Head of Client and Learner Services

Fitch Ratings; Manchester; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid work environment

Learning & mobility programs

Retirement planning

Healthcare offerings

Family-friendly policies

Paid volunteer days

Job summary

Fitch Ratings is seeking a Head of Client and Learner Services Certifications in Manchester. In this role, you'll lead the delivery of certification programs, collaborating with stakeholders to ensure high standards in learning services. You'll manage client relationships, drive operational excellence, and foster a high-performing team.

The position offers a hybrid work environment and opportunities for continuous learning and professional development, alongside comprehensive wellness offerings and inclusive policies.

Qualifications

• Significant experience delivering large, complex client projects in learning or professional services.
• Proven experience leading operational teams and developing managers.
• Strong track record in client relationship management.
• Experience managing budgets and financial controls.

Responsibilities

• Lead delivery of certification and learning solutions to clients globally.
• Collaborate with stakeholders to design financial services learning experiences.
• Manage relationships with internal and external stakeholders for program delivery.
• Ensure operational performance measures and KPIs are met.
• Drive innovation in operations using AI and process improvements.
• Develop and inspire a diverse team of learning professionals.

Skills

Project management

Client relationship management

Operational excellence

Team leadership

Process improvement

Job description

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.

Head of Client and Learner Services Certifications – Manchester

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.

For More Information, Please Visit Our Websites

www.fitchratings.com | www.fitchsolutions.com | www.fitchlearning.com