About the job
Job Title: Mobile Onboarding Manager
Location: Farnborough (Hybrid)
Salary: Competitive based on experience
Contract Type: Permanent
#LI-Hybrid
About the Role
As the Mobile Onboarding Manager, you will spearhead the delivery of outstanding customer satisfaction within our Mobile Onboarding team. This role entails guiding the team to effectively implement personalized projects that cater to our clients' needs.
Operating within the Implementation function, you will oversee the initial customer experience for all mobile clients, including both new and renewing contracts.
Your responsibilities will include leading, developing, and managing the Mobile Onboarding team, working closely with the Head of Mobile Onboarding. You will take charge of escalations in the Head's absence and ensure that the team receives adequate training, coaching, and continuous support.
The primary objective of your role is to provide clear leadership and direction to your team, ensuring efficient workload management, monitoring ticket volumes and queue performance, and upholding high service delivery standards across all projects.
Please note that this is a Hybrid role requiring onsite presence three days a week. Candidates must be able to commute to the office and possess their own transportation.
What You’ll Do
Purpose
- Lead and manage the execution of all Mobile Onboarding activities, covering new business, contract renewals, and large-scale projects, all aligned with business objectives.
- Develop, implement, and enhance onboarding processes, ensuring that the team is fully equipped and trained on both new and existing protocols.
- Identify process inefficiencies and take ownership of creating, maintaining, and embedding necessary documentation to ensure operational consistency and efficiency.
- Provide leadership support to the broader management team in managing sensitive and complex issues, maintaining a professional and commercially-focused approach.
- Maintain strategic oversight of ARO systems usage, ensuring effective adoption and providing guidance to both the team and wider business as needed.
- Proactively manage and escalate risks, sensitive issues, and high-priority matters, including SOS deals, to the Head of Mobile Onboarding.

