Head of Enterprise Service & Operations Training

Focus Financial Partners; Illinois; On-site; USD 100,000 - 120,000; Full time

Job summary

Focus Financial Partners seeks a Manager, S&O Training to build and lead the enterprise learning function for Focus Partners Wealth Client Service. You will define the training strategy, operating model, governance, and measurement framework to drive consistent onboarding and continuous development across divisions.

You will design the learning framework, manage budgets, partner with division leaders and HR, and develop a high-accountability team of Training Leads, delivering scalable,

Qualifications

• 8+ years of experience in learning and development, training, enablement, operations, Client Service, or a related discipline; wealth management or financial services experience is strongly preferred.
• 3+ years of direct people-management experience, including demonstrated success building, scaling, and developing a team.
• Demonstrated experience designing enterprise onboarding, role-based learning, continuous-development programs, learning governance, and scalable processes for capturing subject matter expertise.
• Strong knowledge of adult learning, instructional design, facilitation, change management, and learning technology or learning-management capabilities.
• Ability to develop working fluency in FPW platforms, systems, custodians, workflows, controls, and service standards; direct experience with Salesforce, Orion, DocuSign, Schwab, Fidelity, or Pershing is preferred.
• Strong strategic judgment, project and program management, executive communication, and cross-functional influence.
• Travel as needed to support enterprise onboarding, training, and team development across FPW offices.

Responsibilities

• Define the training team's structure, service model, priorities, capacity, roles, decision rights, and standards for enterprise and division-specific learning.
• Design the overall learning framework, including training formats, delivery methods, technology, implementation standards, and measures of success.
• Build a continuous learning model spanning new-hire onboarding, role readiness, systems and process changes, integration handoffs, career development, and ongoing reinforcement.
• Own the training budget, resource plan, vendor strategy, and recommendations for learning technology, authoring tools, and learning-management capabilities.
• Lead, coach, and develop a team of Training Leads, establishing clear goals, accountability, performance expectations, and development plans.
• Balance strategic build work with immediate training demand, allocate team capacity, and establish backup coverage for critical programs.
• Create consistent facilitation, instructional-design, documentation, and coaching standards across the team.
• Develop trainers into strong program owners while building a collaborative, high-accountability team culture.
• Establish the enterprise curriculum architecture, role-based learning paths, competency frameworks, training calendar, assessment standards, and manager reinforcement tools.
• Create a governed subject matter expert model that defines content owners, reviewers, approval requirements, update cadence, and the process for converting expertise into scalable training.
• Ensure programs distinguish between enterprise standards and appropriate division-specific or custodian-specific learning.
• Set quality standards for instructor-led, virtual, self-paced, video, job-aid, and practice-based learning.
• Lead training readiness for new systems, technologies, policies, workflows, service standards, and operational initiatives.
• Coordinate with Human Resources and Learning and Development on enterprise onboarding and learning infrastructure, and with the Service & Operations Integration Manager on clear handoffs from integration to steady-state development.
• Partner with Division Leaders to identify capability priorities, align learning with business needs, and reinforce consistent adoption across divisions.
• Influence senior stakeholders, resolve competing priorities, and communicate progress, risk, and decisions clearly.
• Define and monitor measures for readiness, time to proficiency, assessment outcomes, learner and manager feedback, adoption, quality, and business impact.
• Use performance data, recurring questions, operating trends, and feedback to improve curriculum and target reinforcement.
• Ensure the Client Service knowledge library remains current, searchable, governed, and connected to training programs.

Skills

People management

Instructional design

Change management

Strategic thinking

Job description

Focus Financial Partners seeks a Manager, S&O Training to build and lead the enterprise learning function for Focus Partners Wealth Client Service. You will define the training strategy, operating model, governance, and measurement framework to drive consistent onboarding and continuous development across divisions.

You will design the learning framework, manage budgets, partner with division leaders and HR, and develop a high-accountability team of Training Leads, delivering scalable,