Head of Client Onboarding

Head of Onboarding and Activation Portfolio are proud to be exclusively representing our award-wining, HR Software provider based in the heart of Manchester, providing people solutions to over 50,000 clients worldwide. Our client is searching for a Head of Onboarding and Activation department to join their growing business and to support the department in driving customer activation and engagement strategy. We are looking for an experienced, innovative and driven Customer Service Leader to join our growing client. The team are required to onboard new clients and be the first point of contact with their clients within the first 30 days of becoming a client. They offer support, join demo's with clients and help them navigate the software offering. We are looking for someone with prior management experience, ideally from a Professional Services or Shared Services, high volume background. The Head of Onboarding will work closely with senior leadership in order to improve operational execution and client engagement. This person must be confident in project managing large scale transformation projects and it would be beneficial if they had experience managing multiple products at one time. The Head of Onboarding and Activiation will be responsible for: Manage, monitor, and review the core metrics linked to client on-boarding, service implementation, service follow up, client adoption and engagement, client dissatisfaction and cancellation requests to ensure a positive experience for all clients across the service offerings Identify non-usage and implement effective processes to increase usage Liaise with Sales and Service teams on any client issues and support in online reputation Review the client on-boarding journey and propose and implement changes which support rapid growth and allow scale without compromising quality Monitor and review early indications of client dissatisfaction and buyer's remorse to improve and enhance the service in an efficient way Support the management of the Client Experience, Customer Care and Retention, working closely with the Service Leadership and wider Global Leadership team Improve the quality of the initial post-sale interactions across multiple channels including digital journeys, email and human touchpoints Significantly increase client activation MoM and YoY, with a focus on revisiting clients who have never activated their account to drive a 10% increase in the first 6 months Provide support and coaching on a daily basis Produce daily, weekly and monthly reports for Senior Directors To be considered for this opportunity: A passion for work with clients in a service driven industry Excellent communication skills A "can-do" attitude with the ability to support, drive and motivate your team to achieve their best potential and performance overall Strong Organisation and time management skills Excellent people management skills Ability to work in a fast-paced environment with a solutions-based approach A dynamic and flexible approach, as well as the ability to work under pressure Excellent interpersonal skills Excellent technical knowledge and customer service skills Ability to provide constructive feedback where required Excellent service issue / complaint resolution skills Contribution to business growth and service improvements 48972BG INDMANS