Position Description - Head of Onboarding Experience About the role: Create and lead an outstanding, scalable, end-to-end onboarding experience that has new agreement holders, loan writers, and CSMs productive as quickly as possible, and advocating to others about how easy it is to transition to LMG (across all service plans and across resi, commercial & asset finance).
Your mission will involve implementing the initial onboarding Kaizen recommendations and continually improving/transforming the experience for any new joiners to LMG or any service plan changes.
Key responsibilities: Strategy and Transformation Develop and deliver a comprehensive onboarding experience transformation strategy that delivers a best practice, scalable, end-to-end experience for anyone joining LMG (AH, LW, CSM), across any service plan, and for any service plan changes.
Deliver on a roadmap of prioritized and sequenced change initiatives to deliver both short and long-term outcomes.
Customer Experience Excellence Set and lead the team to deliver on a compelling vision for onboarding excellence.
Ensure the experience is differentiated based on service plan and role type.
Lead and cultivate a culture of service excellence/customer focus.
Lead the team to deliver on and improve on SLAs across all service plans/role types.
Implement a premium service experience for our VIP businesses.
Ensure a clear upskilling/development program is in place to drive improved capability and service across all touchpoints.
Continual Process Improvement Ensure the team is constantly working to reduce time to onboard businesses and improve the quality of the experience.
Cultivate a continuous improvement mindset and outcomes in the team.
Business Solutions/Problem Solving Implement feedback & learning loops that identify trends/recurring issues and implement preventative strategies at root cause level to reduce future queries/issues.
Create and share business intelligence with relevant stakeholders across the business and influence and drive change with stakeholders who may need to implement solutions to address trends you are identifying.
Regularly optimize the onboarding team operating model and team structure to ensure: We break down silos, reduce handoffs, onboard as quickly as possible.
End-to-end ownership of issues.
Delivery on changing needs and requirements of the business and our customers.
Utilization of technology to enhance/augment.
Utilization of all team members' capacity and capability/expertise.
Optimize the staffing mix between teams and onshore & offshore as required.
Work closely with the growth & talentforce teams to ensure resourcing requirements are accurately forecast and in place to address peak periods.
Technology and Data Utilization Work with the CTO and CDAO to develop and execute a technology and data roadmap as required - ensuring improved service outcomes and reduced cost to serve.
Stakeholder Relationships Actively influence stakeholders to get outcomes you need to be successful for the team and/or to remove barriers.
Key relationships include but are not limited to recruitment, distribution, technology, legal, agreements, commissions, service centre, training & implementation specialists, marketing.
Team Enablement Ensure we are utilizing both existing and new technologies and data to optimize our onboarding experience and team ways of working.
Ensure the team readily has available the information and tools they need to effectively onboard.
Implement key measures of success, regular reporting and monitoring & drive accountability of the teams to improve on all key metrics.
Leadership Lead & role model a Culture of One LMG and our values across all the teams in the service centre.
Set the performance standards for the team and hold people to account.
Empower team leaders to lead their teams to deliver strong outcomes across all metrics, actively lifting the leadership capability of your team.
Act as a key escalation point for the team, making critical business decisions as required.
Ensure regular upskilling/cross-skilling & coaching of the team is in place.
Ensure career pathing is in place across LMG.
Key KPIs: Reduced cost to serve.
Improved speed of onboarding/time to productivity.
Improved first touch resolutions/min handoffs.
Improved quality/customer satisfaction/experience metrics e.g., NPS/Voice of customer.
Reduction in queries to recruiters/PMs/BSMs.
Achievement of budget targets including - reduction in cost to serve.
Reduction in volume of queries (i.e., by preventing issues occurring).
Outcomes (not just effort/inputs).
To succeed in this role you will bring: Transformation experience.
Ability to reimagine/see new ways of doing things, not accepting of the status quo (the way things have always been done).
Ability to straddle both the big picture/long term with short term/incremental.
Decision making and prioritization.
Process/continuous improvement mindset and experience.
Leader of leader experience.
Strong tech/data literacy and experience implementing technology to deliver improved service outcomes.
Excellent stakeholder management & influencing skills.
Whole of business mindset.
Change management.
Knowledge of LMG - our systems, offerings, network, ways of working etc.
Onshore/offshore experience - cross-cultural appropriate leadership.
Ideally Kaizen/lean experience.
Ideally be Melbourne-based (given location of the majority of the team).
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