Head of Onboarding - London, United Kingdom - ARENKO GROUP

Description

The Role:
Head of Onboarding & Implementation


Reporting to:
Director of Projects


Location:
London & Hybrid

As the Head of Onboarding & Implementation, you will ideally be a seasoned leader in a Customer Onboarding function and will own the customer onboarding & implementation process from contract signature to the go-live date.

You'll be responsible for scaling the Onboarding & Implementation operation whilst collaborating with the account management, project services and technology teams throughout Arenko to shape the future of this critical phase of operational delivery and provide alignment to the business strategy and values.

The scope of the role spans people, process, technology, and supply chain. You'll need to provide quality on time delivery to provide a best-in-class service experience for our clients. The role requires excellent strategic, portfolio management, business process and logistics skills to effectively grow our customer install base


The Role:

• You must ensure our onboarding and implementation business process is highly efficient in a rapidly changing and competitive landscape.
• You will be focused on delivery, budgetary control, and stakeholder engagement.
• You will be commercially focused on delivering bottomline improvements whilst building best in class delivery
• You will lead and grow the team through regular communication, goal setting, coaching, and career development planning
• You will improve productivity through continuous improvement by highlighting deficiencies and recommending changes to tools, processes, reporting, and employee engagement.
• You will identify risks, facilitate the resolutions, and ensure that risks are promptly communicated to the management and all relevant parties
• You will define and manage all operational metrics for the team from highlevel KPIs to individual Onboarding scorecards that align with company goals You will Provide guidance and direction to the onboarding team on daytoday basis.
• You will provide guidance and direction to the onboarding team on daytoday basis.

About You:
Key Skills

• You'll need to be credible, with the gravitas to engage effectively with vendors, on a peertopeer basis and at board level.
• You'll demonstrate a level of professionalism, resilience, and flexibility
• Excellent communication skills across a range of channels and audiences must be able to discuss complex issues in a plain and concise manner.
• You will have the ability to clearly articulate technical and nontechnical solutions to a variety of audiences

• Self-Management

• A structured and selfdisciplined approach to work; effective time management and planning skills.
• Interpersonal / Relationship Skills strong interpersonal skills with the ability to listen, question and interpret stakeholder requirements and build ongoing relationships.
• Team Player contributing to all aspects of work carried out by the company and collaborating as required to achieve company objectives.
• You will be resourceful with a demonstrated ability to anticipate change and being able to adjust positively to situations that involve changing scope/approaches, shifting priorities.
• You will have contract management experience and be commercially minded

Qualifications & Experience

• Portfolio Management / CIPS certification or similar
• 5 years+ experience in customercentric service operations, onboarding or logistics roles
• Solid understanding of value drivers in recurring revenue business models
• Strong track record of vendor engagement and delivery success.
• Experience scaling teams and processes in a growing company and a fastpaced environment.
• Knowledge of management tools with the ability to pull KPIs, create reports, and provide analysis.
• Expertise in the creation of policies, procedures, and procurement packages
• Salesforce/inspire planner experience is a plus

About Arenko

As we move to the high-renewables and low carbon era, electricity storage is transforming the way the energy industry operates.

The energy industry is fast becoming a digital and multidisciplinary sector that provides a fundamental service for modern society, but these needs must be delivered in a socially responsible way.

Arenko are using new technology to add flexibility to the grid and secure supply in this fast-changing industry, offering a huge variety of opportunities for the future.

Arenko was founded in 2014 and we are growing rapidly in an emerging sector.

Arenko is a fun, inclusive and fast-paced environment and our team are self-motivated, enthusiastic and take a collaborative approach to help the business develop and grow.

We offer a range of benefits including:

• 25 days holiday (+ bank holidays), carry over flex and festive office closure
• Flexible working
• Enhanced parental leave offerings
• Company pension scheme
• Annual learning and development budget
• Bike to Work Scheme
• Octopus EV Scheme
• A commitment to your wellbeing, with ac