Head of Client and Learner Services

This job is with Fitch Group, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly. 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. 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. Fitch Learning is currently seeking a Head of Client and Learner Services Certifications based out of our Manchester office. About the Team The Client and Learner Services team is responsible for the successful delivery of sophisticated learning programmes and qualifications to clients and learners globally. This team works closely with internal stakeholders, faculty, external partners, and operational teams to ensure a high-quality client and learner experience while driving continuous improvement across delivery and service operations. How You’ll Make an Impact Lead the successful delivery of multiple certification and learning solutions, ensuring a high standard of client and learner service across global programmes. Direct collaboration across key internal stakeholders and subject matter experts to design and deliver world-class financial services learning experiences aligned to business and client needs. Build and manage strong relationships with internal and external stakeholders, including global institutes, exam delivery providers, trainers, and educators, to support consistent and scalable programme delivery. Own key operational performance measures, ensuring client and learner experience KPIs are achieved, project timelines are met, and financial controls and governance processes remain robust and effective. Drive innovation across the function through the adoption of AI-enabled tools, automation, and process improvements that enhance operational efficiency, learning delivery, and service quality. Lead, develop, and inspire a diverse team of learning professionals, fostering a culture of accountability, continuous improvement, and operational excellence. You May Be a Good Fit if You have significant experience delivering large, complex client projects across multiple regions, ideally within learning, education, or professional services environments. You have proven experience leading client- and learner-facing operational teams and developing high-performing managers and teams. You have a strong track record of building and managing client relationships and delivering service excellence in a fast-paced environment. You have experience managing budgets, invoicing, and financial controls, with a clear understanding of governance and operational risk management. What Would Make You Stand Out Experience in financial services, professional education, or certification-based learning environments. A strong project management mindset with a focus on execution, delivery, and stakeholder coordination. Demonstrated success in improving processes, driving operational effectiveness, and leading change initiatives. Understanding of market dynamics, competition, and macroeconomic factors relevant to the learning or financial services sectors. Why Choose Fitch Hybrid Work Environment: 3 days per week in the office; 2 days remote A Culture of Learning