Manager of Service Delivery

Employment Type

: Full-Time


: Non-Executive Management

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Job Description Manager of Service Delivery New York, United States or remote Description The Financial Clinic (the Clinic) is a nonprofit on a mission to build financial security and increase financial mobility for America's working poor. After 12 years, the Clinic has demonstrated a gold standard model for building financial security for working poor families. A high-performing organization with a focus on results, the Clinic has put over $80 million back in the pockets of more than 48,000 customers, supported more than 360 organizations in 30 states and districts to embed financial security actions into their program models, and successfully launched several policy campaigns in support of working poor families. A landmark national study shows the Clinics model of financial coaching helps working poor families move toward financial security. The Financial Security Ecosystem is a best practice model, where financial security is first baked into partners services and programming to create financial security at scale, as well as accelerate partners' impact. The Clinics next Financial Security Ecosystem will partner with multi-service organizations in Boston, Miami, and Newark/Camden, and we anticipate hiring one MSD to support these organizations remotely out of the Clinics main office in Brooklyn, NY. The anticipated start date for this position is October 2018. The Manager of Service Delivery (MSD) is a cornerstone in the Financial Security Ecosystem, and is responsible for 1) building financial coaching skills and financial coaching expertise in front-line staff so that they may perform light-touch coaching activities; 2) identifying and thinking creatively about challenges and successes of program implementation; 3) holding one-on-one financial coaching sessions to tackle the trickiest problems faced by ecosystem customers; and 4) building the capacity of partner organization to sustain their financial security work past the end of the engagement. The MSD has the confidence and skills to walk partner organizations through fundamental changes in doing business (i.e., a significant shift in culture), to embed financial security building methodologies into everyday practices, and to connect with the low-income customers served by the Clinic. Equally important, she/he is a collaborator and forward-thinking individual, committed to continuous quality improvement. Reporting to the Assistant Director of National Accounts, the MSD will have the following key responsibilities. Training and Technical Assistance Train frontline staff at social service agencies on powerful financial coaching strategies using Change Machine, the Clinics cloud-based financial coaching platform. Provide technical assistance to partner organizations to make programmatic changes to their daily operations. Deliver the Clinics field leading training curriculum to frontline staff at partner organizations. Provide technical assistance calls to enable partners to take advantage of a suite of ecosystem resources and sustainably adopt them into their programming. Support partners leadership teams to troubleshoot implementation challenges. Support frontline staff at partner organizations to provide basic financial coaching services and embed financial security strategies into their daily work, as determined by the implementation plan. Engage with partner agencies to develop processes for making financial security practices and principles an integral piece of their organizational culture. Organizational Liaison Establish and cultivate a fluid channel of communication between the Clinic and partner organizations. Maintain close working relationships with partner organizations, and move partner staff towards adopting change. Facilitate partnerships between the Clinic and the partner agencies. Co-Lead meetings with Assistant Director of National Accounts for a diverse set of potential partners and stakeholders to gather information to inform project direction Dispense reports to partner organizations at regular intervals and recommend programmatic changes based on data in these reports. Financial Coaching Provide expert-level financial coaching to Ecosystem customers who have the highest financial security barriers. Hold an average of 10 meetings per week by telephone or Google Hangout/Skype with low-income customers, helping them deal with the trickiest financial security issues (frozen accounts, tax liens, credit and debt related identity theft, etc). Record customer information and meeting progress data in online coaching platform precisely, accurately, and on time. Continue to develop coaching abilities and support other coaches by attending webinars, reading articles, seeking out and memorializing coaching best practices though the creation of tools, tipsheets, trainings, and resources for coaches. Data Collection, Storytelling and Field Solutions Collect and evaluate information from the Clinics financial coaching platform, Change Machine. Work with Clinic and ecosystem partners data and evaluation teams to manage data collection and insure data is properly inputted into the online platform. Analyze and use data to enhance financial security building programs nationwide. Provide continuous feedback and lessons learned from the field to improve partners services and Change Machine. Communicate the impact of financial security building work and Change Machine on working poor populations using relevant data, customer success stories, and other ecosystem accomplishments. Represent the Clinic before diverse audiences. For example, co-host virtual events for the financial security building field that highlight excellent coaching practices, new field trends, and promote the work of The Financial Clinics partners. Promote the exchange of practitioners ideas and best practices in Change Machines learning community. Requirements Requirements Four years professional experience in nonprofit direct services or training, and a Bachelors degree (Masters a plus) are preferred but any combination of relevant educational and professional experience will be considered. Proficiency in Spanish and/or Haitian Creole preferred Background in financial coaching highly preferred. Navigates organizational infrastructures and environments to create pathways to communicate clearly and effectively and solve problems. Previous experience building teams and ability to do this through technology mediums such as video conferencing and conference calls. Ample public speaking experience. Demonstrated history with data-driven projects, quality improvement and use of data to enhance performance. Can understand organizational cultures and systems to know what are the best strategies to organize, communicate, and analyze that can ultimately reach ecosystem targets. Good attention to detail. There will be significant data entry responsibilities. Comfort with cloud based platforms. Experience working with diverse populations. Excellent written and verbal communication skills. Strong interpersonal skills. Exceptional organization and process management. A passion for issues that impact low-income people. Benefits Benefits This is an outstanding opportunity for a highly motivated professional to assume a pivotal role in the evolution of a fast-growing, highly respected organization. We are seeking an individual of outstanding quality with a respected track record. The Clinic offers a competitive compensation package, including: Salary is $58,500 with a generous benefits package. Benefits package includes medical, dental, life, 401(k), transportation subsidy and more. Ample vacation time: four weeks of paid vacation accumulated during the year plus 12 federal holidays. First Fridays: work from home every first Friday of the month. Professional Development: after 12 years as a high-performing nonprofit, we still operate like a fun startup with opportunities to contribute and grow. Work-life balance: if the generous vacation time and First Fridays havent convinced you, let us assure you that we are serious about work-life balance. Fun work environment: we work out of a beautifully designed open workspace that promotes team building. We schedule monthly socials to celebrate staff birthdays and have been known to throw surprise parties. To apply, please submit a resume and cover letter to the attention of Bridget Tate, Assistant Director of National Accounts

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