This role focuses on enhancing and simplifying the onboarding process to ensure a smooth integration experience for new partners.

The Onboarding Manager reports directly to the Head of Operations.

Key Responsibilities

1. Onboarding Process Management

• Timely Onboarding: Ensure the efficient and timely onboarding of new retailers and restaurants, meeting predefined timelines and quality standards.
• Process Coordination: Coordinate all aspects of the onboarding process, including initial contact, documentation, system integration, and training.

2. Process Improvement

• Enhancement: Continuously seek ways to enhance the onboarding process, making it more efficient and user-friendly for new partners.
• Simplification: Identify and implement methods to simplify the onboarding procedures, reducing the time and effort required for new partners to get started.

3. Relationship Management

• Partner Interaction: Serve as the primary point of contact for new retailers and
• restaurants during the onboarding phase, providing guidance and support.
• Feedback Collection: Gather feedback from new partners on the onboarding experience and use this information to drive improvements.

4. Training and Support

• Training Programs: Develop and deliver training programs for new partners, ensuring they understand how to use the platform and are aware of best practices.
• Ongoing Support: Provide ongoing support to new partners during the initial stages of their engagement with the platform, addressing any issues or concerns that arise.

5. Documentation and Compliance

• Documentation Management: Ensure all necessary documentation is collected, verified, and properly filed during the onboarding process.
• Compliance: Ensure that the onboarding process complies with all relevant regulations and company policies.

6. Collaboration and Communication

• Internal Collaboration: Work closely with other departments, such as customer service, logistics, and IT, to ensure a seamless onboarding experience for new partners.
• Stakeholder Communication: Maintain clear and effective communication with the Head of Operations and other key stakeholders regarding onboarding progress and challenges.

7. Performance Monitoring and Reporting

• KPI Tracking: Develop and monitor key performance indicators (KPIs) related to the onboarding process, such as time to onboard, partner satisfaction, and process efficiency.
• Reporting: Create detailed reports on onboarding activities and performance, providing insights and recommendations to the Head of Operations.

Reporting and Escalation

• Reports to: Head of Operations
• Escalation Point: Escalate significant onboarding issues or delays to the Head of Operations for resolution.

The Onboarding Manager is expected to create a positive onboarding experience for new partners, driving continuous improvement in onboarding processes and ensuring that new retailers and restaurants are integrated efficiently and effectively into the ecommerce platform.