As an Operations Manager - Financial Coaching at Blackfinch, you will be responsible for leading the operations of a new financial coaching arm at Thrive. Thrive is an exciting new startup within the Blackfinch group of companies whose purpose is “Empowering a better life now and in the future for yourself and those around you.” Thrive will be marketing to corporate clients and their employees, providing them with a highly engaging, personalised, and holistic financial wellbeing solution.
This role is crucial in designing the target operating model, and in leading the pre-launch, launch, and ongoing operations of our financial coaching services. The ideal candidate will have experience in digital platforms, operational design and scaling, coaching, and business development in a growing business.
Key Responsibilities:
* Be directly involved in the initial launch of the business, ensuring that all operational processes, systems, and teams are set up for success.
* Work alongside the development team to build and optimise scalable digital platforms that support coaching and advice delivery, client engagement, and self-service tools.
* Oversee the implementation and ongoing use of CRM systems to track customer interactions, enhance personalisation, and improve client retention.
* Working with a Head Financial Coach to assist in developing standardised frameworks for coaching sessions, ensuring consistency in delivery and quality across the team of coaches.
* Design a seamless customer journey from initial engagement to ongoing support, ensuring an efficient, user-friendly experience that maximises client satisfaction and retention.
Ongoing Operational Responsibilities
* Work with the leadership team to develop and implement strategies for scaling the business, identifying new opportunities for growth, new service offerings, or partnership opportunities.
* Assess and manage resources to ensure the business has the appropriate number of coaches, tools, and processes in place to meet demand.
* Regularly analyse the metrics and outcomes of financial coaching sessions, identifying trends and reporting back to the Leadership Team for insights into potential improvements and new product features.
* Continuously review, map, and improve the coaching operational journey, ensuring ongoing satisfaction. Develop and implement feedback loops to gather insights from clients and coaches, which will guide service enhancements.
* Procure, oversee, and manage the business systems, including the booking system, CRM, back-office systems and any other platforms used by coaches or clients. Ensure that all systems are optimised for efficiency and effectiveness.
* Collaborate with the coaching team to set up and manage workshops, seminars, and other client-facing events to enhance learning and engagement.
* Develop and maintain regular reports and MI, tracking key metrics such as coaching performance, customer satisfaction, engagement levels, and operational efficiency. Use data to make informed decisions and improve service delivery.
* Monitor operational issues and proactively work to resolve them in a timely manner, ensuring minimal disruption to services and maintaining a high level of client and coach satisfaction.
Attributes, Skills & Qualifications
* Proven extensive experience in operations management within a financial services/coaching business is essential.
* Understanding of CRM software and customer engagement strategies.
* Knowledge of regulatory and legal requirements for financial services or coaching.
* Experience in recruitment, training, and team management, especially in a coaching or advisory context.
* Strong project management skills with the ability to coordinate multiple tasks and meet deadlines.
* Excellent problem-solving skills and the ability to resolve operational issues swiftly.
* Ability to analyse data, generate reports, and provide actionable insights to the leadership team.
* Strong communication and interpersonal skills, with the ability to work cross-functionally with marketing, tech, and coaching teams.
* Experience in customer journey mapping and enhancing client experience in a digital environment.
* Proactive, self-starter with a strong sense of ownership and accountability.
* Innovative and forward-thinking, always looking for ways to improve and scale the business.
* Passionate about helping people and supporting coaches to deliver high-quality financial guidance.
* Strong attention to detail, especially in ensuring consistency and quality across all operations.
Location: Gloucester / Hybrid
Salary: up to £65K dependent upon experience
Application Deadline: Monday, May 5, 2025
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