[Hiring] Head of Onboarding @Epos Now Group

Role Description

As Head of Onboarding, you will take strategic and operational ownership of the entire customer onboarding journey within your region. This is a senior leadership role bringing together KYC, implementation and post-sales onboarding into one joined-up function. You will oversee the journey from the initial welcome and discovery call, through compliance and account setup, payments and hardware activation, training, go-live and ultimately customer graduation after 50 successful transactions.

You will lead a team of multi-skilled Onboarding Consultants, supported by Team Leaders, while working closely with Sales, Risk, Product and Support. A major part of the role will be using data and KPIs to improve performance, reduce onboarding-related churn and support queries, and increase the number of customers successfully reaching graduation.

• Leading the regional onboarding strategy and ensuring alignment with wider business objectives.
• Owning onboarding performance, KPIs and reporting.
• Overseeing KYC, compliance and risk management.
• Maintaining high standards of quality throughout the customer journey.
• Challenging Sales where the quality of a sale does not meet onboarding requirements.
• Developing Team Leaders and creating a strong coaching and performance culture.
• Driving continuous improvement across onboarding processes.
• Working cross-functionally to improve the overall customer experience.

The role has clear performance measures, including:

• 95% KYC completion
• 95% integration
• Average integration time of 10 days or less
• CSAT of 8.5+
• NPS of +40 or higher
• 100% QA within 24 hours

Qualifications

• Proven senior leadership experience within onboarding, implementation, customer success or post-sales.
• Strong stakeholder management skills across Sales, Risk, Product and Support.
• Experience planning, forecasting and managing performance against business targets.
• Strong analytical and reporting capability.
• A proven track record of coaching and developing people.
• Experience with CRM and workflow tools, ideally Salesforce and Google Workspace.
• Excellent communication and problem-solving skills.
• The ability to adapt quickly in a changing environment.
• A leadership style that sets the standard for others and holds people accountable.

Company Description

Epos Now is a technology business providing EPOS, payments and business management solutions to customers. The company is focused on delivering a seamless customer journey from the initial sale through implementation, go-live and beyond.