Onboarding Manager
hace 4 semanas
The Onboarding Manager is responsible for ensuring the efficient operation of SiteMinder's Onboarding team, maintaining a consistently high level of customer satisfaction from all customer contact with the Onboarding team.
The Onboarding Manager oversees the onboarding process for all SiteMinder labeled products and services, with a primary focus on customers based in the EMEA/AMERS market.
Key Responsibilities- Oversee the onboarding process for all SiteMinder labeled products and services
- Be a Subject Matter Expert for training on SiteMinder labeled products
- Monitor and analyse training sessions to ensure individual Onboarding Analysts are delivering a high level of customer satisfaction and meeting their KPIs
- Adopt and enforce relevant processes, procedures, and policies of SiteMinder's Onboarding Team
- Identify shortfalls in the process and suggest process improvements
- Ensure improved Onboarding success by managing and ensuring risks of onboarding attrition and customer dissatisfaction are prevented
- Manage expectations for scheduling training and set-live dates
- Help the team provide value-add information and advice to new customers
- Strong team leadership/mentoring skills
- Account management experience
- Ability to continuously identify and implement process improvements
- Ability to identify and implement productivity and efficiency improvements
- Ability to innovate and share with global community
- Ability to oversee and correct employee's work, whilst still inspiring and motivating them
- Analyse Dashboards and reports to create action plans for improvement and continuous improvement outcomes
- Ability to deliver training sessions with a high level of energy, enthusiasm, and customer engagement
- Ability to operate across several computer platforms and common browsers
- Takes ownership of Cases from end to end
- Great capacity for customer interaction and conflict resolution
- Experience working within an SLA and KPI driven environment
- Equity packages for you to be a part of the SiteMinder journey
- Hybrid working model (in-office & from home)
- Mental health and well-being initiatives
- Generous parental (including secondary) leave policy
- Paid birthday, study, and volunteering leave every year
- Sponsored social clubs, team events, and celebrations
- Employee Resource Groups (ERG) to help you connect and get involved
- Investment in your personal growth offering training for your advancement
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