Client Service Training Manager

Focus Partners; Needham (MA); Hybrid; USD 95,000 - 140,000; Full time

Job summary

Focus Partners Wealth seeks a Client Service Training Manager to lead the enterprise client service training strategy, designing scalable onboarding, learning programs, and role-based development that enable consistent adoption of the Focus Partners Wealth operating model.

The role partners with Client Service Leadership, Core Operations, Platform Operations, Advisory Leadership, Technology, Compliance, HR, and other partners to drive service delivery and operational excellence.

Responsibilities

• Develop and execute the enterprise Client Service training strategy, driving consistency in onboarding, training standards, learning resources, and role-based development across all Focus Partners Wealth divisions while identifying opportunities to standardize and improve the associate learning experience.
• Develop and maintain onboarding programs, role-based learning paths, curriculum, training calendars, and learning metrics.
• Develop training materials, job aids, reference guides, videos, and other learning resources that support consistent adoption across all Client Service teams.
• Partner with Client Service Leadership to identify development priorities and future capability needs.
• Lead enterprise-wide training for new processes, workflows, systems, technologies, service standards, and operational initiatives.
• Collaborate with Client Service, Core Operations, Platform Operations, Technology, Compliance, HR, Learning & Development, and other business partners to translate operational and business changes as well as new initiatives into scalable training programs and learning experiences for Client Service team members.
• Lead onboarding for all new Client Service associates.
• Partner with managers to create individualized onboarding and development plans.
• Serve as the primary point of contact during onboarding and the trusted resource after formal training concludes.
• Monitor onboarding effectiveness and continuously improve the onboarding experience.
• Provide ongoing communication to Client Service managers regarding associate onboarding, training progress, competency development, knowledge gaps, and recommendations for continued coaching and professional development.
• Partner closely with the Service & Operations

Job description

Position Summary

The Client Service Training Manager leads the enterprise Client Service training strategy, designing scalable onboarding, learning programs, and role-based development that enable the consistent adoption and execution of the Focus Partners Wealth operating model. The role partners closely with Client Service Leadership, Core Operations, Platform Operations, Advisory Leadership, Technology, Compliance, Human Resources, and other business partners to develop and execute learning strategies that drive consistent service delivery, operational excellence, and ensures associates have the knowledge, skills, and resources needed to successfully support advisors and clients.

Position Summary

The Client Service Training Manager leads the enterprise Client Service training strategy, designing scalable onboarding, learning programs, and role-based development that enable the consistent adoption and execution of the Focus Partners Wealth operating model. The role partners closely with Client Service Leadership, Core Operations, Platform Operations, Advisory Leadership, Technology, Compliance, Human Resources, and other business partners to develop and execute learning strategies that drive consistent service delivery, operational excellence, and ensures associates have the knowledge, skills, and resources needed to successfully support advisors and clients. The Client Service Training Manager serves as the Client Service organization's primary leader for enterprise training, onboarding, and associate development. Operating with a high degree of autonomy, the role acts as an extension of the Client Service Leadership Team, ensuring learning strategies, operational knowledge, and development initiatives remain aligned with organizational priorities, evolving business needs, and the consistent execution of the Focus Partners Wealth operating model across all divisions. Beyond new hire onboarding, this role owns the ongoing development of Client Service associates by ensuring they remain current on new platforms, technologies, workflows, policies, service standards, and business initiatives. In partnership with the Service & Operations Integration Manager, responsibility for continued education and reinforcement transitions to this role following integration activities, ensuring associates receive ongoing coaching and support as they transition into steady-state operations. As this is a newly established role, responsibilities will continue to evolve as organizational priorities change. The successful candidate will demonstrate flexibility, initiative, and a continuous improvement mindset to help shape the future of Client Service training and development.

Our preference is to have someone work in Chicago, IL or St. Louis 3 days/week. However, we are open to having someone work Remotely with light travel if they meet all the qualifications.

Key Responsibilities

Training Strategy & Program Management

• Develop and execute the enterprise Client Service training strategy, driving consistency in onboarding, training standards, learning resources, and role-based development across all Focus Partners Wealth divisions while identifying opportunities to standardize and improve the associate learning experience.
• Develop and maintain onboarding programs, role-based learning paths, curriculum, training calendars, and learning metrics.
• Develop training materials, job aids, reference guides, videos, and other learning resources that support consistent adoption across all Client Service teams.
• Partner with Client Service Leadership to identify development priorities and future capability needs.

Enterprise Training & Organizational Readiness

• Lead enterprise-wide training for new processes, workflows, systems, technologies, service standards, and operational initiatives.
• Collaborate with Client Service, Core Operations, Platform Operations, Technology, Compliance, HR, Learning & Development, and other business partners to translate operational and business changes as well as new initiatives into scalable training programs and learning experiences for Client Service team members.

Onboarding & Associate Development

• Lead onboarding for all new Client Service associates.
• Partner with managers to create individualized onboarding and development plans.
• Serve as the primary point of contact during onboarding and the trusted resource after formal training concludes.
• Monitor onboarding effectiveness and continuously improve the onboarding experience.
• Provide ongoing communication to Client Service managers regarding associate onboarding, training progress, competency development, knowledge gaps, and recommendations for continued coaching and professional development.

Operational Transition & Ongoing Associate Support

• Partner closely with the Service & Operations