Director, People Services Delivery & Transformation

As a leading, global financial information services provider, Fitch Group delivers vital credit and risk insights, robust data, and dynamic tools to champion more efficient, transparent financial markets. With over 100 years of experience and colleagues in over 30 countries, Fitch Group’s culture of credibility, independence, and transparency is embedded throughout its structure, which includes Fitch Ratings, one of the world’s top three credit ratings agencies, and Fitch Solutions, a leading provider of insights, data and analytics. With dual headquarters in London and New York, Fitch Group is owned by Hearst. 

Fitch Group is currently seeking a Director, People Services Delivery & Transformation based out of our Manchester office.  

Reporting to the Global Head of Talent Acquisition & People Services, this role leads the evolution and delivery of Fitch Group’s People Services function. Building on an established operational foundation, the Director will focus on the next phase of HR transformation—advancing service design, user experience, digital enablement, and AI‑enabled capabilities.

This role carries clear end‑to‑end ownership for People Services and plays a central role in strengthening Fitch Group’s HR operating model through close partnership with HR colleagues, HR Technology, and People Analytics.

You will lead a global team of approximately 10 People Services professionals and serve as the senior point of accountability for service delivery, employee experience, governance, and continuous improvement across Fitch Group.

How You’ll Make an Impact: 

Transformation & Delivery Outcomes (First 12–18 Months)

This role has a mandate to evolve People Services beyond a service-center model into a modern, integrated, employee‑centric, and technology‑enabled function. Success will be demonstrated through clear, measurable changes, including:

• Positioning People Services as a clear, Group‑wide service owner, with defined scope, accountability, and escalation across HR


• Evolving the People Services operating model to support consistent, high‑quality delivery while enabling innovation and scale


• Strengthening service design and end‑to‑end employee experience, moving beyond transactional delivery to well‑designed, user‑centric services


• Delivering step‑change improvements in service quality, efficiency, and consistency, supported by disciplined SLAs, KPIs, and actionable MI


• Reducing manual and fragmented activity through process re‑engineering, automation, and self‑service, creating capacity for higher‑value work


• Establishing a strong and effective partnership with HR Technology, Data, and Operations teams to accelerate digital and AI‑enabled services


• Defining and progressing a governed roadmap for AI‑enabled People Services, moving from opportunity identification to scaled, value‑driven use cases


• Building a confident, transformation‑minded People Services team with the capability to operate in a more digital, product‑oriented service model

What You’ll Do

People Services Delivery & Ownership

• Lead end‑to‑end People Services delivery for Fitch Group, ensuring consistent, accurate, and compliant execution


• Act as the senior escalation point for complex employee and manager queries


• Own service standards, SLAs, and continuous improvement across the People Services portfolio

Partnership Across HR

• Work closely with HR Business Partners, Centers of Excellence, HR Technology, and People Analytics to deliver seamless, end‑to‑end HR services


• Strengthening alignment between service delivery, HR strategy, and business needs


• Translate HR and business requirements into scalable, well‑designed People Services solutions


• Ensure People Services is fully embedded within Fitch Group’s HR operating model

Process, Digital & AI Enablement

• Lead the redesign and simplification of People Services processes using structured improvement methodologies


• Identify and deliver automation, self‑service, and digital solutions that improve user experience and operational efficiency


• Partner with HR Technology and vendors to advance AI‑enabled People Services capabilities, aligned to governance and risk standards


• Develop business cases and prioritize road maps for ongoing transformation

Team Leadership

• Lead, coach, and develop a geographically dispersed People Services team


• Foster a culture of accountability, service excellence, and continuous improvement


• Build team capability in service design, process improvement, and data‑led decision making

Vendor, Data & Governance

• Manage third‑party providers to ensure service quality, value, and continuity


• Ensure strong data accuracy, controls, and governance across People Services processes


• Use insights and trends to inform capacity planning and future service design

You May be a Good Fit if:

• Significant experience transforming global People Services, HR operations, or shared services functions


• Strong knowledge of HR policies, practices, and employment legislation


• Demonstrated experience in project management and large‑scale change delivery


• Proven capability in business process reengineering, continuous improvement, or operational excellence (e.g. Lean, Six Sigma)


• Track record of leading process improvement, automation, or digital transformation initiatives


• Experience leading teams across multiple locations


• Ability to operate effectively at both strategic and hands‑on operational levels

What Would Make You Stand Out: 

• Experience shifting services from operational stability to next‑phase transformation


• Strong focus on service design and employee experience


• Experience partnering closely with HR Technology and Data teams


• Track record of delivering digital, automated, or AI‑enabled HR services


• Strong stakeholder management and influencing skills


• Data‑driven mindset with high personal ownership and attention to detail

Why Choose Fitch: 

• Hybrid Work Environment: 3 days a week in office required based on your line of business and location


• A Culture of Learning & Mobility: Dedicated trainings, 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

At Fitch, AI is embedded in how we work every day—supporting smarter decision-making, streamlining workflows, and enabling new ways to create value for our business and clients. Intelligent solutions are increasingly part of our day-to-day operations, helping teams work more efficiently and think differently as we continue to evolve. We’re looking for colleagues who are comfortable operating in an AI-enabled environment—or who are curious, adaptable, and eager to build their AI literacy over time. We value professionals who embrace technology as part of continuous learning and who are committed to using it thoughtfully to enhance how work gets done.

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 Affirmative 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. 

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