Manager, Service & Operations Training

Focus Financial Partners; Alton (IL); On-site; USD 100,000 - 120,000; Full time

Job summary

Focus Financial Partners is seeking a Manager, S&O Training to build and scale the enterprise learning function for Focus Partners Wealth Client Service. You will set the training strategy, governance, and measurement framework to drive onboarding and ongoing development across divisions.

You will partner with division leaders, operations, technology, and HR to align training with priorities, lead a team of Training Leads, and own the budget and vendor strategy for learning while shaping

Qualifications

• 8+ years in learning and development or related field, with wealth management experience preferred.
• 3+ years of direct people-management experience.
• Experience designing enterprise onboarding and scalable training processes.
• Strong knowledge of adult learning, instructional design, facilitation, change management, and learning technology.

Responsibilities

• Define training strategy, structure, and service model for enterprise and divisions.
• Design learning framework, formats, delivery methods, technology, implementation standards, and measures of success.
• Build a continuous learning model spanning onboarding, role readiness, systems changes, and ongoing reinforcement.
• Own the training budget, resource plan, vendor strategy, and recommendations for learning technology and LMS.

Skills

Learning & development

Program management

Executive communication

Cross-functional collaboration

Instructional design

Change management

Facilitation

Leadership

Education

Bachelor's degree (related field)

Tools

Salesforce

Orion

DocuSign

Schwab

Fidelity

Pershing

Job description

Job Description Summary: The Manager, S&O Training builds, leads, and scales the enterprise learning function for Focus Partners Wealth Client Service. This role establishes the training strategy, team operating model, learning governance, technology roadmap, and measurement framework needed to deliver consistent onboarding and ongoing development across divisions.
The Manager designs the overall learning framework, including training formats, delivery methods, implementation standards, and measures of success, while the Training Leads bring the subject matter expertise needed to build and deliver the content. As this newly established function evolves, the Manager partners closely with Division Leaders, Core Operations, Platform Operations, Advisory Leadership, Technology, Compliance, Human Resources, Learning and Development, and the Service & Operations Integration Manager to keep training aligned with organizational priorities.

Job Description:

Key Responsibilities

Training Strategy and Function Leadership

• 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.

People Leadership and Team Development

• 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.

Program Architecture Governance and Scale

• Establish the enterprise curriculum architecture, role-based learning paths, competency frameworks, training calendar, assessment standards, and manager reinforcement tools that guide content development and delivery.
• 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.

Enterprise Deployment and Partnerships

• 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.

Measurement and Continuous Improvement

• 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.

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.

This position is an exempt position. The annualized base pay range for this role is expected to be between $100,000-$120,000 base salary compensation range. Actual base pay may vary based on factors including, but not limited to, experience, subject matter expertise, geographic location where work will be performed, and the applicant’s skill set. The base pay is just one component of the total compensation package. Other rewards may include an annual cash bonus and a comprehensive benefits package, including but not limited to medical, dental, vision, life insurance, and 401(k). Please note that the job title is subject to change based on the selected candidate’s experience and education.

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Focus is a leading financial services firm comprised of integrated wealth management, family office, and business management services. Blending deep expertise and expansive resources with a boutique, client-first fiduciary philosophy, Focus helps individuals, families, and institutions navigate complex financial situations with highly personalized solutions tailored to their unique needs. To learn more about Focus, visit or follow the company on LinkedIn .

EEO Statement : Focus is an equal opportunity employer and bases its employment decisions on the employee or candidate’s skillset, and without regard to an employee or candidate’s race, color, religion, sex (including pregnancy), gender identity, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by local, state and/or federal law.

Focus complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact

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