Client Onboarding and Service Training Manager

Job Description

As a Client Onboarding and Service (COS) Training Manager within JPMorgan Chase, you will play a pivotal role in designing, delivering, and evaluating high-quality training programs that enhance employee skills and productivity. You will be responsible for deeply understanding the evolving needs of the business, translating those needs into targeted training solutions that drive operational excellence and support strategic objectives. This is a high-demand role supporting the Solution Center, requiring agility, resilience, and the ability to deliver under pressure while maintaining high standards of quality and effectiveness. You will also lead a team of Training resources and Subject Matter Experts (SMEs), providing coaching and support to ensure effective knowledge transfer and training delivery.

 

Job Responsibilities

• Lead and manage a team of SMEs, providing coaching and guidance to facilitate effective training delivery, even for those without formal training backgrounds.
• Regularly engage with business leaders and stakeholders to proactively identify training gaps, gather feedback, and ensure alignment of learning initiatives with business priorities.
• Support priority business initiatives by partnering with business stakeholders, SMEs, and other learning professionals to design and deploy effective training solutions with measurable impact to business results.
• Enhance employee productivity through KPI-driven training initiatives, focusing on measurable outcomes and continuous improvement.
• Leverage instructional design principles to create diverse learning engagements, including e-learning modules, workshops, and seminars.
• Foster a culture of continuous learning and growth through targeted training programs that inspire and empower employees.
• Manage and lead New Hire and in-role learning curriculums within Merchant Services Solution Center.
• Work with management to prioritize key learning needs, while coaching team through effective training solutions and delivery.
• Support L&D project delivery schedules and coordinate feedback loops for continuous improvement.
• Act as a Training and Development Subject Matter Expert, to ensure effective development programs.

 

Required qualifications, capabilities, and skills

• 5+ years of experience in learning development, needs assessment, performance consulting, and training program support, preferably in a complex or high-demand business environment.
• Minimum of 3 years’ experience managing and developing a team of Subject Matter Experts (SMEs), including those without formal training backgrounds, with a proven ability to coach and mentor around adult learning theories and delivery across various modalities (e.g., classroom, virtual, e-learning).
• Demonstrated ability to translate business needs into effective learning solutions, with strong stakeholder engagement and partnership skills.
• Superior analytical, problem-solving, and decision-making skills, with a track record of innovative thinking and continuous improvement.
• Advanced proficiency in content development software (e.g., Articulate 360, Camtasia, Photoshop, Illustrator, Vyond) and Microsoft Office Suite.
• Ability to thrive in a fast-paced, high-demand environment, managing multiple priorities and adapting quickly to change with composure and resilience.
• Deep knowledge of adult learning principles, instructional design theory, and best practices in learning and development.

 

Preferred qualifications, capabilities, and skills

• Experience in a financial services, banking, or merchant services environment.
• Experience supporting solution centers or similar high-volume, client-facing business units.
• Certification in instructional design, training, or related field (e.g., CPLP, ATD, etc.) is a plus.

About Us

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans

About the Team

J.P. Morgan's Global Banking business is one of the largest wholesale banking client franchises in the world. We serve clients, including corporations, governments, states, municipalities, healthcare organizations, education institutions, banks and investors.

Commercial Banking provides credit and financing, treasury and payment services, international banking and real estate services to clients—including corporations, municipalities, institutions, real estate investors and owners, and not-for-profit organizations.