Fitch Group
Head of Client and Learner Services
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Head of Client and Learner Services – Certifications Based at Fitch Learning in Manchester, UK
About Fitch Learning
Fitch Learning is a leader in financial services training, offering learning solutions across all career stages—from apprentices to professionals with 10+ years’ experience. Our portfolio includes expert faculty-led programmes, e-learning, coaching, and blended assessments, designed to elevate both individual and organisational performance.
Join a global leader in financial education, where innovation meets excellence. You’ll collaborate with experts dedicated to equipping professionals with the skills and knowledge they need to thrive. By working here, you’ll lead—and shape—the future of professional education, driving career growth and industry success.
About the Role
The Head of Client and Learner Services – Certifications will oversee the delivery of sophisticated learning programmes and certification credentials to global clients and learners. Reporting to senior leadership, you will partner with faculty, internal stakeholders, external partners, and operational teams to ensure a high-quality client and learner experience while championing continuous improvement in service and operational efficiency—all while based at our Manchester headquarters.
Key Responsibilities
Strategic Leadership
- Lead the successful execution of certification and learning solutions, delivering a consistent global standard for service excellence.
- Collaborate closely with subject matter experts, internal stakeholders, clients, and external partners (e.g., exam boards, industry institutes, trainers) to design world-class financial education programmes.
- Align learning solutions with business objectives and client needs, ensuring market relevance and scalability.
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Operational Excellence
- Own key performance indicators (KPIs) for client and learner satisfaction, project timelines, and adherence to financial controls and governance protocols.
- Optimise processes through AI-enabled tools, automation, and continuous process reviews, enhancing operational efficiency and service quality.
- Drive risk management while ensuring compliance with industry standards and company policies.
Team Development
- Cultivate a collaborative learning culture, mentoring and developing a diverse team to achieve operational excellence.
- Foster accountability, continuous improvement, and agility within the team to respond dynamically to business demands.
Requirements
Must-Haves
- Proven track record in delivering large-scale, complex client projects across multiple global regions in learning, education, or professional services.
- Extensive experience leading operational teams, with a focus on client and learner engagement, while nurturing high-performing managers.
- Strong expertise in relationship management, delivering service excellence in fast-paced environments.
- Hands-on experience with budget management, invoicing, and governance, ensuring financial transparency and operational integrity.
- Exceptional project management skills, with a focus on execution and stakeholder alignment.
Desirable Qualities
What Will Set You Apart
- Industry-specific experience in financial services, professional education, or certification-based learning.
- A data-driven approach to process improvement, with a strategic mindset to transform operational efficiency.
- Market awareness of financial services trends, competition dynamics, and macroeconomic factors influencing education.
- Passion for innovation and change management within professional development frameworks.
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Why Fitch Learning?
Benefits & Culture
- Hybrid Working: 3 days in-office, 2 days remote for flexibility and balance.
- Energy to Excite: Access to dedicated training, leadership development, and mentorship programmes—your growth is prioritised.
- Long-Term Investments: Retirement planning and tuition reimbursement to support your career and personal goals.
- Wellbeing Focus: Comprehensive healthcare programmes, including mental health support and holistic wellbeing resources.
- Family-Friendly: Generous global parental leave and policies tailored to support work-life balance.
- Inclusive Community: School of Voices, inclusive thorough our colleagues self-declared identity networks.
- Dedication to Giving Back: Paid volunteer days and donor-matching programmes to empower you to contribute to meaningful causes.
About Our People
At Fitch, our global perspective is our strength. We’re driven by ideas—disseminate by diverse perspectives, and we ensure that every voice shapes the path forward regardless of seniority. Your expertise matters.
For more information, visit: www.fitchratings.com | www.fitchsolutions.com | www.fitchlearning.com
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