Manager, Service & Operations Training

Focus Financial Partners; United States; Remote; USD 100,000 - 120,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life insurance

401(k)

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. The role defines strategy, governance, and a measurement framework to on‑board and develop talent across divisions.

Reporting to senior leadership, you will lead a team of Training Leads, drive a scalable curriculum, and manage the learning technology roadmap while partnering with Operations, Compliance, HR, and advisory leadership.

Qualifications

• 8+ years in learning and development, enablement, or related field.
• 3+ years of direct people management experience.
• Experience designing enterprise onboarding and scalable learning processes.
• Strong knowledge of adult learning and learning technology.

Responsibilities

• Define training strategy, structure, and standards for enterprise and divisions.
• Lead the training team, set goals, accountability, and development plans.
• Govern curriculum architecture, learning paths, and measurement tools.
• Ensure readiness for new systems, policies, and operating initiatives.
• Partner with HR and leadership to drive cross‑functional adoption and governance.
• Monitor readiness, time to proficiency, feedback, and business impact.

Skills

Adult learning

Instructional design

Change management

Executive communication

People leadership

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.

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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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 [e-mail]

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For Rhode Island Applicants: Focus is subject to Chapters 29-38 of Title 28 of the General Laws of Rhode Island and is therefore covered by the state’s workers’ compensation law. If you willfully provide false information about your ability to perform the essential functions of the job, with or without reasonable accommodations, you may be barred from filing a claim under the provisions of the Workers’ Compensation Act of the State of Rhode Island if the false information is directly related to the personal injury that is the basis for the new claim for compensation. The Company complies fully with the Americans with Disabilities Act.