Client Services Training Manager

Capital

Sofia City, Bulgaria
On-site
Learning strategy and execution
Onboarding program design and delivery
Refresher and upskilling programs
Own the learning strategy and execution for Client Services by designing onboarding curricula, certification pathways, upskilling, and refresher programs that improve first contact resolution, reduce avoidable escalations, and maintain high accuracy and compliance in a regulated environment

Job Summary

  • Own the learning strategy and execution for Client Services by designing onboarding curricula, certification pathways, upskilling, and refresher programs that improve first contact resolution, reduce avoidable escalations, and maintain high accuracy and compliance in a regulated environment.
  • Partner with Product and Engineering on release readiness, known issues, and training for new features and workflows, while also partnering with Risk and Compliance to ensure training content is compliant.
  • Define training effectiveness metrics and report monthly impact, using data to distinguish training problems from product or process defects and escalate systemic issues.

Matching Summary

Own the learning strategy and execution for Client Services by designing onboarding curricula, certification pathways, upskilling, and refresher programs that improve first contact resolution, reduce avoidable escalations, and maintain high accuracy and compliance in a regulated environment.

Skills & Requirements

Must-have

  • Learning strategy and execution
  • Onboarding program design and delivery
  • Refresher and upskilling programs
  • Stakeholder collaboration
  • Learning operations and tooling
  • Measurement and continuous improvement

Nice-to-have

  • Brokerage or trading platform experience
  • AI for training content development

Key Requirements

  • 5+ years in enablement, training, or L&D
  • Experience designing onboarding curricula and certification programs
  • Strong facilitation and instructional design capability
  • Data literacy
  • Strong stakeholder management
  • Excellent written communication

Work Rights

Not specified

Tailored Resume

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