Head of Client and Learner Services Certifications

About the Role Fitch Learning is seeking a Head of Client and Learner Services Certifications based in Manchester. This role will lead the delivery of multiple certification and learning solutions globally, ensuring a high standard of client and learner service while driving operational excellence and innovation in learning delivery. You'll collaborate with internal stakeholders, subject matter experts, and external partners to design and deliver world-class financial services education.

What You'll Do

• 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.

What We're Looking For

• Significant experience delivering large, complex client projects across multiple regions, ideally within learning, education, or professional services environments.
• Proven experience leading client- and learner-facing operational teams and developing high-performing managers and teams.
• A strong track record of building and managing client relationships and delivering service excellence in a fast-paced environment.
• Experience managing budgets, invoicing, and financial controls, with a clear understanding of governance and operational risk management.

Nice to Have

• 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.

Compensation & Benefits

• Hybrid Work Environment: 3 days per week in the office; 2 days remote.
• A Culture of Learning & Mobility: dedicated trainings, leadership development and mentorship programs designed to ensure that your time at Fitch will be a continuous learning opportunity.
• Investing in Your Future: Retirement planning and tuition reimbursement programs.
• Promoting Health & Wellbeing: Comprehensive healthcare offerings that enable physical, mental, financial, social, and occupational wellbeing.
• Supportive Parenting Policies: Family-friendly policies, including a generous global parental leave plan.
• Inclusive Work Environment: A collaborative workplace where all voices are valued, with Employee Resource Groups that unite and empower our colleagues around the globe.
• Dedication to Giving Back: Paid volunteer days, matched funding for donations and ample opportunities to volunteer in your community.