Senior Coaching & Advice Service Manager - (Remote)
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Job summary
Moneybox is seeking a senior leader to oversee the Coaches and Advice Coaches team in San Francisco, guiding day-to-day people leadership and the technology that shapes customer experiences. You will line manage, set training standards, and build scalable development pathways for rapid team growth.
You'll drive performance against KPIs, support career progression toward Financial Adviser paths, and ensure outcomes align with regulatory expectations and customer-first principles.
Qualifications
- 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.
- Experience building training, competence and development frameworks for a growing team.
- Experience recruiting and scaling a team with workforce planning and segmentation.
- Comfort with technology to improve customer experience and introducing new tools.
- Level 3 certificate in Financial Services (or RO1 & RO4) and working towards Level 4 if needed.
- Strong understanding of Consumer Duty and customer outcomes.
Responsibilities
- Lead and grow the Coaches and Advice Coaches team end-to-end, including people leadership and processes shaping the customer experience.
- Line manage the team with day-to-day coaching and support to customer-facing colleagues.
- Design and own the T&C scheme for the team, including training standards and record-keeping.
- Develop onboarding and development pathways to scale the team effectively.
- Manage performance against KPIs and coach individuals and the team to strong outcomes.
- Support career conversations and progression toward Adviser pathways.
Skills
Education
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.
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.
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.
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.
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.
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