Senior Manager, Onboarding

Experience GuideStone!

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.

What We Offer You!

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:

• Lead and manage the ministry partner onboarding team, setting clear goals and expectations.
• Develop and implement onboarding strategies that align with organizational goals and enhance ministry partner and customer satisfaction.
• Collaborate with senior management to identify opportunities for process improvements and innovation in onboarding practices.

Onboarding Process:

• 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.
• 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.
• Develop and maintain comprehensive onboarding materials and documentation to support ministry partners and their employees throughout the process.
• 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:

• 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:

• Collaborate across the enterprise to create, streamline, and enhance onboarding functionality, processes, and procedures.

Educational Resource Development:

• Develop and maintain educational resources to help new ministry partners and their employees understand and utilize our offerings effectively.
• Educate members on how to start and stay well, ensuring they retire financially secure and resilient.

Cross-Functional Collaboration:

• Work closely with various departments, including Sales, Customer Support, Product Development, and Marketing, to ensure a cohesive onboarding experience.

Performance Metrics:

• Establish and monitor key performance indicators (KPIs) to measure the success of the onboarding process and identify areas for improvement.

Client Feedback:

• Gather and analyze ministry partner feedback to continuously improve the onboarding experience and address any issues promptly.

Supervisory Responsibilities and/or Relationships

• 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:

• Bachelor’s degree in Business Administration, Finance, Marketing, Communications, or a related field; advanced degree preferred.
• Minimum of 7-10 years of experience in client onboarding, customer success, or a related field, preferably within the employee benefits industry.
• Proven leadership experience with the ability to manage and motivate a team.
• Manage complex initiatives by defining scope, establishing timelines, coordinating resources, mitigating risks, and driving accountability across teams.
• Excellent verbal and written communication skills, with the ability to convey complex information clearly and effectively.
• Strong analytical and problem-solving abilities, with a focus on process improvement.
• Demonstrated commitment to providing exceptional customer service and enhancing the client experience.
• Familiarity with onboarding software, CRM systems, and other relevant technologies.

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