Director, Client Service Training & Onboarding

CCM ADMINISTRATIVE SERVICES LLC; Boca Raton (FL); On-site; USD 150,000 - 180,000; Full time

Benefits offered by this job

Annual incentive

Medical

Dental

Vision

Life insurance

401(k) retirement plan

Health savings accounts

Disability insurance

Pre-tax parking

Job summary

Cresset is seeking an experienced Director, Client Service Training & Development to lead onboarding and professional development across the Client Service organization. This hands-on leader will design scalable programs, partner with HR, Operations, Technology, and Compliance, and embed learning inside daily client service workflows.

The role requires travel about 75%, staying onsite during acquisitions, and building a best-in-class learning ecosystem to accelerate productivity and elevate

Qualifications

• Bachelor's degree required; advanced degree or relevant professional certification preferred.
• Minimum of 10 years of experience in wealth management, private banking, family office, or financial services, including at least 5 years supporting UHNW clients.
• Minimum of 5 years leading learning, training, onboarding, or talent development programs, preferably within an RIA or sophisticated advisory organization.
• Demonstrated expertise in designing, developing, delivering, and evaluating learning programs for adult learners, with the ability to translate complex business, operational, and regulatory concepts into practical training solutions.
• Exceptional communication and project management skills, with proven ability to lead organizational change through learning initiatives that support technology adoption, acquisitions, integrations, evolving business processes, and operational excellence.
• Experience with learning management systems (LMS), instructional design tools, virtual learning platforms, Microsoft Office, SharePoint, and other collaboration technologies.

Responsibilities

• Develop and execute the enterprise Client Service learning strategy aligned with Cresset's business objectives, growth plans, and client service model.
• Design and maintain scalable, multi-year, role-based learning programs that support onboarding, technical education, continuing education, leadership development, and career progression.
• Establish measurable learning objectives and continuously evaluate program effectiveness using operational metrics, performance outcomes, and participant feedback.
• Build, maintain, and continuously improve a centralized knowledge library that supports enterprise learning through standard operating procedures, playbooks, job aids, templates, reference materials, videos, digital learning modules, and knowledge assessments.
• Gather, evaluate, and incorporate best practices from across the organization to improve learning effectiveness, operational consistency, scalability, and the overall employee and client experience.
• Deliver engaging in-person and virtual learning programs that drive consistent adoption of enterprise processes, technology, and client service standards.
• Partner directly with Client Service teams by working alongside associates in their daily environment to understand workflows, identify improvement opportunities, and reinforce enterprise standards.
• Provide one-on-one coaching, group facilitation, mentoring, technical workshops, learning circles, and knowledge-sharing sessions that build employee capability, confidence, and performance.
• Support the implementation of new enterprise technology, products, regulatory requirements, and business processes through effective training and change management.
• Continuously evaluate training effectiveness and operational performance to identify learning opportunities and refine curriculum, delivery methods, and business outcomes.
• Design, implement, and continuously improve onboarding programs that accelerate time-to-productivity for new Client Service professionals.
• Lead onboarding and learning readiness efforts for acquired teams, ensuring successful adoption of Cresset's culture, technology, service model, and operational practices.
• Serve as a key member of acquisition integration efforts by providing hands-on training, coaching, and operational support throughout the integration lifecycle.
• Coordinate onboarding activities in partnership with Human Resources, Operations, Technology, Compliance, Investments, and other business partners.
• Travel on short notice and remain onsite for extended periods during acquisitions, integrations, and other strategic initiatives to support successful adoption of Cresset's operating model.

Skills

Learning strategy

Onboarding design

LMS & e-learning

Stakeholder collaboration

Travel readiness

Adult learning theory

Education

Bachelor's degree

Tools

LMS

SharePoint

Microsoft Office

Job description

Cresset is seeking an experienced Director, Client Service Training & Development to lead onboarding and professional development across the Client Service organization. This hands-on leader will design scalable programs, partner with HR, Operations, Technology, and Compliance, and embed learning inside daily client service workflows.

The role requires travel about 75%, staying onsite during acquisitions, and building a best-in-class learning ecosystem to accelerate productivity and elevate