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Head of Client and Learner Services
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Head of Client and Learner Services Certifications – Manchester
About Fitch Learning
Fitch Learning is a leader in financial services training, offering tailored learning solutions for:
- Apprentices
- Graduates
- Professionals with 10+ years’ experience
Our expertise spans expert faculty, e-learning, coaching, and blended assessments, driving both individual and organisational performance in the finance sector.
At Fitch Learning, you’ll join a global team dedicated to pioneering innovative education for professionals, contributing to impactful learning experiences that propel careers and industry growth.
About the Role
Fitch Learning is currently seeking a Head of Client and Learner Services Certifications based in our Manchester office.
About the Team
The Client and Learner Services team is responsible for:
- Delivering sophisticated learning programmes and certifications globally
- Ensuring smooth collaboration with internal stakeholders, faculty, partners, and operational teams
- Maintaining high-quality client and learner experiences
- Driving continuous improvement across delivery and service operations
How You’ll Make an Impact
Leadership of certification and learning solutions:
- Direct the successful delivery of multiple certification and learning programmes while maintaining elite service standards.
- Ensure global programme alignment with client and business needs.
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Stakeholder collaboration:
- Engage and coordinate with internal teams, subject matter experts, global institutes, exam providers, trainers, and educators for scalable delivery.
Operational excellence & performance ownership:
- Manage key KPIs for client satisfaction, learner experience, timelines, and financial controls.
- Champion robust ** governance and risk management** processes.
Innovation & efficiency:
- Drive transformation through AI tools, automation, and process improvements, enhancing operational efficiency and learning quality.
- Develop a culture of continuous innovation and operational excellence.
Team development:
- Lead, develop, and motivate a diverse team of learning professionals, fostering accountability and high performance.
You May Be a Good Fit If
You possess:
- Significant experience delivering large, complex global projects in learning, professional education, or financial services.
- Proven track record of leading client/learner-facing operational teams and mentoring high-performing managers.
- Strong history of client relationship management and delivering excellent service in fast-paced environments.
- Hands-on experience in budgeting, invoicing, and financial controls, with deep knowledge of governance and risk management.
What Would Make You Stand Out?
- Familiarity with financial services, higher education, or certification frameworks.
- Project management expertise with stakeholder coordination, execution, and delivery focus.
- Ability to improve processes, optimise operations, and drive change initiatives.
- Awareness of market dynamics, competition, and macroeconomic trends impacting learning or finance sectors.
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Why Choose Fitch
- Hybrid Work Environment: 3 days in-office; 2 days remote
- Culture of Learning & Mobility: Access to training, leadership development, and mentorship
- Investing in Your Future:
- Retirement planning support
- Tuition reimbursement programmes
- Comprehensive Wellbeing: Health coverage for physical, mental, and occupational health
- Supportive Parenting Policies:
- Generous global parental leave
- Family-friendly benefits
- Inclusive Work Environment: Employee Resource Groups fostering diversity and collaboration
- Dedication to Giving Back: Paid volunteer days and donation-matching initiatives
At Fitch, our global perspectives create a collaborative workplace where diverse ideas drive collective success. Every role is vital — bringing unique perspectives to achieve goals beyond what individuals alone could accomplish.
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