At Fitch, we have an open culture where employees are able to exchange ideas and perspectives, throughout the organization, irrespective of their seniority. Your voice will be heard allowing you to have a real impact. We embrace diversity and appreciate authenticity encouraging an environment where employees can be their true selves. Our inclusive and progressive approach helps us to keep a balanced perspective. Fitch is also committed to supporting its employees by advancing conversations around diversity, equity and inclusion. Fitch’s Employee Resource Groups (ERGs) have been established by employees who have joined together as a workplace community based on similar backgrounds or life experiences. Fitch’s ERGs are available to connect employees with others within the organization to offer professional and personal support.
With our expertise, we are not only creating data and information, but also producing timely insights from every angle to influence decision making in this ever changing and highly competitive market. We have a relentless hunger to innovate and unlock the power of human insights and to drive value for our customers. There has never been a better time to make an impact and we invite you to join us on this journey.
F itch Learning partners with clients to deepen knowledge, develop skills and enhance conduct, delivering positive business outcomes. We have centers in established financial hubs including London, New York, Singapore, Dubai and Hong Kong. We are committed to understanding complex client needs across fast paced financial markets, globally. Our learning solutions encompass expert faculty, e-learning, coaching and blended candidate assessments, improving individual contribution and collective business performance.
Head of Client Services
London, UK
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
Fitch Group is a global leader in financial information services with operations in more than 30 countries. Wholly owned by the Hearst Corporation, we are comprised of three main businesses: Fitch Ratings | Fitch Solutions | Fitch Learning.
For more information please visit our websites: fitchratings.com | fitchsolutions.com | fitchlearning.com
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 take every precaution to avoid conflicts of interests or any appearance of a conflict of interest. Should you be successful in the recruitment process at Fitch Ratings you will be asked to declare any securities holdings and other potential conflicts prior to commencing employment. If you, or your immediate family, have any holdings that may conflict with your work responsibilities, you may be asked to divest yourself of them before beginning work.
Fitch is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender expression, gender identity or any other characteristic protected by law.
UNITED STATES ONLY
: As part of its continued efforts to maintain a safe workplace for employees, Fitch requires that all employees who receive a written offer of employment on or after October 4, 2021 be fully vaccinated (as defined by the CDC) against the coronavirus by the first day of employment as a condition of employment, to the extent permitted by applicable law. Fitch will consider requests for reasonable accommodations due to medical and/or religious reasons on an individual basis in accordance with applicable legal requirements.
