What you'll do

• Oversee the onboarding for all SiteMinder labeled products and services to internal and external customers, with a primary focus on customers based in the Apac/Asia market.
• Be a Subject Matter Expert for training on SiteMinder labeled products. Have an in-depth understanding of the technology, the service you deliver, and the tools you use in order to mentor the Onboarding Analysts.
• Monitor and analyze your team's training sessions in line with your KPI's, to ensure that individual Onboarding Analysts are delivering a high level of customer satisfaction and meeting their KPIs.
• Adopt and enforce the relevant processes, procedures and policies of SiteMinder's Onboarding Team to ensure a consistently high level of customer service. Where necessary identify shortfalls in the process and procedures and suggest process improvements.
• Ensure improved Onboarding success by managing and ensuring risks of onboarding attrition and customer dissatisfaction are prevented.
• Managing expectations for scheduling training and set-live dates in an assertive manner, ensuring that customers' training is completed effectively and on time.
• Ensure improved Onboarding Success by managing and ensuring risks of onboarding attrition and customer dissatisfaction are prevented.
• Help the team to provide value add information and advice to new customers
• Managing expectations for scheduling training and set-live dates in an assertive manner.

What you have

• Strong team leadership/ mentoring skills
• Account management experience
• Ability to continuously identify and implement process improvements
• Ability to identify and implement productivity and efficiency improvements
• Ability to innovate and share with global community
• Have the ability to oversee and correct employee's work, whilst still inspiring and motivating them
• Analyze Dashboards and reports to create action plans for improvement and continuous improvement outcomes
• Ability to deliver training sessions with a high level of energy, enthusiasm and customer engagement
• Ability to operate across several computer platforms (Mac and Wintel) and common browsers (Firefox and Chrome)
• Takes ownership of Cases from end to end
• Great capacity for customer interaction and conflict resolution
• Experience working within an SLA and KPI driven environment

• Equity packages for you to be a part of the SiteMinder journey
• Hybrid working model (in-office & from home)
• Mental health and well-being initiatives
• Generous parental (including secondary) leave policy
• Paid birthday, study and volunteering leave every year
• Sponsored social clubs, team events, and celebrations
• Employee Resource Groups (ERG) to help you connect and get involved
• Investment in your personal growth offering training for your advancement