Description

Summary:

Responsible for managing multiple teams of service and onboarding specialists, including team leaders and managers, who provide seamless onboarding of new clients and ensure exceptional service delivery within the bank. This includes optimizing onboarding processes and ensuring compliance with regulatory requirements. Additionally, responsible for collaborating closely with internal teams to enhance customer experience, streamline service workflows, and drive operational efficiency all in an effort to deliver outstanding customer satisfaction.

Duties and Responsibilities:

• Responsible for coaching, developing and mentoring managers, team leaders and onboarding specialists.  Additionally responsible for establishing goals and performance expectations, managing colleagues to those expectations and ensuring consistency of the day-to-day activities of the team.  Implement strategies for continuous improvement.
• Work closely with large Huntington clients with multi-product and specialty Treasury Management (TM) onboarding needs and provide customized onboarding and servicing solutions. Oversee the end-to-end onboarding process for new customers, ensuring efficiency and compliance with bank policies.
• Address and resolve client concerns during onboarding to enhance satisfaction and retention. Monitor customer inquiries to ensure timely resolution of service requests and escalation to enhance customer satisfaction and retention.
• Develop and track metrics to drive operational efficiency and superior customer satisfaction.  Develop and enforce best practices for operational efficiency and service excellence.
• Collaborate with product teams to understand requirements for onboarding customers on new product launches and subsequent support. 
• Work with leadership and TM product teams to create and optimize processes as new products are introduced and optimize existing processes.  Conduct periodic reviews of customer feedback to identify areas for improvement.
• Perform other duties and projects as assigned.

Basic Qualifications:

• Bachelor’s Degree
• Minimum 10 years’ experience in client onboarding and program management.
• Minimum 5 years’ experience managing multiple teams of client onboarding specialists (or similar roles) with demonstrated expertise mentoring and coaching team members.

Preferred Qualifications:

• High level of strategic and analytical skills thought leadership and strategic vision to grow and improve client onboarding and servicing capabilities.
• Strong leadership/executive presence, communication skills, including proven experience in developing senior executive presentations and communications, distilling complex subjects into succinct updates.
• Ability to manage multiple priorities and work cross-functionally.
• Thorough knowledge of various software programs including Word and Excel, and the ability to quickly learn additional systems/software.
• Ability to communicate, influence, and operate effectively across various business functions and organizational levels.
• Aptitude to independently drive key pieces of work with resourcefulness and intellectual curiosity, sometimes with limited guidance.
• Demonstrated leadership skills with an ability to develop and coach others, oversee and guide the work of other colleagues in a team-oriented environment to achieve meaningful outcomes and create business impact.
• Strong business acumen, project management skills, the ability to handle multiple priorities, responsiveness to tight timelines, demonstrates managerial courage as well as the capability to interact with all levels of the organization in a professional manner.
• High level of strategic and analytical skills.
• Synthesizes problems and develops and implement innovative solutions and strategies.
• Ability to drive execution of strategies, acting independently and/or in collaboration with other stakeholders as appropriate.
• Ability to engage and collaborate effectively with stakeholders from different areas and in complex organizational environments with effective matrix engagement capability.
• Excellent judgment as well as the ability to work with confidential documents and information and excellent follow-up skills.
• Proven ability to understand requirements and impacts from both technical and business persp