Senior Director, Head of Client Support

Senior Director, Head of Client Support

Requisition

Business Unit:
Fitch Solutions

Category:
Operations

Location:

London, GB

Date Posted:
Feb 5, 2026

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 showcase 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 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…