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Onboarding Lead

4 months ago

Chester, United Kingdom InterQuest Group Full time

Our client who offers finance to customers who are not accepted by the mainstream lenders and has built up a reputation for providing a strong product range are recruiting a Customer Onboarding Manager to based from their office in Chester, where there is a hybrid working policy in place. The role will pay a competitive salary and comes with a range of benefits.

Reporting to the Director of Operations, the Customer Onboarding Manager role is responsible for managing and motivating a team of Customer Resolution Associates that handle all complaints for the group and a team of Customer Onboarding associates that oversee the onboarding process.

**What is expected of the Customer Onboarding Manager?**
- Improve the performance of both departments, driving change, continuous improvement and automation to improve departmental efficiencies and capabilities.
- Monitor departmental overall performance and key performance indicators (KPIs), providing actionable insights and recommendations for continuous improvement.
- Build and review detailed performance reporting for both operational departments to drive decisions and ensure adherence to our clients business strategy.
- Initiate and drive complex projects to support the strategic development of the departments including system reviews and enhancements, policies and procedures.
- Hold good customer outcomes as central to all initiatives, actions, processes and procedures within the business at.
- Provide strong leadership and guidance to the two teams, fostering a culture of high performance, accountability, competence and continuous improvement.
- Set clear performance goals and objectives for the teams, regularly reviewing performance, and providing constructive feedback.
- Drive the performance of the teams to ensure they maximise results, achieve service levels and deliver good customer outcomes in line with Key Performance Indicators (KPI’s)
- Train, coach and develop team members and Team Managers to maximise competence, potential and performance through the sharing of experience and expertise.
- Lead, manage and implement new initiatives and change within the operational departments to deliver operational improvements and/or efficiencies.

**What we look for in a Customer Onboarding Manager?**
- Experience in a Manager role in financial services or a consumer-focused business.
- A track record of constantly looking for ways to do things better and an excellent understanding and ability of how to successfully implement change.
- Analytical mindset with ability to interpret data, spot trends and identify emerging risks.
- Confidence and competence with data analysis
- Confident in liaising with all levels of staff to enable cultivation of strong working relationships will all levels of staff including the Leadership team.
- Strong knowledge of Customer Resolution and Onboarding systems
- Self-motivated, persistent, diligent and enthusiastic.
- Strategic thinker (forward looking)
- Conscientious and always striving for excellence.
- Demonstrate a strong understanding of the FCA rules, Data Protection and other regulatory bodies.
- Ability to understand and interpret regulatory rules and guidance within the UK Regulatory Environment including but not limited to Consumer Duty.
- IT literate with proficiency with Microsoft Office Suite.

**What the Customer Onboarding Manager will receive?**
- Competitive base salary
- Pension scheme
- Employee referral programme
- Perks at Work
- Above and Beyond awards
- Income protection scheme
- Employee of the Year
- Long Service awards
- Discretionary annual bonus
- Life assurance

**Job Types**: Full-time, Permanent

**Salary**: £50,000.00-£60,000.00 per year

**Benefits**:

- Employee discount
- Life insurance
- Referral programme
- Work from home

Schedule:

- Day shift
- Monday to Friday
- No weekends

Supplemental pay types:

- Yearly bonus

Work Location: Hybrid remote in Chester

Reference ID: oiyh9y9pyp