Our work positively affects millions of lives—and you can help make a difference.

We support our customers in navigating life’s uncertainties. No matter your role within the company, you’ll contribute to delivering protection and peace of mind when it matters most.

The Onboarding Manager oversees a team of Onboarding Specialists dedicated to delivering a smooth and positive experience for new brokers and policyholders. This role manages the entire onboarding journey—from application to successful implementation—by providing key information, support, and guidance. The team builds strong relationships with new clients, partners, and internal departments, handles inquiries, and ensures compliance with state regulations.

The Manager cultivates a team environment that encourages impactful decision-making and supports the achievement of Sales objectives.

Responsibilities:

– Design and execute strategies to improve onboarding processes, enhancing the experience for brokers and customers, and identifying opportunities for technological and procedural improvements.
– Create and maintain onboarding resources such as welcome kits, brochures, flyers, and training materials.
– Collaborate with Sales leadership to optimize processes, improve operations, and elevate the broker and customer experience.
– Lead process improvement initiatives, including developing business cases, managing project plans, assembling teams, and updating stakeholders on progress.
– Promote an inclusive and collaborative team culture that values open communication, diverse perspectives, and customer focus. Encourage independent thinking and constructive feedback.
– Use performance data to assess team productivity and quality, providing coaching, recognition, and effective performance management, including addressing difficult conversations.
– Serve as the onboarding business lead for changes involving processes, technology, and personnel. Support key initiatives that enhance value for brokers, customers, and the business.
– Handle escalated client issues, ensuring timely and satisfactory resolution.
– Develop strategies to boost team engagement and retention, aligning with company values and fostering professional development.
– Analyze broker and customer feedback to identify trends and areas for improvement, implementing changes to enhance satisfaction and loyalty.
– Ensure compliance with company policies, industry standards, and regulatory requirements, and address any gaps in adherence.
– Perform additional duties as needed.

Qualifications/Education:

– 5+ years of leadership experience, preferably in customer service, account management, or onboarding/implementation. Alternatively, a bachelor’s degree in Business Administration, Management, or a related field with 3+ years in Operations Management is acceptable.
– At least 5 years of experience in customer service or contact center leadership, with a proven track record of team management, operational efficiency, and customer satisfaction.
– Advanced training or certifications in leadership, process improvement, or customer experience management are required. Preferred certifications include Lean Six Sigma, PMP, or similar.
– Proven ability to apply business insights, analyze data, and implement strategies to improve team performance and customer outcomes.
– Preference for candidates with experience leading teams through organizational change and a strong understanding of insurance industry regulations and best practices.

Salary Range:

$66,500 – $105,000 annually

Protective’s target salary range for this role is $66,500 to $105,000. Actual pay may vary based on location, skills, and experience. This salary is one part of Protective’s overall compensation package.

This position also includes annual incentive opportunities based on individual and company performance.

Employee Benefits:

We’re committed to supporting the wellbeing of our employees and their families. Our benefits include comprehensive health, dental, and vision coverage, mental health support, and an employee assistance program. We promote work/life balance through paid time off, parental leave, short-term disability, and a cultural observance day. Financial wellbeing is also a priority, with benefits such as healthcare account contributions, a pension plan, and a 401(k) with company match. Employees can also participate in ProHealth Rewards, our wellness program that offers cash incentives for healthy habits.

Note: Benefit eligibility may vary by role in accordance with company policies.

Accommodations for Applicants with Disabilities:

If you need an accommodation during the application or hiring process due to a disability, please email martina.winston@protective.com. This information will be kept confidential and used solely to arrange appropriate accommodations.

Please use this email only for accommodation requests. General employment inquiries should be directed elsewhere.

We are proud to be an equal opportunity employer, committed to fostering an inclusive workplace and workforce.