You will be in charge of supervising the customer onboarding team and providing support for operational initiatives such as identifying process improvement initiatives in the onboarding process, analyzing customer contact and escalation data, identifying workforce gaps and resolving them, and presenting recommended action plans to the FPS Operations Manager based on research. The post holder must be a Subject Matter Expert on the client's relevant products and services, proactively keeping their own and the team's knowledge up to date and accurate in order to provide a first-class customer onboarding experience.

Furthermore, the Onboarding Team Lead will lead their team to high levels of customer satisfaction for all assigned program activities, which will include assisting employees with escalated onboarding challenges and questions, providing guidance to team members, and/or assisting with training/contact to ensure the best outcome for the customer.

Responsibilities...