Senior Coaching & Advice Service Manager

Lever, Inc.; United States; Remote; USD 120,000 - 170,000; Full time

Benefits offered by this job

Company pension scheme

Company bonus scheme

Home office furniture allowance

Learning & Development budget

Private Medical Insurance

Health Cash Plan

Cycle to work scheme

Wellhub wellbeing

Job summary

Moneybox is building a new kind of advice service. The Senior Coaching & Advice Service Manager will lead the Coaches and Advice Coaches team, shaping the customer experience with video calls and AI, and ensuring compliance with Consumer Duty.

You’ll own development pathways, performance against KPIs, and recruitment as the service scales, partnering with Product and Technology to improve outcomes.

Qualifications

• Proven experience leading a customer-facing team in financial services or a similarly regulated environment.

Responsibilities

• Lead and grow the Coaches and Advice Coaches team end-to-end, including people leadership, competence and technology.
• Own service quality and customer outcomes across coaching and advice services.
• Manage performance against KPIs, SLAs, and CSAT with data-driven improvements.
• Own recruitment, training paths and onboarding as the team scales.
• Forecast headcount and segmentation by skill level and conversation complexity.

Skills

People leadership

KPI management

Training frameworks

Hiring & scaling

Tech-enabled CX

Consumer Duty

Education

Level 3 Financial Services (RO1/RO4)

Level 4 Financial Planning

Tools

CRM systems

Video calling tools

AI tools

Job description

About Moneybox:

At Moneybox, our mission is to give everyone the means to get more out of life. We’re guided by our belief that wealth isn’t about the money, it’s about the means to more: more freedom, opportunities, possibilities, and peace of mind.

Moneybox is an award-winning wealth management platform, helping nearly two million people build wealth throughout their lives, whether they're saving and investing, buying their first home, or planning for retirement.

And now Moneybox is building the means to help more people in more ways - through personal financial advice. We believe that great advice should be available to everyone, at every stage of life, and that technology can help us deliver it with the care, clarity and accountability people deserve.

We're building a new kind of advice service from the ground up, and the people who join us now will help shape how millions of people plan for their future.

The Senior Coaching & Advice Service Manager leads Moneybox's team of Financial Coaches and Advice Coaches — the shared service that gives customers a human relationship alongside our digital capability, whether they're being coached through a non-advised decision or guided through our regulated advice journey.

This is a deliberately shared service. Coaches provide non-advised coaching to customers on behalf of Digital Moneybox Limited, segmented by conversation complexity and qualification level; Advice Coaches support customers through our regulated advice journey, and can flex into coaching activity based on capacity.

You’ll own the team, its competence and quality standards, and how technology — including video calls and AI — supports every customer conversation, before, during and after the call.

You will report directly to the Director of Advice, working closely with the Senior Financial Advisers and the Head of Proposition across the wider Advice leadership team.

What you'll be doing

You’ll lead and grow the Coaches and Advice Coaches team end-to-end — from day-to-day people leadership and competence, through to the technology and processes that shape the customer experience they deliver.

Team leadership & competence

• Line manage the Coaches and Advice Coaches team, providing day-to-day leadership, coaching and support to a growing group of customer-facing colleagues.

• Build and own the T&C scheme for the Coaches and Advice Coaches team — training standards, sign-off criteria and record-keeping — working in partnership with the Director of Advice, who holds overall T&C oversight, so every Coach and Advice Coach is signed off for the conversations they're qualified to have.

• Design and build out development pathways and onboarding plans as the team scales, giving new joiners a fast, confident ramp and existing team members a clear route to progress.

• Manage performance against KPIs, coaching individuals and the team as a whole to consistently strong outcomes.

• Support team development plans and career conversations, including the natural progression from Financial Coach through Advice Coach towards a Financial Adviser pathway.

Customer outcomes & quality

• Own service quality across both the coaching and advice-service experience — the standards the team is held to, and how consistently they're delivered.

