We are an innovative organization that invests in the spiritual, relational, financial, physical and professional development of our employees. We have a culture that values excellence, teamwork, humility, integrity, compassion and stewardship.
We offer employees a generous benefits package, flexible work schedules, the opportunity to be involved in community outreach and tuition reimbursement.
We are seeking a dynamic and experienced Senior Manager of Onboarding to lead our onboarding team within the retirement and insurance sectors. This individual will be responsible for ensuring a seamless and positive onboarding experience for our ministry partners and their employees, fostering long-term relationships, and driving operational efficiency. This role will also oversee the development of a new onboarding process for new employees with existing clients.
What You’ll Do:
Leadership and Strategy:
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Lead and manage the ministry partner onboarding team, setting clear goals and expectations.
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Develop and implement onboarding strategies that align with organizational goals and enhance ministry partner and customer satisfaction.
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Collaborate with senior management to identify opportunities for process improvements and innovation in onboarding practices.
Onboarding Process:
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Oversee the end-to-end onboarding process for new ministry partners and their employees, ensuring a smooth and efficient transition to our products and services.
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Work closely with the sales team to ensure a smooth handoff from prospect to active ministry partner, including the transfer of all relevant information and documentation.
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Develop and maintain comprehensive onboarding materials and documentation to support ministry partners and their employees throughout the process.
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Coordinate the handoff to the relationship management team after onboarding is complete, ensuring a seamless transition and continued support for the ministry partners.
Ministry Partner and Employee Success:
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Act as a guide for new ministry partners and their employees, reinforcing their choice of our services and setting them up for long-term success.
Process Improvement:
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Collaborate across the enterprise to create, streamline, and enhance onboarding functionality, processes, and procedures.
Educational Resource Development:
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Develop and maintain educational resources to help new ministry partners and their employees understand and utilize our offerings effectively.
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Educate members on how to start and stay well, ensuring they retire financially secure and resilient.
Cross-Functional Collaboration:
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Work closely with various departments, including Sales, Customer Support, Product Development, and Marketing, to ensure a cohesive onboarding experience.
Performance Metrics:
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Establish and monitor key performance indicators (KPIs) to measure the success of the onboarding process and identify areas for improvement.
Client Feedback:
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Gather and analyze ministry partner feedback to continuously improve the onboarding experience and address any issues promptly.
Supervisory Responsibilities and/or Relationships
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Direct reports include leaders of the insurance and retirement onboarding teams as well as future employees related to re-enrollment and other onboarding roles.
What You’ll Need:
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Bachelor’s degree in Business Administration, Finance, Marketing, Communications, or a related field; advanced degree preferred.
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Minimum of 7-10 years of experience in client onboarding, customer success, or a related field, preferably within the employee benefits industry.
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Proven leadership experience with the ability to manage and motivate a team.
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Manage complex initiatives by defining scope, establishing timelines, coordinating resources, mitigating risks, and driving accountability across teams.
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Excellent verbal and written communication skills, with the ability to convey complex information clearly and effectively.
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Strong analytical and problem-solving abilities, with a focus on process improvement.
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Demonstrated commitment to providing exceptional customer service and enhancing the client experience.
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Familiarity with onboarding software, CRM systems, and other relevant technologies.
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