RELOCATION ASSISTANCE: No relocation assistance available
CLEARANCE REQUIRED FOR START: No
CLEARANCE TYPE: None
TRAVEL: Yes, 10% of the Time
DescriptionNorthrop Grumman Enterprise Services is seeking an Onboarding Manager 2 responsible for day-to-day oversight of the New Hire Onboarding and associated processes, ensuring high quality and customer satisfaction within defined service level and cost parameters. The Onboarding Manager will have direct management responsibility for service center representatives supporting the onboarding of new hires, interns, and career initiated transfers for assigned sectors. The Onboarding Manager will serve as part of the HR Service Center leadership team and work closely with Enterprise and Sector Talent Acquisition, HR Business Partners, hiring managers and other stakeholders to ensure a pleasant and positive experience for new hires and internal transfers.
Responsibilities include, but are not limited to:- Oversee day-to-day administration of the New Hire Onboarding and associated processes, managing a team of 20+ staff
- Ensure proper work distribution, monitor service performance, address escalations, and engage other stakeholders as needed to ensure smooth Onboarding
- Supervise staff, manage staff performance, monitor quality, and coordinate and/or provide employee training/development as needed.
- Establish and foster positive relationships with sector customers and other stakeholders building strong partnerships to facilitate optimal service performance and user experience
- Work closely with other Onboarding Managers and Leads to ensure consistent service performance across teams
- Create and foster an environment that promotes excellent customer service, employee engagement, performance, culture, teamwork, and accountability
- Monitor and respond to Customer Satisfaction scores and feedback, working with appropriate stakeholders to drive customer satisfaction results each month
- Act as a champion for process automation and process improvement across assigned service area
- Develop strategies to meet business needs and improve the customer service experience by monitoring service levels and escalating customer requests
- Influence key stakeholders; mitigate issues quickly utilizing effective communication skills and in-depth knowledge of business sectors
Basic Qualifications:- Bachelor's Degree with at least 10 years of related experience OR Master's Degree with at least 8 years of related experience
- Prior experience within a highly customer-centric environment
- Process improvement experience
- Proficiency in the Microsoft Office Suite (Excel, Word, and PowerPoint)
- Ability to manage multiple, competing priorities / projects at once
Preferred Qualifications:- Working knowledge of centralized service center operations
- Experience preparing and analyzing data to identify themes, trends and recommended action
- In-depth knowledge of Northrop Grumman business sectors
- Applicant Tracking System experience (i.e., Workday, Taleo, ServiceNow)
- Strong background in HR, TA or OE
Primary Level Salary Range: $105,100.00 - $157,700.00
The above salary range represents a general guideline; however, Northrop Grumman considers a number of factors when determining base salary offers such as the scope and responsibilities of the position and the candidate's experience, education, skills and current market conditions.
Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay. Annual bonuses are designed to reward individual contributions as well as allow employees to share in company results. Employees in Vice President or Director positions may be eligible for Long Term Incentives. In addition, Northrop Grumman provides a variety of benefits including health insurance coverage, life and disability insurance, savings plan, Company paid holidays and paid time off (PTO) for vacation and/or personal business.
The application period for the job is estimated to be 20 days from the job posting date. However, this timeline may be shortened or extended depending on business needs and the availability of qualified candidates.
