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:

• 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.

• 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.

• 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.

• 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.

• 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.

• 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…