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MoneyboxSenior Coaching & Advice Service Manager
Moneybox, an award-winning wealth management platform serving nearly two million clients, seeks a Senior Coaching & Advice Service Manager to lead its shared service team of…
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About This Role
Moneybox, an award-winning wealth management platform serving nearly two million clients, seeks a Senior Coaching & Advice Service Manager to lead its shared service team of Financial Coaches and Advice Coaches. This role operates fully remotely within the UK, though candidates must note the employer's general hybrid policy requires UK residency. Reporting directly to the Director of Advice, this professional will oversee daily operations, training and competence standards, and the…
Job Description
Moneybox, an award-winning wealth management platform serving nearly two million clients, seeks a Senior Coaching & Advice Service Manager to lead its shared service team of Financial Coaches and Advice Coaches. This role operates fully remotely within the UK, though candidates must note the employer's general hybrid policy requires UK residency. Reporting directly to the Director of Advice, this professional will oversee daily operations, training and competence standards, and the integration of cutting-edge technology such as video platforms and artificial intelligence into customer interactions. The person in this position will scale the team, design onboarding and development pathways, and collaborate closely with product, risk, and compliance departments to ensure exceptional customer outcomes under Consumer Duty guidelines.
This opportunity is ideal for an experienced leader with a background in regulated financial environments who excels at data-driven performance management and strategic team expansion. The successful candidate will guide staff through non-advised coaching and regulated advice journeys while establishing an Adviser and Coach Academy to cultivate future talent internally.
Responsibilities
- Manage the line operations, day-to-day leadership, and professional support for customer-facing coaches and advice coaches
- Establish and oversee the training and competence framework, including training standards and record-keeping
- Design onboarding plans and career progression pathways for team members
- Monitor performance metrics, key performance indicators, service level agreements, and customer satisfaction scores
- Handle recruitment, headcount forecasting, and capacity planning based on conversation complexity
- Build and direct an internal Adviser and Coach Academy to support talent development
- Incorporate technology tools such as video calling, customer relationship management software, and artificial intelligence into the service journey
Requirements
- Demonstrated experience leading customer-facing teams in a regulated financial services sector
- Track record of managing performance using metrics, key performance indicators, and service level agreements
- Experience creating training, competence, and onboarding frameworks for scaling teams
- Background in recruitment, workforce planning, and skill-level segmentation
- Proficiency with technology tools including video calling, customer relationship management systems, and artificial intelligence
- Understanding of Consumer Duty principles and customer-centric outcomes
Qualifications
- Level 3 certificate in Financial Services, or RO1 and RO4, with a commitment to attaining a Level 4 qualification
- Level 4 qualification in Financial Planning or an equivalent credential
- Background operating within a digital-first advice or coaching model
- Experience partnering with product or technology departments to build artificial intelligence supported customer paths
- Previous work history alongside or inside a regulated financial advice team
Core Skills
Benefits
- Company pension scheme
- Company bonus scheme
- Home office furniture allowance
- Personal annual learning and development budget
- Private medical insurance
- Health cash plan providing cashback for everyday healthcare
- Cycle to work scheme
- CycleSaver bike-share subscription options
- Wellhub subscription for gyms and wellbeing applications
- Enhanced parental pay and leave
- 25 days of holiday plus bank holidays with extra days accrued through service
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the remote work policy for this role?
The position is listed as remote, but the job posting specifies that candidates must be based within the United Kingdom.
What salary does this position offer?
The posting does not specify a salary for this role.
What qualifications are required to apply?
Applicants must hold a Level 3 certificate in Financial Services or equivalent, or RO1 and RO4, along with a commitment to working toward a Level 4 qualification if they do not already possess one.
Who does this role report to?
The Senior Coaching & Advice Service Manager reports directly to the Director of Advice.
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