Client Service Training Manager
Position Summary
The Client Service Training Manager leads the enterprise Client Service training strategy, designing scalable onboarding, learning programs, and role-based development that enable the consistent adoption and execution of the Focus Partners Wealth operating model. The role partners closely with Client Service Leadership, Core Operations, Platform Operations, Advisory Leadership, Technology, Compliance, Human Resources, and other business partners to develop and execute learning strategies that drive consistent service delivery, operational excellence, and ensures associates have the knowledge, skills, and resources needed to successfully support advisors and clients.
Key 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.
Onboard 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.
Maintain the Client Service training and knowledge library on the Beat and ensure documentation remains standardized and current.
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.
Assume ownership of continued training and reinforcement following integration activities. Provide ongoing support by answering associate questions, reinforcing best practices, identifying knowledge gaps, and connecting associates with subject matter experts.
Identify recurring questions and operational trends to proactively enhance training materials and documentation.
Develop and monitor training metrics, onboarding outcomes, assessments, and feedback. Capture lessons learned and continuously improve training playbooks, curriculum, and development resources.
Qualifications
5+ years of experience in Client Service, Wealth Management, Operations, Training, or Learning & Development.
Experience designing and implementing enterprise training programs.
Excellent verbal and written communication, presentation (virtual and in-person), and interpersonal skills.
Experience supporting operational, process improvement, or technology-related initiatives.
Strong project management, communication, facilitation, and organizational skills.
Ability to influence without direct authority and build strong cross-functional partnerships.
Experience documenting business processes, workflows, and operating procedures.
Fluent working with Charles Schwab, Fidelity and familiarity with Pershing also.
Mastery of Salesforce, Orion, DocuSign, and all other relevant Focus Partner Systems.
Travel as needed to support onboarding and training across all FPW offices.