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Client Service Training Manager

Needham, MA

This role is for Internal Focus Financial Partners or Focus Partners Wealth employees only. 

 

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.

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.

 

 

Key Responsibilities 

Training Strategy & Program Management

• 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.

Enterprise Training & Organizational Readiness

• 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.

Onboarding & Associate Development 

• 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.

Operational Transition & Ongoing Associate Support

• 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.

Knowledge Management & Continuous Improvement 

• 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.

 

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.

• 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. The annualized base pay range for this role is expected to be between $95,000-$120,000. Actual base pay could vary based on factors including but not limited to experience, subject matter expertise, geographic location where work will be performed, and the applicant's skill set.  The base pay is just one component of the total compensation package for employees.  Other rewards may include an annual cash bonus and a comprehensive benefits package

#LI-KJ2

 

Focus Partners Wealth is an organization of wealth, asset, and business management resources that brings strength, innovation, and partnership to client relationships. Through a comprehensive range of services, Focus Partners Wealth supports clients at every stage of life, helping them manage their financial future. With over $180 billion in regulatory assets under management, Focus Partners Wealth uses research-backed investment strategies to create custom-built portfolios and delivers personalized wealth planning solutions to clients in all 50 states. Focus Partners Wealth is part of Focus Financial Partners, a leading financial services firm comprised of wealth management, family office, and business management services. To learn more about Focus Partners Wealth, visit focuspartners.com or follow the company on LinkedIn.

Focus is an equal opportunity employer and bases its employment decisions on the employee or candidate’s skillset, and without regard to an employee or candidate’s 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 careers@focuspartners.com.

For Indiana Applicants: It is unlawful for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.

For Maryland Applicants: I UNDERSTAND THAT UNDER MARYLAND LAW, AN EMPLOYER MAY NOT REQUIRE OR DEMAND, AS A CONDITION OF EMPLOYMENT, PROSPECTIVE EMPLOYMENT OR CONTINUED EMPLOYMENT, THAT ANY INDIVIDUAL SUBMIT TO OR TAKE A POLYGRAP OR SIMILAR TEST.  AN EMPLOYER WHO VIOLATES THIS LAW IS GUILTY OF A MISDEMEANOR AND SUBJECT TO A FINE NOT EXCEEDING $100. 

For California Applicants: Information on your California privacy rights can be found here

For Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment.  An employer who violates this shall be subject to criminal penalties and civil liability. 

For Montana Applicants: If hired, the employment relationship is governed by the Wrongful Discharge from Employment Act. Mont. Code Ann. Section 39-2-901.

For Rhode Island Applicants: Focus is subject to Chapters 29-38 of Title 28 of the General Laws of Rhode Island and is therefore covered by the state’s workers’ compensation law. If you willfully provide false information about your ability to perform the essential functions of the job, with or without reasonable accommodations, you may be barred from filing a claim under the provisions of the Workers’ Compensation Act of the State of Rhode Island if the false information is directly related to the personal injury that is the basis for the new claim for compensation.  The Company complies fully with the Americans with Disabilities Act.

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