Senior Director, Head of Client Support

Fitch Group, Inc., Fitch Ratings, Inc., Fitch Solutions Group; Greater London; Hybrid; GBP 60,000 - GBP 80,000; Full time

Job summary

A leading financial services group is looking for a Senior Director, Head of Client Support in London. The role involves building and leading a team responsible for driving customer satisfaction through operational excellence. The candidate should have experience in scaling support teams and a proven track record of managing diverse organizations globally. This is an essential role to enhance client relationships and improve support processes in a dynamic work environment.

Benefits

Hybrid Work Environment: 3 days in office

Learning & Mobility Programs

Retirement Planning

Comprehensive Healthcare

Generous Parental Leave

Paid Volunteer Days

Qualifications

• Proven track record in training and empowering teams.
• Experience in scaling support functions.
• Strong analytical skills for data-informed decision-making.

Responsibilities

• Build and lead a diverse team for client support.
• Implement processes to reduce ticket resolution time.
• Align regional teams on key performance indicators.

Skills

Team leadership

Operational excellence

Customer satisfaction

Data analysis

Job description

Senior Director, Head of Client Support

Location: London, GB

Business Unit: Fitch Solutions

Category: Operations

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. Fitch Group is owned by Hearst.

Step into a role on the Fitch Solutions Commercial Team, where your talent for fostering client relationships meets unparalleled 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 powerful brands and products showcases our commitment to collaboration and innovation, proving that we are stronger together. With numerous 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.

This person is responsible for building and leading a team that has senior existing members along with a remit to hire new personnel in Mumbai to augment our existing regional teams. The individual chosen for this role will be comfortable leading a large, diverse organization responsible for quickly responding to customer issues, working with product stakeholders and building out SLA’s with these various groups. Working to establish comfort with new products and delivery channels and creating a future where the support team is seen as a key customer focal point and creates lasting positive impressions both internally and externally.

How You’ll Make an Impact:

Leverage patterns from past roles to quickly diagnose operational gaps—using previous experience scaling support functions to introduce processes that reduce ticket resolution time and strengthen customer satisfaction.

Build a unified global operating model by aligning regional teams around shared KPIs, tooling standards, and playbooks—ensuring consistent customer experiences across time zones and cultures.

Empower regional leaders by creating clear ownership structures, mentoring them based on lessons learned from leading large, distributed support organizations, and giving them autonomy to adapt global strategy to local needs.

Drive data‑informed decision‑making by implementing analytics routines learned in past leadership roles—such as weekly insights reviews, customer call loops, and forecasting—to proactively prevent issues instead of simply reacting.

Cultivate a follow‑the‑sun support rhythm using experience coordinating global teams—improving responsiveness, reducing burnout, and ensuring smooth handoffs between regions to deliver true 24/7 coverage.

You May be a Good Fit if:

You bring a proven track record of training and empowering teams, using hands‑on leadership and structured enablement programs to elevate frontline performance, grow future leaders, and build a culture of ownership.

You model and reinforce a growth mindset, encouraging continuous improvement, experimentation, and learning—helping the team adapt quickly as products, customer expectations, and business needs evolve.

You apply prior experience to accelerate maturity, leveraging best practices, frameworks, and lessons learned from past support organizations to rapidly diagnose gaps, implement scalable processes, and raise the overall bar for operational excellence. This would ideally be someone who has led a global team, but at least has experience leading a regional team.

What Would Make You Stand Out:

Experience scaling a team strategically, hiring and developing talent in line with product growth and customer needs—ensuring the support organization remains both high‑performing and resilient as demand increases.

Understands how to expand their knowledge base and that of the team, modeling curiosity and continuous learning while creating pathways for the team to deepen product expertise, adopt new technologies, and stay ahead of customer expectations.

Can incorporate new products and features into the support ecosystem, building playbooks, training programs, and feedback loops so the team can confidently support innovations from day one.

Prior experience leading a global team including hiring, scaling in different regions and enabling new joiners to quickly be productive.

Why Choose Fitch:

• Hybrid Work Environment: 3 days a week in office required
• A Culture of Learning & Mobility: Dedicated training, leadership development and mentorship programs designed to ensure that your time at Fitch will be a continuous learning opportunity
• Investing in Your Future: Retirement planning, financial wellness and tuition reimbursement programs that empower you to achieve your short and long‑term goals
• Promoting Health & Wellness: Comprehensive healthcare offerings that prioritize a healthy body & mind
• Supportive Parenting Policies: Family‑first policies, including a generous global parental leave plan, designed to help you balance career and family life effectively
• Dedication to Giving Back: Paid volunteer days and support for 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 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 proud to be an Equal Opportunity and Affinitive 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.