Job Description

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.

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.

Head of Operations MEA/APAC

Dubai

Company Brief

Fitch Learning is a global leader in financial services training. With unrivalled breadth and depth of training the company delivers strategic learning solutions to the world's largest banks, financial services firms, regulatory and government bodies, and career motivated individuals.

We have offices in London, New York, Singapore, Dubai, Hong Kong and Riyadh.

Fitch Learning is part of the wider Fitch Group which includes Fitch Ratings and Fitch Solutions.

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

The Head of Operations role leads our Middle East and Asia operations functions in the successful delivery of all sophisticated client learning programmes in those regions. 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 implementing your own portfolio of client programmes, you will develop and elevate a regional Operations and Customer Success team reporting into you, so that you and they undertake the following activities:

• Actively lead and own the implementation of the learning programmes we provide from the Fitch Learning side, being both a key client contact and local escalation point.
• 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.
• 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:

• Leading a team of client facing operational staff.
• Can demonstrate what world class Customer Success looks like.
• 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

• Project management mindset, focused on execution
• Accountability and responsiveness
• Understands what good looks like
• 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

• Asia Pacific, Middle East & Africa Leadership
• Learning Partners
• Content Managers
• Trainer team
• PMO

External

• Client logistics and management contacts
• Delegates
• Associate trainers
• Suppliers (printers, training material providers etc.)

Performance Metrics

• Customer Satisfaction Scoring and Net Promoter Score
• Client programme feedback
• Reputational feedback from internal stakeholders
• Operational error 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: | |

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.