Head of Onboarding

About the Company

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.

This role sits within a growing regional Onboarding function and plays a key part in improving the customer experience, operational performance and long-term customer retention. The position can be based in Norwich, Florida or remotely, reporting directly to the VP of Operations.

About the Role

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.

Key areas of responsibility include

* 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. *