Manager, Onboarding (AMER)

The AMER Onboarding Manager is responsible for leading the successful onboarding and implementation of new clients across the Americas region. This role manages the end-to-end onboarding process, ensuring a seamless transition from project initiation through to business-as-usual (BAU) operations while delivering an exceptional client experience.

Reporting to the Onboarding Lead, you will coordinate cross-functional teams, manage implementation timelines, oversee system and data setup, and ensure clients achieve value quickly through a structured and efficient onboarding process.
Key Responsibilities
Onboarding & Implementation

- Lead and manage end-to-end client onboarding and implementation projects across the Americas region.

- Develop onboarding plans, project timelines, and implementation schedules to ensure successful delivery.

- Coordinate with internal stakeholders across Operations, Payroll, HR, Technology, Finance, and Customer Success throughout the onboarding lifecycle.

- Monitor project progress, proactively identify risks, and ensure onboarding milestones are achieved.

Data & System Setup

- Oversee the accurate setup of client, employee, payroll, and entity data across internal platforms and systems.

- Ensure data accuracy, completeness, and compliance with internal processes and client requirements.

- Validate onboarding documentation and coordinate data migration where applicable.

Handover to Business-as-Usual (BAU)

- Coordinate a structured and documented handover from implementation to operational delivery teams.

- Ensure all onboarding activities, documentation, and system configurations are completed before transition.

- Work closely with operational teams to ensure continuity of service following implementation.

Client Experience & Time-to-Value

- Serve as the primary point of contact for clients throughout the onboarding process.

- Build strong client relationships through proactive communication and effective project management.

- Deliver a positive onboarding experience while reducing implementation timelines and accelerating time-to-value.

- Manage client expectations and resolve onboarding issues in a timely manner.

Continuous Improvement

- Identify opportunities to improve onboarding processes, tools, and client experience.

- Support the development of standardized onboarding methodologies and best practices.

- Contribute to process improvement initiatives that enhance operational efficiency and service quality.

Key Performance Indicators (KPIs)

- Onboarding cycle time and time-to-value.

- On-time completion of onboarding projects.

- Data setup accuracy and rework rates.

- Client satisfaction throughout the onboarding journey.

- Successful and timely handover to Business-as-Usual (BAU) operations.

- Implementation quality and project delivery metrics.

Requirements
Required Qualifications

- Bachelor's degree in Business Administration, Project Management, Human Resources, Information Systems, or a related field.

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4–6 years of experience in client onboarding, implementation, project management, customer success, or service delivery within a business services environment.

- Experience managing multiple onboarding or implementation projects simultaneously.

- Strong project coordination and organizational skills with exceptional attention to detail.

- Experience working with cross-functional teams in a fast-paced environment.

- Excellent communication and stakeholder management skills.

- Strong analytical and problem-solving abilities.

- Proficiency in Microsoft Excel, PowerPoint, and project management or CRM tools.

Preferred Qualifications

- Experience onboarding clients within Payroll, HR Services, Employer of Record (EOR), Professional Services, Global Mobility, or Entity Management.

- Familiarity with implementation methodologies and CRM, HRIS, payroll, or service delivery platforms.

- Experience working in a multi