Senior Director, Head of Client Support

Fitch Solutions is a leading provider of insights, data and analytics. It informs investment strategies, strengthens risk management capabilities and helps identify strategic opportunities. Its analysts, lawyers, journalists and economists offer in-depth views on credit markets/risk and individual credits, ESG, developed and emerging markets, and industry sectors. Fitch Solutions is part of Fitch Group, a global leader in financial information services with operations in over 30 countries.

Step into a role on the Fitch Solutions Commercial Team, where your talent for fostering client relationships meets opportunities for professional development and visibility in the financial market intelligence space. Joining us means immersing yourself in a dynamic, fast-paced environment, supported by the strong foundation of a leading financial services group. Our diverse portfolio of brands and products showcases our commitment to collaboration and innovation, proving that we are stronger together. With opportunities for growth and a culture that celebrates every success, the Fitch Solutions Commercial Team is where your career can thrive and you can make a meaningful impact.

Fitch Solutions is currently seeking a Head of Client Support based out of our London office.

• Lead and build a team that includes senior existing members and recruit new personnel in Mumbai to augment existing regional teams.
• Provide vision and leadership to rapidly respond to customer issues, collaborate with product stakeholders, and establish SLAs across multiple groups.
• Drive a culture where the support team is a key customer focal point and creates lasting positive impressions both internally and externally.
• Establish comfort with new products and delivery channels and create a future where support operates as a unified, proactive function.
• Develop processes to reduce ticket resolution time and strengthen customer satisfaction by diagnosing operational gaps and leveraging prior experience in scaling support functions.
• Build a unified global operating model by aligning regional teams around shared KPIs, tooling standards, and playbooks to ensure consistent experiences across time zones and cultures.
• Empower regional leaders with clear ownership, mentorship, and autonomy to adapt global strategy to local needs.
• Drive data-informed decision making through analytics routines, weekly insights, customer feedback loops, and forecasting to prevent issues proactively.
• Coordinate a follow-the-sun support rhythm to improve responsiveness, reduce burnout, and ensure 24/7 coverage across regions.

• Proven track record of training and empowering teams using hands-on leadership and structured enablement programs to elevate frontline performance and build a culture of ownership.
• Growth mindset approach, encouraging continuous improvement, experimentation and learning as products and customer needs evolve.
• Experience accelerating maturity in support organizations by diagnosing gaps, implementing scalable processes, and raising operational excellence; global team leadership is preferred, but regional leadership is acceptable.

• Experience scaling a team strategically, hiring and developing talent to align with product growth and customer needs, maintaining high performance and resilience as demand increases.
• Ability to expand knowledge bases and create pathways for team learning, deepening product expertise, adopting new technologies, and meeting customer expectations.
• Capability to incorporate new products into the support ecosystem, building playbooks, training programs, and feedback loops for day-one readiness.
• Prior experience leading a global team, including hiring, regional scaling, and enabling new joiners to quickly become productive.

• Hybrid Work Environment: 3 days a week in office required
• Culture of Learning & Mobility: Training, leadership development and mentorship programs
• Investing in Your Future: Retirement planning, financial wellness and tuition reimbursement
• Promoting Health & Wellness: Comprehensive healthcare offerings
• Supportive Parenting Policies: Generous global parental leave plan
• Dedication to Giving Back: Paid volunteer days and community engagement initiatives

Fitch is committed to providing global securities markets with objective, timely, independent and forward-looking credit opinions. To protect Fitch’s credibility and reputation, our employees must avoid conflicts of interest. If you are successful in the recruitment process you will be asked to declare holdings and potential conflicts prior to employment. If you or your immediate family have holdings that may conflict, you may be asked to divest before beginning work. Fitch is proud to be an Equal Opportunity and Affirmative Action Employer. We evaluate qualified applicants without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, disability, protected veteran status, and other statuses protected by law.