What are the responsibilities and job description for the Manager Onboarding position at The Home Depot?
Req174923
Position Purpose
The Manager of Onboarding will oversee the daily activities of the Compliance organization as it relates to Service Provider Onboarding for the entire AHS Organization. This individual will ensure maximum efficiency and accuracy of work from the team to meet all deadlines and to ensure that data quality is maintained. The incumbent will provide over site of compliance of our Service Provider accounts including the company used for background checks for compliance processing. The manager will develop plans for training, quality reviews, implementing process improvements, developing metric reporting, and setting strategic direction. The incumbent is also responsible for the oversight of the coaching, teaching and training of all associates responsible for onboarding to ensure that they are providing optimum customer service levels to all AHS business leaders.
Key Responsibilities
Position Purpose
The Manager of Onboarding will oversee the daily activities of the Compliance organization as it relates to Service Provider Onboarding for the entire AHS Organization. This individual will ensure maximum efficiency and accuracy of work from the team to meet all deadlines and to ensure that data quality is maintained. The incumbent will provide over site of compliance of our Service Provider accounts including the company used for background checks for compliance processing. The manager will develop plans for training, quality reviews, implementing process improvements, developing metric reporting, and setting strategic direction. The incumbent is also responsible for the oversight of the coaching, teaching and training of all associates responsible for onboarding to ensure that they are providing optimum customer service levels to all AHS business leaders.
Key Responsibilities
- 25% Create strategy for Provider Support and compliance teams by providing recommendations for team development, and workload. Continually seek industry standards for best practices and actively driving business requirements for system development
- 25% Partner with Install Merchants and Field teams to properly manage Compliance/ Provider Support workload. Build strong working relationships with these stakeholders to provide excellent customer service.
- 20% Determine goals, direction, and action plans necessary to maximize short-term and long-term success of projects in department. Manage daily operations, workload, request tracking, team metrics, quality reviews, project plans, data integrity projects, scheduling, performance reviews, etc. of Provider Support and Compliance teams.
- 10% Monitor third party vendors and outside legal firm to ensure quality compliance processing and reporting. Build and manage metric reporting database to monitor daily team activities, data activities, error rates, cycle times, etc.
- 10% Manage adjudication process for badging process. Ensure all stake holders are properly notified during decisional process.
- 10% Actively seek and implement technology and processes to improve manual processes and quality of business
- This position reports to Sr. Manager or Director
- This position has 1 Direct reports
- Typically requires overnight travel less than 10% of the time.
- Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
- Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
- Must be eighteen years of age or older.
- Must be legally permitted to work in the United States.
- Knowledge and use of Microsoft Office Suite( Word, Excel, Access) as well as Visio and Microsoft Project
- Telephony System knowledge
- Experience in developing Metric Reporting
- Vendor Management Experience
- Accountable for the management of a department or functional group through subordinate supervisors/managers and for all personnel issues - including selection, termination, performance appraisal and professional development of subordinates.
- The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
- No additional education
- 8
- No additional years of experience
- None
- None
- None
- Supervisory/management experience
- Data analysis skills
- Meeting facilitation and presentation skills
- Communication, People skills, and Customer Service Focus
- Process Oriented
- Project Management skills