Director, Learner and Client Services Manager

Fitch Group, Inc., Fitch Ratings, Inc., Fitch Solutions Group; London; Hybrid; GBP 40,000 - 80,000

Job description

Fitch Learning is currently seeking a Client and Learner Services Manager based out of our Manchester office.

Fitch Learning is a leader in financial services training. With unrivaled breadth and depth, the company delivers learning solutions for apprentices, graduates, and those with 10+ years’ experience in Financial Services. Our offerings include expert faculty, e-learning, coaching, and blended assessments, improving individual and collective business performance. Fitch Learning is a Fitch Solutions company.

Working at Fitch Learning provides the opportunity to be part of a global leader in financial education, committed to delivering cutting-edge training solutions. You'll collaborate with a team of experts dedicated to empowering professionals with the skills and knowledge needed to excel in the finance industry. By joining us, you'll be at the forefront of innovation in professional education, contributing to impactful learning experiences that drive career advancement and industry success.

The Client and Learner Services Manager leads our Client and Learner Services Team in the successful delivery of sophisticated learning programmes and solutions across the world.

Our learning programmes are impactful and engaging – combining e-learning and instructor-led elements to create innovative and effective solutions that lead the industry. As well as delivering your own portfolio of client programmes, you will develop and elevate a Client and Learner Services team.

How You’ll Make an Impact:

• Actively lead and be accountable for the successful delivery of learning solutions and the delivery of client and learner service excellence.
• Develop strong relationships with internal and external stakeholders and vendors, such as global institutes and exam delivery providers, ensuring SLAs are achieved.
• Ensure that key KPIs on client and learner experience are achieved, that agreed project timelines are adhered to and financial quality controls are in place, robust and regularly reviewed.
• Drive operational improvements as part of a wider global program of ongoing operational enhancements.
• Lead a diverse team of learning professionals, setting high standards of performance and creating a team focused on operational excellence.

You May be a Good Fit if:

• Delivering large and complicated client programmes and projects.
• Experience leading a team of client-facing operational staff.
• Proven track record in managing client relationships successfully.

What Would Make You Stand Out:

• Project management mindset, focused on execution.
• Adept at influencing different stakeholders and dependents.
• Track record in improving processes and operational effectiveness.
• Understanding of the local market, competition and macro-economic factors.

Why Choose Fitch:

• Hybrid Work Environment: 3 days a week in office required based on your line of business and location.
• A Culture of Learning & Mobility: Dedicated trainings, leadership development and mentorship programs designed to ensure that your time at Fitch will be a continuous learning opportunity.
• Investing in Your Future: Retirement planning and tuition reimbursement programs that empower you to achieve your short and long-term goals.
• Promoting Health & Wellbeing: Comprehensive healthcare offerings that enable physical, mental, financial, social, and occupational wellbeing.
• Supportive Parenting Policies: Family-friendly policies, including a generous global parental leave plan, designed to help you balance career and family life effectively.
• Inclusive Work Environment: A collaborative workplace where all voices are valued, with Employee Resource Groups that unite and empower our colleagues around the globe.
• Dedication to Giving Back: Paid volunteer days, matched funding for donations and ample opportunities to volunteer in your community.

Fitch is committed to providing global securities markets with objective, timely, independent and forward-looking credit opinions. To protect Fitch’s credibility and reputation, our employees must take every precaution to avoid conflicts of interest or any appearance of a conflict of interest. Should you be successful in the recruitment process at Fitch Ratings you will be asked to declare any securities holdings and other potential conflicts prior to commencing employment. If you, or your immediate family, have any holdings that may conflict with your work responsibilities, you may be asked to divest yourself of them before beginning work.

Fitch is proud to be an Equal Opportunity and Affirmative Action Employer. We evaluate qualified applicants without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, disability, protected veteran status, and other statuses protected by law.