Enterprise Client Service Training Lead

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

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.