Head of Client and Learner Services

Fitch Group; Manchester; On-site; GBP 110,000 - 150,000; Full time

Benefits offered by this job

Hybrid work environment

Leadership development programs

Tuition reimbursement

Healthcare offerings

Parental leave

Volunteer days

Inclusive culture

Job summary

Fitch Group, via Fitch Learning, seeks a Head of Client and Learner Services Certifications to lead global certification and learning solutions from our Manchester base. You will partner with experts to deliver world-class financial services education and manage client experience across regions.

You’ll drive operational excellence, governance, and innovation, including AI-enabled tooling, while developing a high-performing team in a hybrid work model.

Qualifications

• Extensive experience delivering large, complex client projects across regions.
• Proven ability to lead client- and learner-facing operations and develop managers.
• Strong track record of building client relationships and delivering service excellence.

Responsibilities

• Lead delivery of multiple certification and learning solutions with high client and learner standards globally.
• Collaborate with stakeholders and SMEs to design and deliver learning experiences.
• Build relationships with internal/external partners to enable scalable programme delivery.
• Own operational KPIs, ensure timelines, and maintain governance and financial controls.
• Drive innovation through AI tools, automation, and process improvements.
• Lead and develop a diverse team fostering accountability and excellence.

Skills

Leadership

Stakeholder management

Project management

Client service

Change management

Budget awareness

Communication

Team development

Tools

AI-enabled tools

Job description

This job is with Fitch Group, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Fitch Learning is a leader in financial services training. With unrivaled breadth and depth, the company delivers learning solutions for apprentices, graduates, and those with 10+ years’ experience in Financial Services. Our offerings include expert faculty, e-learning, coaching, and blended assessments, improving individual and collective business performance.

Working at Fitch Learning provides the opportunity to be part of a global leader in financial education, committed to delivering cutting-edge training solutions. You\'ll collaborate with a team of experts dedicated to empowering professionals with the skills and knowledge needed to excel in the finance industry. By joining us, you\'ll be at the forefront of innovation in professional education, contributing to impactful learning experiences that drive career advancement and industry success.

Fitch Learning is currently seeking a Head of Client and Learner Services Certifications based out of our Manchester office.

About the Team

The Client and Learner Services team is responsible for the successful delivery of sophisticated learning programmes and qualifications to clients and learners globally. This team works closely with internal stakeholders, faculty, external partners, and operational teams to ensure a high-quality client and learner experience while driving continuous improvement across delivery and service operations.

How You’ll Make an Impact

• Lead the successful delivery of multiple certification and learning solutions, ensuring a high standard of client and learner service across global programmes.
• Direct collaboration across key internal stakeholders and subject matter experts to design and deliver world-class financial services learning experiences aligned to business and client needs.
• Build and manage strong relationships with internal and external stakeholders, including global institutes, exam delivery providers, trainers, and educators, to support consistent and scalable programme delivery.
• Own key operational performance measures, ensuring client and learner experience KPIs are achieved, project timelines are met, and financial controls and governance processes remain robust and effective.
• Drive innovation across the function through the adoption of AI-enabled tools, automation, and process improvements that enhance operational efficiency, learning delivery, and service quality.
• Lead, develop, and inspire a diverse team of learning professionals, fostering a culture of accountability, continuous improvement, and operational excellence.

You May Be a Good Fit if

• You have significant experience delivering large, complex client projects across multiple regions, ideally within learning, education, or professional services environments.
• You have proven experience leading client- and learner-facing operational teams and developing high-performing managers and teams.
• You have a strong track record of building and managing client relationships and delivering service excellence in a fast-paced environment.
• You have experience managing budgets, invoicing, and financial controls, with a clear understanding of governance and operational risk management.

What Would Make You Stand Out

• Experience in financial services, professional education, or certification-based learning environments.
• A strong project management mindset with a focus on execution, delivery, and stakeholder coordination.
• Demonstrated success in improving processes, driving operational effectiveness, and leading change initiatives.
• Understanding of market dynamics, competition, and macroeconomic factors relevant to the learning or financial services sectors.

Why Choose Fitch

• Hybrid Work Environment: 3 days per week in the office; 2 days remote
• 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 and tuition reimbursement programs that empower you to achieve your short and long-term goals
• Promoting Health & Wellbeing: Comprehensive healthcare offerings that enable physical, mental, financial, social, and occupational wellbeing
• Supportive Parenting Policies: Family-friendly policies, including a generous global parental leave plan, designed to help you balance career and family life effectively
• Inclusive Work Environment: A collaborative workplace where all voices are valued, with Employee Resource Groups that unite and empower our colleagues around the globe
• Dedication to Giving Back: Paid volunteer days, matched funding for donations and ample opportunities to volunteer in your community

At Fitch Group, the combined power of our global perspectives is what differentiates us. Our global network of colleagues comes together to accomplish things greater than they ever could alone.

Every team member is essential to our business and each perspective is critical to our success. We embrace a diverse culture that encourages a free exchange of ideas, guaranteeing your voice will be heard and your work will have an impact, regardless of seniority.

Head of Client and Learner Services • Manchester, Manchester, United Kingdom