DIRECTOR, CLIENT SERVICE TRAINING & DEVELOPMENT

Cresset Capital•Boca Raton, FL

8d•$150,000 - $180,000•Onsite

About The Position

Cresset is seeking an experienced and dynamic Director, Client Service Training & Development to lead the strategy, design, delivery, and continuous evolution of onboarding and professional development programs for the Client Service organization. This leader will play a critical role in ensuring every Client Service professional—from new hires to experienced team members—has the knowledge, skills, confidence, and resources to consistently deliver an exceptional client experience. As Cresset continues to grow, this role will establish and scale a best-in-class learning ecosystem that accelerates onboarding, strengthens technical expertise, reinforces operational excellence, and supports career development across all Client Service roles. By partnering closely with Client Service leadership, Human Resources, Operations, Technology, Compliance, Investments, and other business partners, the Director will develop practical, engaging learning experiences that improve performance, drive operational consistency, and elevate both the employee and client experience. Success in this role requires a highly collaborative, hands-on approach. The Director will spend significant time embedded with Client Service teams, learning their workflows, coaching in real time, reinforcing best practices, and ensuring learning is delivered within the context of serving clients. During acquisitions and integrations, the Director will serve as an on-the-ground partner, embedding with newly joining teams for extended periods to accelerate adoption of Cresset's operating model and support a seamless transition for employees and clients. This highly visible, office-based role requires approximately 75% travel.

Requirements

Bachelor's degree required; advanced degree or relevant professional certification preferred.
Minimum of 10 years of experience in wealth management, private banking, family office, or financial services, including at least 5 years supporting ultra-high-net-worth (UHNW) clients.
Minimum of 5 years leading learning, training, onboarding, or talent development programs, preferably within an RIA or sophisticated advisory organization supporting client-facing teams.
Demonstrated expertise in designing, developing, delivering, and evaluating learning programs for adult learners, with the ability to translate complex business, operational, and regulatory concepts into practical training solutions.
Exceptional communication and project management skills, with proven ability to lead organizational change through learning initiatives that support technology adoption, acquisitions, integrations, evolving business processes, and operational excellence.
Experience with learning management systems (LMS), instructional design tools, virtual learning platforms, Microsoft Office, SharePoint, and other collaboration technologies.
Willingness and ability to travel approximately 75%, including extended onsite stays during acquisitions, integrations, and other strategic initiatives.

Responsibilities

Develop and execute the enterprise Client Service learning strategy aligned with Cresset's business objectives, growth plans, and client service model.
Design and maintain scalable, multi-year, role-based learning programs that support onboarding, technical education, continuing education, leadership development, and career progression.
Establish measurable learning objectives and continuously evaluate program effectiveness using operational metrics, performance outcomes, and participant feedback.
Build, maintain, and continuously improve a centralized knowledge library that supports enterprise learning through standard operating procedures, playbooks, job aids, templates, reference materials, videos, digital learning modules, and knowledge assessments.
Gather, evaluate, and incorporate best practices from across the organization to improve learning effectiveness, operational consistency, scalability, and the overall employee and client experience.
Deliver engaging in-person and virtual learning programs that drive consistent adoption of enterprise processes, technology, and client service standards.
Partner directly with Client Service teams by working alongside associates in their daily environment to understand workflows, identify improvement opportunities, and reinforce enterprise standards.
Provide one-on-one coaching, group facilitation, mentoring, technical workshops, learning circles, and knowledge-sharing sessions that build employee capability, confidence, and performance.
Support the implementation of new enterprise technology, products, regulatory requirements, and business processes through effective training and change management.
Continuously evaluate training effectiveness and operational performance to identify learning opportunities and refine curriculum, delivery methods, and business outcomes.
Design, implement, and continuously improve onboarding programs that accelerate time-to-productivity for new Client Service professionals.
Lead onboarding and learning readiness efforts for acquired teams, ensuring successful adoption of Cresset's culture, technology, service model, and operational practices.
Serve as a key member of acquisition integration efforts by providing hands-on training, coaching, and operational support throughout the integration lifecycle.
Coordinate onboarding activities in partnership with Human Resources, Operations, Technology, Compliance, Investments, and other business partners.
Travel on short notice and remain onsite for extended periods during acquisitions, integrations, and other strategic initiatives to support successful adoption of Cresset's operating model.