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Manager - 401k Onboarding Support Services

Slavic401k

(Remote / AL / AZ / FL / GA / MI / MS / NC / NJ / OH / OK / TN / TX)

While this position is work from home, we are only registered and can proceed with qualified candidates who reside and will work in one of the following states: AL, AZ, FL, GA, MI, MS, NJ, NC, OH, OK, TN, TX. No exceptions. No relocation assistance is available.  

Must be eligible to work in the US without employment sponsorship.   

Direct Hire only, no third-party agency applications, please.

Job Description

Job Title: Manager, Onboarding Support Services

Department: Client Success            

FLSA Status: Exempt

Job Status: FT

Reports To: Sr. Manager, Worksite Support Services        

Positions Supervised:  Onboarding Consultant

Work Schedule: Monday – Friday, Shift Varies between 8:00 AM – 8:00 PM EST

Position Summary

Our Onboarding Support Services team within Client Success is responsible for understanding the relationships and desired outcomes that start during the sales process, building a launch pad for success into servicing, and helping clients have a positive onboarding experience. As the Manager of Onboarding Support Services, you will lead a team of Onboarding Consultants who  help our clients and their participants understand what their 401(k) means for them and work across functions of the organization to provide an exceptional onboarding experience.

Essential Functions

• Hire, lead, coach, and mentor a team of Onboarding Consultants, provide measurements of success and feedback for the team.
• Own the entire client onboarding process post-sale through servicing.Timely lead and manage client escalations and see them through to resolution.
• Establish policies and procedures to guide the Onboarding Support team in creating and delivering high-quality training.
• Manage pipeline plans and manage daily team activities and adjust workloads, resources, or timelines based on capacity and priority.
• Monitor the success of and continually improve the Onboarding template that the team uses for clients, detailing the tasks that need to be completed for the timely gathering of requirements.
• Structure the team for scale in a fast-paced and fluid environment.
• Actively engage and collaborate with stakeholders to support the project team in critical thinking, project development, and recommendation.
• Build and optimize client onboarding processes that simplify and streamline the onboarding process for both Slavic401k and clients.
• Maximize client engagement and form deep cross-functional relationships with Sales, Relationship Managers, other key internal stakeholders.
• Leverage strong project management skills to execute on new client onboardings.
• Prepare dashboards in project management software or CRM.
• Manage client and operational escalations and develop mitigation strategies.
• Develop a detailed understanding of Slavic401k’s operations and capabilities.
• Liaise between client and operations teams to ensure each piece of the onboarding journey meets customer expectations.
• Establish accountability, performance, and quality metrics and results to identify issues and track trends.
• With senior leadership guidance, successfully lead and implement small to medium scale projects directly related to achieving business goals.

 Skills & Abilities

• Experience in project management or onboarding preferred.
• Exceptional communication, organization, and presentation skills
• Previous CRM or PM Software experience needed.
• Ability to effectively prioritize and execute tasks and adapt to change.
• Ability to work under pressure with interruptions and challenging deadlines.
• Strategic and tactical problem-solving skills
• Top-down thinker, quick learner, and driven.
• Ability to lead in ambiguous situations and actively seeks to collaborate.
• Takes initiative, works independently when needed, and eager to learn new skills and approaches.
• Strong customer-service orientation with the ability to be courteous and helpful.
• Ability to effectively manage customer and coworker relationships, promptly respond to queries, ensure promises are kept, and manage expectations.

Experience

• 5+ years of Client Success and/or Customer Service experience required
• 3-5 years of direct leadership experience over a team of 3+ required
• 2-3 years of experience as an Implementation/Onboarding Manager
• Experience in the financial technology industry a plus.
• Proven track record of managing multiple clients successfully with changing requirements.
• Experience in building out processes for new products.
• Experience in stakeholder management
• Ability to thrive in a fast-paced environment with tight deadlines.

Education

• Bachelor’s degree in finance, business, or similar field
• Or equivalent combination of education and experience

Work Environment

•  Extended sitting and computer work 
• For all virtual remote positions, in order to ensure associates can effectively perform their job duties with no distractions, we require an uninterrupted virtual workspace. Additionally, there is an internet work speed requirement of 100 MBps or better. If you are unsure of your internet speed, please check with your service provider. Please ensure that you are able to meet these expectations before applying as adequate home work environment and the required internet connection is a non-negotiable requirement of remote employment. 

The Power of WE  

WE serve the individual saver and investor, know that their savings represents not only money, but the time it took to earn that money, which is forever gone. WE will prudently, cost-effectively and efficiently safeguard and invest that money for a better future for all we serve.  

WE are guided by core principles of honesty, accountability, and transparency. Consequently, we are always looking to do the right thing.  

WE will treat every customer and colleague with respect and dignity. WE will exhibit humility both as individuals and as a corporate entity.

What’s in it for you Package
This role will have a base pay range of $54,337 - $82,000 annual salary. Please know, this is the base range only and does not consider other components that make up the total rewards package for this role. This position is also eligible for an annual performance bonus. 
 

Other perks in the total rewards package are:

• Flexible work environment
• Participation in Personal Annual Performance Bonus incentive program
• Medical, Dental, Vision, and Life Insurance
• 75% employer coverage of Medical Premiums
• Retirement Savings – 401(k) plan with generous company match, vested after 2 years
• Tuition Reimbursement up to $5,250/year
• Generous Paid Time Off upon hire – plus quarterly Work/Life Balance days and paid holidays
• Paid Parental Leave
• Voluntary Pet Insurance, Lifelock and More!
• 24/7 no-cost Employee Assistance Program (EAP)
   

Slavic401k is an Equal Opportunity Employer 

Slavic 401k is an equal opportunity employer with a commitment of inclusion for all qualified candidates. Slavic401k strictly prohibits unlawful discrimination based upon an individual’s race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.

How to Apply

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