• Ensure the team delivers good customer outcomes consistent with Consumer Duty, across both non-advised coaching and advice-service support.

• Monitor and report against agreed SLAs and customer satisfaction scores (CSAT), identifying trends early and acting on them.

• Feed insight from customer interactions back to the wider Moneybox team — Product, Risk & Compliance, Investment and the Advice leadership team — to drive continuous improvement.

Growing the team

• Own recruitment for the Coaches and Advice Coaches team, building the pipeline and capability needed as Moneybox's coaching and advice services scale.

• Build out the Adviser & Coach Academy — a structured development and progression route from Coach to Advice Coach to Financial Adviser — so a growing share of our future Adviser recruits are homegrown from our own coaching pool.

• Forecast and plan headcount and segmentation — by qualification level and conversation complexity — against demand.

Optimising the experience with technology

• Own the end-to-end customer experience delivered by the team, and evolve it using technology — including video calls, Intercom and AI — to support customers before, during and after their conversations.

• Identify where AI and automation can improve pre-call preparation, on-call support (e.g. real-time prompts, next-best-action) and post-call follow-up, working with Product and Technology to implement them.

• Test and iterate new tools and ways of working, sharing what works — and what doesn't — with the wider team.

What we're looking for

Essential

• Proven experience leading a customer-facing team in financial services or a similarly regulated environment.

• Track record of managing to KPIs, SLAs and customer satisfaction metrics, with a data-driven approach to improving them.

• Experience building training, competence and development frameworks for a growing team, including onboarding.

• Experience recruiting and scaling a team, including workforce planning and segmentation by skill level.

• Comfortable using technology — including video calling, CRM and AI tools — to improve customer experience, and confident identifying where new tools should be introduced.

• Level 3 certificate in Financial Services (or equivalent), or RO1 & RO4, with a genuine commitment to working towards a Level 4 qualification if not already attained.

• Strong understanding of Consumer Duty and a genuine instinct for good customer outcomes.

Desirable

• Level 4 qualification in Financial Planning (or equivalent) already attained.

• Experience operating in a digital-first advice or coaching model.

• Experience partnering with Product or Technology teams to design AI-supported customer journeys.

• Background working alongside, or within, a regulated advice team (Financial Advisers, Paraplanners).

How you'll work

Team leadership, coaching huddles, T&C reviews and cross-functional work with the wider Advice team.

Expect a regular cadence of 1:1s, coaching huddles and QA reviews with your team, alongside cross-functional work with Product and Technology on the tools that shape the customer experience.

What’s in it for you?

• Opportunity to join a fast-growing, award-winning and super ambitious company

• Work with a friendly team of highly motivated individuals

• Be in an environment where you are listened to and can actually have an impact

• Thriving collaborative and inclusive company culture

• Company pension scheme

• Company bonus scheme

• Home office furniture allowance

• Personal Annual Learning and Development budget

• Private Medical Insurance

• Health Cash Plan – cashback on everyday healthcare like dental and opticians

• Cycle to work scheme – spread the cost of a new bike and accessories

• CycleSaver – save on bike-share subscriptions and have a more sustainable commute

• Wellhub subscription to a variety of gyms and wellbeing apps

• Enhanced parental pay & leave

• 25 days holiday + bank holidays with additional days added with length of service.

This is a remote position

Our Commitment to DE&I:

At Moneybox, we promote, support and celebrate inclusion, diversity and equity for all, so that everyone can bring their full selves to work. We believe that diversity drives innovation, and that if our team is representative of our community of customers, we can better support their needs. To ensure our recruitment processes provide an equal opportunity for all applicants to succeed, we encourage you to let us know if there are any adjustments that we can make. We are open-minded and always willing to go the extra mile to ensure all applicants can present their full self and potential.

Working Policy:

We have a hybrid policy that includes 2 days from our London office and 3 from home. If the role states it is either hybrid or remote candidates must be based within the UK.

Visa Sponsorship:

At this time we cannot offer visa sponsorship for