Client Service Training Manager

Focus Partners Wealth•Needham, MA

12d•Onsite

About The Position

This role is for Internal Focus Financial Partners or Focus Partners Wealth employees only. 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. The Client Service Training Manager serves as the Client Service organization's primary leader for enterprise training, onboarding, and associate development. Operating with a high degree of autonomy, the role acts as an extension of the Client Service Leadership Team, ensuring learning strategies, operational knowledge, and development initiatives remain aligned with organizational priorities, evolving business needs, and the consistent execution of the Focus Partners Wealth operating model across all divisions. Beyond new hire onboarding, this role owns the ongoing development of Client Service associates by ensuring they remain current on new platforms, technologies, workflows, policies, service standards, and business initiatives. In partnership with the Service & Operations Integration Manager, responsibility for continued education and reinforcement transitions to this role following integration activities, ensuring associates receive ongoing coaching and support as they transition into steady-state operations. As this is a newly established role, responsibilities will continue to evolve as organizational priorities change. The successful candidate will demonstrate flexibility, initiative, and a continuous improvement mindset to help shape the future of Client Service training and development.

Requirements

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.
Excels in creating training materials and documentation.
Must be 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.
This position is an exempt position.

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 Integration Manager to transition newly integrated associates into ongoing development programs.
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.
Maintain the Client Service training and knowledge library on the Beat and ensure documentation remains standardized and current.
Develop and monitor training metrics, onboarding outcomes, assessments, and feedback.
Capture lessons learned and continuously improve training playbooks, curriculum, and development resources.