Senior Coaching & Advice Service Manager (Fully Remote)

Moneybox; United States; Hybrid; USD 119,000 - 159,000; Full time

Benefits offered by this job

Private medical insurance

Health cash plan

Pension

Bonus scheme

Annual learning budget

Job summary

Moneybox is an award-winning wealth management platform helping nearly two million people build wealth through saving, investing, home buying, and retirement planning. The company is fast-growing, ambitious, and fosters a collaborative, inclusive culture where employees can have real impact.

Moneybox is recruiting a Head of Advice to lead Financial Coaches and Advice Coaches, report to the Director of Advice, design development pathways, and own service quality, SLAs and CSAT to sustain

Qualifications

• Proven experience leading a customer-facing team in financial services or a similarly regulated environment.
• Strong understanding of Consumer Duty and a genuine instinct for good customer outcomes.
• Comfortable using technology, including video calling, CRM, and AI tools, and confident in driving innovation.

Responsibilities

• Manage day-to-day people leadership, competence, and performance, including T&C scheme ownership.
• Design development pathways and onboarding plans to scale the team and support progression toward Financial Adviser roles.
• Own service quality, SLAs, CSAT, and use data and technology to continuously improve customer outcomes.

Skills

People leadership

Customer coaching

Financial services

Consumer Duty

CRM tools

AI tools

Tools

CRM software

Video calling tools

AI tools

Job description

• Lead Moneybox's team of Financial Coaches and Advice Coaches, delivering a shared service for customer coaching and regulated advice.
• Report directly to the Director of Advice and collaborate with the wider Advice leadership team.

Key Responsibilities:

• Manage day-to-day people leadership, competence, and performance, including T&C scheme ownership.
• Design development pathways and onboarding plans to scale the team and support progression toward Financial Adviser roles.
• Own service quality, SLAs, CSAT, and use data and technology to continuously improve customer outcomes.

Requirements:

• Proven experience leading a customer-facing team in financial services or a similarly regulated environment.
• Strong understanding of Consumer Duty and a genuine instinct for good customer outcomes.
• Comfortable using technology, including video calling, CRM, and AI tools, and confident in driving innovation.
• 25 days holiday plus bank holidays, with additional days added with length of service.
• Private medical insurance, health cash plan, pension, bonus scheme, and annual learning budget.
• Remote working with a hybrid policy of 2 days in the London office and 3 days from home.

Moneybox

Moneybox is an award-winning wealth management platform helping nearly two million people build wealth through saving, investing, home buying, and retirement planning. The company is fast-growing, ambitious, and fosters a collaborative, inclusive culture where employees can have real impact.