Divisional Success Manager

Title: Divisional Success Manager

Location:  Remote  East Coast work hours Preferable 

Pay: $75k to $90k a year

POSITION SUMMARY

The Divisional Success Manager ensures that new branches and new hires are equipped with everything they need by troubleshooting challenges, providing targeted support, and coordinating with various departments to fill any missing elements in the onboarding experience that is not supported by the corporate team. This role aims to deliver a consistent new hire experience to welcome, inform, and engage as the new hire transition into their new positions.

KEY RESPONSIBILITIES

1. New Branch Onboarding

• Create onboarding strategy, plan, and tracker for new branch onboarding
• Lead New Branch Onboarding calls with key stakeholders to review expectations, outline deliverables, and distribute meeting summaries
• Oversee and ensure the completion of new branch onboarding milestones across all departments

• Partake in bi-weekly check-ins with the Facilities team to provide updates on the new branch onboarding pipeline
• Act as the interdepartmental subject matter expert (SME) for cross-functional processes related to new branch onboarding

2. Project Management & Support
   • Act as an escalation point for the divisional team regarding onboarding and loan-level issues

• Liaison between Training, Marketing, IT & PAC relating to new hire / new branch onboarding

• Partake in weekly meetings with Retail EAs to deliver onboarding related training and guidance

• Collaborate on corporate initiatives as assigned by management.

3. Documentation

• Create and provide weekly new hire / new branch reports
• Complete miscellaneous projects, research, reports and memos as requested
• Gather necessary management approvals and ensure all paperwork is completed accurately.

4. Continuous Improvement

• Liaison between Training, Marketing, IT & PAC relating to new hire onboarding
• Provide recruiting, re-engaging and ongoing support, to aid in the retention of new Retail sales hires
• Prevent issues through regular communication to understand their needs
• Bridges any gaps in the onboarding process as needed
• Finding solutions for optimizing the new hire / new branch onboarding process and collaborating with management to implement them
• Build strong interpersonal relationships amongst corporate and retail branch management, with ability to balance strong & diverse personalities
• Promote collaborative environment between corporate and retail branch management, with capability to advocate alternative solutions

THIS JOB DESCRIPTION IS NOT INTENDED TO BE ALL-INCLUSIVE.  THE INCUMBENT WILL ALSO PERFORM OTHER REASONABLY RELATED BUSINESS DUTIES AS ASSIGNED BY MANAGEMENT.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Minimum of associate’s degree in business management
• Minimum of 7 years of leadership experience in management or supervisory positions
• 5 or more years of related onboarding/customer support experience (required within the Mortgage/Financial industry)
• Possesses strong attention to detail, time management skills and ability to multitask in a fast paced, demanding environment
• High degree of proactivity and making deadlines on or ahead of time
• Positive, approachable, personality; a problem-solver vs problem-finder mindset
• Excellent written and oral communication skills
• Ability to practice a high level of confidentiality
• Knowledge or experience using project management software (ex: Monday, Asana, Smartsheet, etc.)
• Proficiency in Microsoft Office Suite (Excel, Outlook, PowerPoint, Access)

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