Manager of Financial Wellness

Position Overview  

The Manager of Financial Wellness is a strategic leader   responsible for overseeing the organization's Financial Wellness team and   ensuring the delivery of exceptional client outcomes across debt management, bankruptcy, and housing counseling services. Reporting to the VP of Client   Experience and Growth, this leader drives operational excellence, employee development, and continuous improvement while optimizing   performance, enhancing the client experience, and aligning departmental   initiatives with organizational goals.

Essential Duties & Responsibilities

Strategic Leadership & Multi-Departmental Oversight
Unified Leadership: Provide strategic direction and high-level leadership to Supervisors and Team Leads across the Financial Wellness department
Team Development: Mentor and develop frontline leaders to effectively manage their teams, ensuring a consistent coaching philosophy and professional growth culture.
Culture of Excellence: Foster a client-centric environment that balances empathetic financial counseling with operational precision and disciplined performance.
Strategic Alignment: Partner with senior leadership to ensure departmental goals directly support the business plan, client experience and employee expectations.

Operational Excellence & Workflow Integration
End-to-End Lifecycle Management: Oversee day-to-day operations to ensure optimal performance, from the delivery of financial counseling, bankruptcy services, and client experience.
Workflow Optimization: Collaborate with internal stakeholders to refine client-facing workflows, eliminating friction points between the frontline team and cross-functional support units.
Compliance & Quality: Review call recordings and case files to ensure absolute adherence to organizational policies, industry regulations, and housing/debt management quality standards across all interactions.
Risk Mitigation & System Enhancement: Proactively identify operational risks and implement strategic controls to safeguard service delivery; lead continuous process optimization and system enhancements to drive efficiency and scalability.

Data Analytics & Performance Engineering
KPI Management: Monitor and analyze key performance indicators (KPIs) to identify trends, address volume challenges, and drive measurable process improvements.

Data-Driven Strategy: Leverage analytics to provide senior leadership with actionable insights into client engagement, counseling efficacy, and program retention.
Quality Calibration: Evaluate client interactions to drive real-time coaching, ensure accurate data entry into CRM systems, and maintain transparency in team performance.

Administrative & HR Management

Talent Acquisition: Lead recruitment efforts, including interviewing, onboarding and training new hires to ensure the team scales effectively with business growth.
Personnel Management: Oversee HR-related tasks, including timecard corrections, attendance tracking, and maintaining concise coaching/discipline documentation, while partnering with HR for guidance.
 

• Multi-Program Leadership: Provide strategic oversight across Debt Management, Bankruptcy, Housing Counseling, and other Financial Wellness functions.
• Leadership Oversight: Ensure supervisors maintain accountability for attendance, timekeeping, coaching documentation, and other administrative processes through effective leadership oversight rather than direct execution.
• Workforce Planning & Budget Strategy: Partner with senior leadership on workforce planning, staffing strategy, capacity forecasting, budget planning, and resource allocation to support organizational growth and service delivery. 

Work Experience & Qualifications

Required:
5-7 years of progressive management experience leading leaders in call center operations, financial services, or customer service environments.
5-10 years of customer service experience.
Experience with call center technology, data interpretation and call center resources.
Experience in conflict resolution and employee relations issues.
Proven ability to create, implement and manage employee performance metrics and reporting.
Proven track record of achieving results through team collaboration
Proven ability to lead, mentor, and motivate a team to achieve performance goals
Exceptional in conducting one-on-one coaching sessions and providing constructive feedback.
Decision-making and problem-solving skills.
Ability to handle complex issues and guide team members effectively.
Proven analytical skills for data interpretation and process improvement.
Strong time management and prioritization skills.
Ability to adapt to changing priorities, client needs, or organizational goals
Ability to develop innovative processes to optimize results, client experience and competitive edge.
Proficiency in operating systems, internet browsers, Microsoft Office Suite, and multitasking across multiple programs.
Must have dedicated at home office space with high-speed internet service
Ability to be flexible with schedule, available nights, weekends and holidays
 

Preferred:
10+ years of progressive leadership experience, including management, supervisor, and/or team lead responsibilities in a call center or financial services environment.

Experience overseeing Financial Wellness, Debt Management, Bankruptcy, Housing Counseling, or similar consumer financial service programs.  Expertise in the relevant field of customer service, credit counseling or call center operations.
Oral and written fluency in Spanish a plus.

Required:
Bachelor's degree in business administration, Operations Management, Organizational Leadership, or related field; or an equivalent combination of education and progressively responsible leadership experience.
Professional training, certifications, and progressive leadership experience.
 

Preferred:
Bachelor’s degree in business administration, Operations Management, Organizational Leadership, or profession certifications in a related field.