Head – Member Onboarding

4 weeks ago

Mumbai, India Mahindra Holidays & Resorts India Limited Full time

Role - Head - Member & Onboarding

Job Purpose:-
role of the Head-Member Onboarding is to ensure seamless Onboarding of the members. We are seeking a highly experienced and dynamic individual to join our team with 12-15 years of experience in onboarding and customer success roles, with a proven track record of successfully leading and managing teams. This involves developing and implementing strategies for efficient and effective member onboarding processes. The job will also include digitization of new member facing processes across multiple member engagement channels for ensuring a seamless member experience and enhanced member satisfaction.

Skills required / Accountabilities

Develop and implement strategies for efficient and effective member onboarding processes. Drive member engagement in 0-9 month period.
Drive the vision and goals of the organization for enhanced member experience in the initial months post member acquisition. Ensure achievement of Targets on Service Levels, Interaction Quality, NPS, etc. Direct, manage and monitor the overall performance of member onboarding team enabling excellence in delivery.
Stay up-to-date on industry trends and best practices in member onboarding to continuously improve processes to achieve qualitative and quantitative targets.
Collaborate with cross-functional teams to optimize the onboarding experience to reduce member churn.

Lead a team of onboarding specialists to ensure seamless onboarding of new members into our platform and product.

Ensure all SOPs are adhered, and shortfalls are corrected. Continuously revisit all member onboarding processes and simplify/redesign them from a customer’s perspective for better efficiency and experience.
Implement end to end digital member onboarding processes. Re-engineer processes to reduce member dissonance.
Be a leading partner in digital transformation and digitalizing the organization’s plan. Identify and drive systemic and technology projects continually to automate processes and ensure increase in efficiencies, reduction in Turn around time etc resulting on Cost optimization.
Analyze data and metrics to identify areas for improvement and implement solutions to enhance the onboarding process.
Establish KPIs and performance metrics to measure the success of the onboarding program.
Manage performance of team internally to ensure that it is aligned to the overall goals of the organization and department. Coach and motivate team members to demonstrate the organizational values and SEWA behaviors.
Partner Management – New developments, projects, analyze performance of partners continually against defined service levels and appropriately identify continuous process improvement measures. Conduct Weekly, Fortnightly, Monthly, Quarterly and Annual business reviews of partners to review performance and devise action plans.

Desired Qualifications:- Master’s degree in business administration or related field.
Experience :- 12-15 years of experience in member onboarding, customer success, or related roles.
Skills required:- Proven leadership skills with experience managing teams.
Strong analytical skills with the ability to interpret data and make data-driven decisions.
Excellent communication and interpersonal skills.
Ability to thrive in a fast-paced environment and adapt to changing priorities.
Working knowledge of customer service software’s, including Knowledge Management, CRM (preferably Salesforce), and other technical tools.
Strong working knowledge of Microsoft Office. Project Management Professional (PMP) / Six-Sigma/Lean related certification is a plus.

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