Client Services Training Manager at Capital

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.

Responsibilities:

1) Learning strategy and curriculum architecture
- Create the annual and quarterly enablement roadmap aligned to CS KPIs and top contact drivers.
- Build and maintain a curriculum map by role, queue, and risk tier (L1 generalists, L2 specialists, complaints, fraud, payments, KYC).
- Define competency frameworks, learning objectives, and proficiency gates per domain.

2) Onboarding program design and delivery
- Design end to end onboarding for new hires, including product and platform fundamentals, tooling, taxonomy, troubleshooting, escalation discipline, and communication standards.
- Deliver blended learning using classroom, live facilitation, scenario labs, and self paced modules.
- Implement certification and sign off processes before agents handle high risk topics.
- Maintain onboarding quality through regular calibration with QA and team leaders.

3) Refresher and upskilling programs
- Own a structured refresher cadence driven by evidence, including QA themes, policy changes, incident learnings, and new release impacts.
- Build targeted upskilling pathways for specialist readiness (trading and orders, margin, KYC and AML, withdrawals, platform triage, complaints).
- Run remediation programs for recurring failure modes such as incomplete troubleshooting, weak evidence collection, and premature escalation.

4) Develop Training Specialists and the trainer bench
- Hire, coach, and develop Training Specialists to deliver consistent facilitation and coaching support at scale.
- Implement a trainer certification program covering instructional quality, accuracy, facilitation standards, and measurement discipline.
- Establish content QA and peer review practices for training assets.

5) Stakeholder collaboration and change readiness
- Partner with Product and Engineering on release readiness, known issues, and training for new features and workflows.
- Partner with Risk and Compliance to ensure training content is compliant, version controlled, and aligned to approved language for regulated topics.
- Partner with QA to align scorecards, identify skill gaps, and measure training impact.
- Partner with WFM & CS Ops to plan training capacity, protect training hours, and manage training time during volatility mode.
- Partner with Knowledge Management to keep the KB and training materials synchronized through change control.

6) Learning operations and tooling
- Own LMS governance including course assignment, completion tracking, assessments, and record retention.
- Create standard templates for lesson plans, facilitator guides, scenario scripts, and assessments.
- Maintain training content version control and audit trails for high risk topics.

7) Measurement and continuous improvement
- Define training effectiveness metrics and report monthly impact.
- Use data to distinguish training problems from product or process defects, and escalate systemic issues into the CI backlog.
- Run pre and post assessments to validate learning outcomes, not just completion.

Core deliverables:
- Onboarding curriculum, lesson plans, and certification pathway by role
- Training asset library including decision trees, troubleshooting playbooks, and communication templates
- Monthly refresher plan and release readiness training pack
- Trainer quality framework and calibration program
- Training impact dashboard with clear links to operational KPIs

Success metrics:
- Time to proficiency reduction and improved certification pass rates
- QA improvement, specifically reduction in critical errors in high risk categories
- Increase in first contact resolution for chat and email, segmented by reason and risk tier
- Reduction in avoidable escalations and escalations missing minimum evidence fields
- Reduction in reopens and repeat contacts tied to knowledge gaps
- Training completion and recertification compliance, with audit ready evidence
- Measurable reduction in top avoidable contact drivers attributed to training interventions

Requirements:

- 5+ years in enablement, training, or L&D for customer operations in a regulated environment
- Proven experience designing onboarding curricula and certification programs for frontline support
- Strong facilitation and instructional design capability across live and digital formats
- Data literacy to interpret QA, escalation patterns, FCR, reopens, and productivity drivers
- Strong stakeholder management with Product, Engineering, Risk, Compliance, QA, and WFM
- Excellent written communication with a track record of building clear playbooks and learning assets

Preferred qualifications:

- Brokerage or trading platform experience, including order lifecycle, market hours, corporate actions, and margin concepts
- Exposure to KYC and AML workflows, payments ops, and complaints handling
- Experience implementing or administering an LMS and e learning authoring tools
- Experience using AI safely for training content development and scenario simulations with governance controls