Global Head of Client Service, Senior Director
Fitch
Fitch Solutions is committed to delivering value beyond the rating by providing a range of fixed-income products and professional development services to the global financial community. In addition to offering proprietary content, the firm also distributes the ratings, research, financial data and analytical tools of Fitch Ratings through a variety of platforms. With innovation and experience behind every product and service we bring to market, our flexible offerings are designed to meet the diverse needs of the credit markets. Drawing upon a wealth of expertise, skills, and market insight, we provide financial professionals worldwide with the intelligence they need to make more informed risk management and investment decisions. Fitch Solutions is part of the Fitch Group, a majority-owned subsidiary of Fimalac, S.A., headquartered in Paris, France. Fitch complies with all laws governing employment in each jurisdiction in which it operates, and provides equal opportunity to all applicants and employees. All applications will be considered without regard to race, color, religion, gender, national origin, age, disability, marital or veteran status, sexual orientation, and other status protected by applicable laws.
Reporting to – Global Head of Sales
Fitch Solutions is committed to building and delivering consistent world-class proactive customer service and engagement to:
1. Onboard customers effectively such that they gain maximum benefit from the solutions they have purchased.
2. Improve customer retention through product engagement
3. Identify opportunities to up-sell and cross-sell
4. To provide usage and utilization information to support product development and sales execution
5. Understand customer needs and tailor services to meet needs
The role is global in remit and covers:
1. Developing and implementing a customer service strategy to meet stated objectives.
2. Recruitment, development and management of resources within the department.
3. Implementing and developing accurate and timely reporting, to focus departmental performance and customer measurement / profiling.
4. Working with product and sales to identify sales opportunities.
5. Deploying outreach and marketing campaigns to the customer base.
6. Introducing initiatives to drive efficiency and overall business benefit
7. Leading a process of continuous improvement
Requirements:
· Track record of implementing and developing successful client service strategies in a multi-national B2B organization (ideally within a credit information business)
· High degree of competence in utilizing customer metrics and CRM to inform segmentation and profiling to efficiently and effectively deploy resources to meet stated objectives
· Commercial and demonstrating an evidence based management approach
· Experience in implementing technologies and/or technology partners to enhance efficiencies and or deliver to strategic objectives
· Several years experience of people management, directly and through managers, with a global with a global dimension.
· Demonstrates leadership ability
· Demonstrate and evidence a passion for customer service
· Excellent communication skills
· Pro-active
· Resilient and adaptable
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