Operations Director
Fitch Solutions
5d ago

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, employees work in an environment where they can be their true selves.

Our inclusive and progressive approach helps us to keep a balanced perspective.

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.

Fitch 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.

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, Chicago, London, Singapore, Hong Kong and Dubai, providing services to many of the world’s top banks and financial institutions.

Fitch Learning is part of the wider Fitch Group which includes; Fitch Ratings and Fitch Solutions. Agile and fast-paced we are able to tailor our solutions to a wide range of Financial Services clients with operations in more than 30 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, start-up like environment with considerable financial backing and stability that you associate with a larger corporate.

It’s a place where you can really make a difference and progress in your career.

Role Purpose :

Aligned with our corporate strategy we have an ambition to continuously improve the operational effectiveness and efficiency of our business whilst we grow and enhance our organization.

To that end, we now seek an experienced and senior Operations Director who can help shape and scale our operational delivery.

You will be responsible for three key parts of the service we offer clients the learner experience, the project management of custom client programmes ( programme management’), and the management, planning and utilisation of our faculty.

Whilst these core parts of your role will be the main focus, you will also supply general corporate services to the business, depending on resources and teams within our parent group to deliver service to your stakeholders including legal, risk management and IT.

Your focus on this role will be to create scalable teams and processes that grow with our organisation, replacing legacy processes with new, innovative approaches to ensure our learner and client experience continues to be a differentiator compared to our competitors.

Based in London to align with our largest operations presence you will work with a global team of reports and peers. Teams managed directly include Client Services, Programme Management, Planning and Faculty.

Whilst this role is not accountable directly for revenue, we value commerciality in all of our senior team and this role would expect to be client facing as requires.

Role Accountabilities :

Team Leadership

  • Lead the global Client Services, Programme Management and Planning teams, developing a high performance, agile working environment that is able to adapt, change and grow.
  • Manage the internal (and external) resources to deliver against defined service level agreements to stakeholders.
  • Develop a flex’ model of supply, drawing on technological innovation, 3rd party provision and agile working to meet seasonal activity.
  • Deliver against key performance indicators, examples of which include Client Service response times, speed of resolution, learner satisfaction, escalations Programme Management client and tutor satisfaction, project documentation, timely completion Planning response times, speed of resolution, faculty utilisation, skills improvement
  • Support teams in their development by providing expert direction and opportunities to create next gen leaders.as required.
  • Oversee team interaction, communications and training
  • Driving Operations Change

  • Help embed new technology solutions to drive improvements in team performance.
  • Document processes and procedures to allow global consistency and compliance, leveraging on Group, and regional expertise appropriately.
  • Consider operating model strategically, looking at new approaches to ensure better performance of the operation approaches, including team remits, outsourcing, technology solutions, service changes.
  • Providing Corporate Services

  • Act as a facilitator between business and Fitch Group teams to provide corporate services legal, risk management, IT.
  • Provide advisory services to stakeholders to help them work with these services productively.
  • Risk

  • Help lead and steer our risk and compliance obligations.
  • Role Requirements : Essential


  • Significant experience (>
  • 5 years) in working in an operations function within a global professional services organisation

  • Solid background of Mentoring, Conflict Management, Negotiation, Problem Solving, Stakeholder engagement, Team Building and Facilitation
  • Strong business acumen with a knowledge of governance and ability to influence both people and outcomes
  • Demonstrable experience of management of processes & functions
  • Technical Competence : Data Dashboards, Statistics for Senior Management presentations
  • Desirable

  • Experience managing Learning & Development projects
  • 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.

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