Job Description:

Position Summary:

Inmar’s dedicated Center of Excellence (COE) approach to onboarding new clients delivers a best-in-class experience focused on providing timely and seamless implementations that map how our industry-leading suite of services can best fit our clients’ current needs, as well as educating them on additional options to support them now and in their future growth.

As a member of the Onboarding COE, the Manager, Onboarding/Training will manage the day-to-day interactions while maintaining overall client satisfaction. Regular and collaborative interactions with other COE’s as well as Sales/Account Management, IT, Product Management. Finance/AR and Senior Management. The incumbent is also responsible for staffing, associate performance evaluation and development. 

Primary Accountabilities: 

Leadership (40%)

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  Effectively manages direct reports by establishing clear directions for their job and performance level; distributing the workload appropriately; laying out work in a well-planned and organized manner; and maintaining two-way dialog with direct reports on work and results.  

  
  


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  Oversee associate workload ensuring associates are fully utilized and working efficiently.  (Promote “work smart”.)

  
  


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  Provide direction on how to respond to difficult clients/requests.

  
  


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  Create and manage account plans (specific to sales, expansion & renewals)

  
  


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  Develop and monitor goal progression for direct reports that align with overall company objectives

  
  

Operational (30%)

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  Oversee onboarding efforts to successfully transition new clients to Inmar services. 

  
  


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  Oversee the development and execution of a training program that meets the needs of new clients and associates; with the goal of achieving a high level of training effectiveness relative to FinTech solutions, products and processes

  
  


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  Oversee the documentation to improve business proves workflows, ensuring best practices are employed wherever possible. 

  
  

 

Influence (15%)

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  Aid in identifying, prioritizing, leading and executing process improvement opportunities.

  
  


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  Work across all COE’s to ensure that Standard Operating Procedures are sufficiently identified, documented, updated and tested. 

  
  


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  Responsible for assigning multiple client onboarding projects concurrently, with emphasis on meeting deadlines and effectively communicating to all involved parties during each client transition. 

  
  

Required Qualifications:

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  Bachelor’s Degree Required

  
  


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  6-8 years related work experience in a manager, client services role.

  
  


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  Experience in process improvement, Onboarding, and Trainer experience a plus. 

  
  


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  Lean Six Sigma Yellow Belt required; willing to achieve advanced level certification (Green/Black)

  
  


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  Be a proactive and entrepreneurial individual who will initiate action and achieve results in a changing environment

  
  


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  Proficient in Google Suite and Microsoft Office Suite

  
  


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  Competent in Salesforce

  
  


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  Advanced Beginner iSeries

  
  


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  Demonstrate a strong understanding of Fintech/financial products, services and tools

  
  

Individual Competencies:

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  Communication: Giving and receiving messages and information in written, oral, and visual formats in a clear and concise way for a complete understanding of meaning and intent.

  
  


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  Curious: A desire to inquire and learn, to seek new knowledge and wisdom, and to listen to the contributions of others with a genuine interest to better self, the team, and the organization.

  
  


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  Establish Focus: The ability to develop and communicate goals in support of the business; mission.

  
  


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  Collaboration: Works collaboratively with others to achieve group goals and objectives.

  
  


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  Effective Execution: Translates broad conceptual understanding of the company’s strategy into a tactical plan of how it will happen including who will take on which tasks in what sequence, how long those tasks will take, how much the tasks cost, and how each task affects subsequent activities.

  
  


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  Problem Solving: Gathers and analyzes information to generate and evaluate potential solutions to problems, issues and challenges while weighing the accuracy and relevance of the facts, data and information.

  
  


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  Analytical & Critical Thinking: Ability to tackle a problem by using a logical, systematic, sequential approach.

  
  


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  Business Acumen: Understands and is aware of how to think about and successfully make the right business decisions through the utilization of industry-specific knowledge and skills and strategic thinking tools and skills.

  
  


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  Vision & Strategy: Takes a long-term view and builds a shared vision with others while positioning the organization for future success by identifying new opportunities, formulating objectives and priorities, and implementing plans consistent with the long-term interest of the organization in a global environment.

  
  

The physical demands described here are representative of those that must be met by an associate to successfully perform the major job responsibilities (essential functions) of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the major job responsibilities. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.

While performing the duties of this job, the associate is:  

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  Regularly required to use hands to finger, handle or feel objects, tools or controls, and reach with hands or arms.

  
  


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  Regularly required to talk or hear and read instructions on a computer monitor and/or printed on paper.

  
  


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  Occasionally required to stand, kneel or stoop, and lift and/or move up to ## pounds.

  
  


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  Regularly required to view items at an extremely close range and must be able to adjust and readjust focus.

  
  

Safety:

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  Support a safe work environment by following safety rules and regulations and reporting all safety hazards.

  
  

As an Inmar Associate, you:

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  Put clients first and consistently display a positive attitude and behaviors that demonstrate an awareness and willingness to listen and respond to clients in order to meet their short-term and long-term needs, requirements and exceed their expectations. 

  
  


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  Treat clients and teammates with courtesy, consideration and tact; you also have the ability to perceive the needs of internal and external clients and communicate effectively with the objective of delighting and retaining the client. 

  
  


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  Build collaborative relationships and work cooperatively with others, inside and outside the organization, to accomplish objectives, develop and maintain mutually-beneficial partnerships, leverage information to achieve results. 

  
  


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  Set and attain achievable, yet aggressive, goals with a sense of urgency and accountability. 

  
  


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  Understand that results are important and focus on turning mission into action to achieve results following the principles of Flawless Execution while consistently complying with quality, service and productivity standards to meet deadlines and exceed expectations by giving our clients the best possible outcome.

  
  

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