Proven 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 Skills

• Experience in financial services, investments, or regulated environments.
• Experience leading technology-enabled operational change.
• Background in fast‑paced, growth‑oriented organisations.

Why Join Us

We offer a competitive salary, comprehensive benefits, flexible working options and the opportunity to make a real impact in a growing, global organisation.