Onboarding Team Lead NAMER

Position Overview:

As the Onboarding Team Lead, the primary responsibility is to oversee and guide the Employee Lifecycle Specialists in managing the entire employee experience. This includes providing leadership, support, and mentorship to ensure the team's success, as well as developing strategies and processes to enhance the employee journey since onboarding.

Additionally, as an Onboarding Team Lead, you will serve as the point of contact (POC) for escalations related to support, offboarding, and onboarding roles within the NAMER region. While the onboarding process for NAMER employees will report directly to you, you will also provide guidance and support for escalations and cross-regional alignment. The ultimate goal is to create a positive and seamless experience for employees and clients throughout their tenure with Horizons.

Key Responsibilities:

• Provide guidance, coaching, and support to a team of onboarding specialists, fostering a positive and collaborative work environment.
• Set clear performance expectations and goals, monitor progress, and provide regular feedback and performance evaluations.
• Develop and implement standardized onboarding and offboarding procedures, ensuring consistency and efficiency across the team.
• Continuously assess and improve processes to enhance client and employee experience, streamline workflows, and meet key performance metrics.
• Serve as a primary point of contact for key clients and employees during the onboarding process, and as the escalation POC for NAMER-related issues.
• Build strong relationships, understand client and employee needs, and ensure timely resolution of any concerns.
• Conduct regular audits and reviews of onboarding files, ensuring compliance with legal and regulatory requirements, accuracy of documentation, and adherence to company policies and procedures.
• Provide guidance and support to the team to maintain high-quality standards.
• Identify training needs and develop programs for the onboarding team.
• Provide ongoing coaching to enhance team members’ knowledge and skills, ensuring exceptional onboarding experiences.
• Work closely with cross-functional teams including client success, payroll, sales, legal, and finance to ensure smooth coordination and alignment during onboarding.
• Continuously evaluate and optimize the onboarding process using data and feedback.
• Propose and implement innovative solutions to enhance efficiency, scalability, and client satisfaction.
• Generate regular reports to track onboarding metrics, team performance, and client satisfaction.
• Provide insights and recommendations to drive process enhancements and achieve KPIs.
• Stay updated on employment laws, regulations, and compliance requirements.
• Ensure onboarding procedures align with legal standards and proactively mitigate potential risks.
• Define and track key performance metrics for the onboarding team.
• Set challenging yet achievable targets, monitor progress, and implement strategies to drive continuous improvement.
• Collaborate with Sales, Customer Success, and Operations to ensure seamless handover from the sales process to onboarding.
• Lead cross-functional projects related to onboarding process enhancements, system implementations, and client-specific initiatives.
• Foster a positive and engaging work environment for the onboarding team.
• Implement initiatives to enhance team morale, motivation, and professional development.
• Collaborate with external vendors to ensure seamless integration and delivery of services.
• Manage vendor relationships, negotiate contracts, and monitor performance.

Key Qualifications:

• Bachelor’s degree in Human Resources, Business Administration, or a related field (or equivalent experience).

• 2–3+ years of experience in onboarding or HR administration, including leadership or supervisory experience.

• Strong knowledge of global onboarding processes, compliance requirements, and best practices.

• Experience managing client relationships and serving as a POC for escalations is highly preferred.

• Excellent leadership, communication, and interpersonal skills.

• Strong analytical and problem-solving abilities with data-driven decision-making.

• Detail-oriented with excellent organizational and time management skills.

• Proficiency in HR software, CRM systems (ideally HubSpot and Confluence), and other onboarding tools.

• Adaptability to thrive in a fast-paced environment.

• Commitment to delivering exceptional client and employee experiences.

• Professionalism, integrity, and discretion when handling sensitive information.