Senior Customer On/ Off Boarding Manager

The employer -Ntrinsic Consulting are currently seeking an experienced Senior Customer On/Off Boarding Manager. You as the Senior Customer On/Off Boarding Manager will lead the end to end on and off boarding process, working across operational managers to ensure a seamless experience is delivered for customers. You will working alongside the largest Telecoms Initiative Network.

The job

• Be the lead colleague for overseeing revisions to the on-boarding process including:
  • Leading on the appointment of an external consultancy to support the digitisation and rationalisation of the on and off boarding process for all user categories.
  • Supporting the implementation of proposed recommendations internally and externally, including explaining changes to operational colleagues and leading workshops to embed change.
• Maintain oversight of the existing on and off boarding process and support the Director in assisting in-flight on boarders, including supporting senior level customer meetings and producing high quality collateral.
• Support the delivery of high quality customer collateral for all User journeys.
• Work with the Head of Projects and Partnerships to understand the pipeline of potential Users and provide technical insights and advice in support of innovation projects.
• Be a central point of contact for all in-flight on/off boarders, providing responses to the full range of on/off boarding queries and fielding SMEs as appropriate.
• Be a recognised leader for customer on/off boarding and effectively manage all SMEs within the Service Centre.
• Supporting Account Management Director in preparing market insights and customer intelligence reporting.

Regularly analyse and learn lessons from Onboarding and Off boarding and produce detailed reports that enable key stakeholders to understand key trends, patterns and issues, whilst evaluating performance against company and regulatory requirements

The ideal candidate

• A strong understanding of the energy and adjacent technology and utility markets and trends, including net zero challenges and opportunities.
• Gravitas – the ability to embed new processes and ways of working across a variety of different stakeholders (internal and external).
• Excellent written and communication skills and the ability to effectively analyse complex process-based issues and associated regulatory standards.
• Strong self-awareness and the ability to adapt style and approach as required.
• An approachable, engaging persona, who puts the customer first and goes the extra mile to deliver high quality outcomes for customers.
• Objective approach to problem solving, comprehensive analytical skills and the ability to support the implementation of new systems and processes
• Excellent organisational skills, and the ability to produce concise and timely updates to a variety of audiences.
• Ability to work under pressure, showing resilience to competing demands

Salary range & benefits – Hybrid working – 8 days PCM (per calendar month) in London

Salary: up to £72K

Location – London

The application – 2 stage interview process

1^st stage Microsoft Teams & 2^nd stage F2F (face to face)