Onboarding Process Lead - Internet/Online

Onboarding leads shall play a crucial role in ensuring new network participants wishing to join ONDC network have a smooth and positive onboarding experience and facilitating their successful adoption of the ONDC network ecosystem. (S)he shall oversee the process of welcoming and integrating within the network, guiding them through the initial setup, educating them about the various aspects related to onboarding in terms of different functions such as policy, operations and governance, and also addressing any concerns or questions they might have. This role often involves collaborating with various teams such as network expansion, NPsupport, technology and product development to streamline the onboarding process and enhance NP satisfaction.

Key Responsibilities:

- Operate and optimise onboarding processes to ensure a smooth transition for network participants, maximising their understanding and utilisation of our offerings.

- Coordinate with network expansion, NP support, 3rd party onboarding teams such as certification agencies and product teams to align onboarding strategies with NPneeds and ONDC ecosystem capabilities.

- Act as a primary point of contact for new NPs, providing guidance, resolving issues, and addressing concerns during the onboarding phase.

- Analyse onboarding metrics and NP feedback to identify areas for improvement and implement enhancements to the onboarding process.

- Create and maintain onboarding documentation, resources, and training materials for internal and external use.

- Collaborate with the NP success team to ensure a seamless handoff post-onboarding and facilitate ongoing NP success.

Qualifications:

- Min. 5 years of experience in a customer-facing role, preferably in customer success, customer support, or onboarding.

- Proven track record of successfully managing customer relationships and driving customer satisfaction.

- Strong project management skills with the ability to prioritise tasks and manage multiple projects simultaneously.

- Excellent communication and interpersonal skills, with the ability to convey complex information in a clear and understandable manner.

- Analytical mindset with the ability to interpret data and derive actionable insights.

- Experience working in a fast-paced, dynamic environment with the capacity to adapt to changes and new technologies.