Manager, Service & Operations Training

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 teams 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 $100000-$120000 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 applicants 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 candidates 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 candidates skillset and without regard to an employee or candidates 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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Required Experience:

Manager