Senior Manager, Onboarding

GuideStone•Dallas, TX

5d•Hybrid

About The Position

GuideStone is an innovative organization that invests in the spiritual, relational, financial, physical and professional development of its employees. We have a culture that values excellence, teamwork, humility, integrity, compassion and stewardship. 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.

Requirements

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.

Responsibilities

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.
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.
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.
Collaborate across the enterprise to create, streamline, and enhance onboarding functionality, processes, and procedures.
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.
Work closely with various departments, including Sales, Customer Support, Product Development, and Marketing, to ensure a cohesive onboarding experience.
Establish and monitor key performance indicators (KPIs) to measure the success of the onboarding process and identify areas for improvement.
Gather and analyze ministry partner feedback to continuously improve the onboarding experience and address any issues promptly.