Onboarding Manager

5 months ago

Sydney, Australia Mable Full time

**This role is for HomeMade - a related entity of Mable**

HomeMade is a related entity to Mable and operate as a completely separate business, however both have a shared vision for self-management.

We are a health-tech start-up established in 2020, focusing on transforming home care in Australia through our creative approach which is designed to support people in achieving their goals whilst living at home.

Leveraging on our technology platform, we are an approved provider that specialise in self-management. We partner with our customers to create unique support plans that meet their needs and optimise their funds, making the most out of their Home Care Package (HCP). Our approach is simple and keeps people in control of their package, funding, and support.

To find out more, click here.

As the Onboarding Manager at HomeMade, you will play a crucial role in overseeing the customer onboarding stage that has the most impact on customer acquisition and overall business growth. This role requires leading a team of Onboarding Partners to deliver an exceptional customer welcome, setup and onboarding experience, offering a safe and high-quality service that supports customers to achieve their goals.

The Onboarding Manager role is part of the HomeMade Management team and is critical to business success and the achievement of strategic priorities and performance results.

You will have notable experience in a similar role. You're someone who is 'hands-on' and enjoys working for an organisation that has purpose and impact. You will be passionate about helping to create a bright future for older Australians, and our values resonate with you.

Key Accountabilities:
**Leadership**:

- Foster a positive and collaborative work environment that encourages growth, teamwork, and exceptional performance.
- Supervise, develop and coach the Onboarding Partner team by setting clear performance goals and expectations, conducting regular performance evaluations, providing timely coaching and feedback for development, and effectively managing any instances of performance failing to meet expectations.
- Deliver a high standard of employee experience through a leadership approach that promotes the inclusive culture, vision and values of HomeMade.
- Engage and collaborate with cross-functional teams to achieve customer and organisational goals.

**Customer Onboarding**:

- Oversee and manage all aspects of the customer onboarding process.
- Manage daily resource planning to meet customer onboarding demand.
- Develop and implement strategies to optimise workforce management, ensuring adequate staffing levels to meet business goals.
- Find solutions for optimising the quality and efficiency of the customer onboarding process and lead the Onboarding Partner team to implement the solutions.
- Ensure the team adheres to HomeMade policies and procedures in all aspects of their role, including gathering information to understand customer context, goals, risk profile and accurately documenting all information required for onboarding.
- Collaborate with senior leaders and the management team to identify and eliminate roadblocks in the way of efficient and successful customer onboarding in alignment with business expectations.
- Review, maintain and develop policies and procedures for the onboarding team to effectively educate customers on the HomeMade model of care, in order to optimise their experience and reduce the quickest path to success and achieve the desired outcomes.
- First point of escalation for complaints and incidents related to onboarding customers.
- Establish quality expectations for onboarding and monitor service quality through call review and audit, customer feedback analysis, and performance evaluations.
- Conduct regular audits and assessments in the area of accountability to ensure compliance with organisational policies, procedures, and regulatory requirements.
- Implement quality improvement initiatives to enhance service delivery and customer satisfaction.

**Strategic Projects and Process Improvement**:

- Demonstrate a strong understanding of HomeMade’s strategic priorities and how they link to customer onboarding.
- Collaborate with the Senior Leadership and Management teams on strategic and operational planning, and creating and driving progress towards goals that align with the HomeMade vision.
- Utilise data-driven insights to identify opportunities for process improvements, resource allocation, and service enhancements.
- Present findings and recommendations to the Senior Leadership and Management teams to inform strategic decision-making.
- Support, engage and collaborate with multiple stakeholders across the organisation to deliver on business priorities.

**Your Skills & Expertise**:

- At least 2 years of experience in customer onboarding, communications, customer service and support, sales, account management, or customer success.
- Ability to de-escalate customer dissatisfaction or complaints and m

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