• Responsible for the quality of onboarding and performance of the onboarding group including planning / intake, onboarding managers and the transition team.• Creation of onboarding end to end process flows, documentation relating to process and procedure for delivery of onboarding. • Responsible for ensuring appropriate intake processes, documentation and templates surrounding handoff from pre-sales are in place to be successful in delivery.• Responsible for ensuring handoff artefacts are in place at the appropriate level of quality to steady state teams. • Responsible for set up and continuous improvement of tooling to support onboarding activities, reporting, trend analysis for service improvement and decision making. • Responsible for capacity planning, reporting and engagement with steady state to ensure early visibility of new business. • Responsible for customer satisfaction relating to onboarding activities.• Responsible for maintaining customer relationships through ongoing communication with customers where applicable.• Responds to any internal / external customer inquiries relating to the progression of accounts in onboarding status. • Responsible for managing customer escalations, including engaging management and executive level management in any escalation paths, providing regular updates to customers until escalation resolved and following-up with customer after completion of escalation to ensure customer is happy with the outcome.• Responsible for identification and reporting of any process gaps / issues or related improvements.• Responsible for all customer reporting, obtaining any specific report requirements for customers and working with the appropriate departments to have these completed and delivered.• Performance management of the team to specific metrics and objectives.