Manager, Onboarding Specialist

The Onboarding Manager leads a team focused on providing a positive experience for new broker and policyholder customers. Responsibilities include streamlining onboarding processes, developing onboarding materials, collaborating with Sales leadership, and managing process optimization projects. This role promotes an inclusive team culture, fosters independent thinking, and analyzes performance data to improve team members' productivity. The Manager acts as the Onboarding business owner, supports key business initiatives, and addresses complex client queries. Additionally, they implement strategies to enhance team engagement, ensure compliance, analyze feedback, and drive customer satisfaction. Qualifications include 5+ years of leadership in customer service, account management, or onboarding/implementation, or a bachelor’s degree with 3+ years of Operations Management experience. Extensive experience in customer service or contact center management is required, along with advanced training in leadership, process improvement, or customer experience management. A solid understanding of insurance industry regulations and best practices is preferred.