Onboarding & Implementation Lead

Swak BPO Corp. is one of the fastest-growing BPO companies in the Clark Freeport Zone. We are committed to delivering outstanding service to our clients through professionalism, energy, and enthusiasm. Our workplace fosters a culture of teamwork, stability, and dedication. As we continue to grow, we are looking for an  Onboarding & Implementation Lead to join our dynamic team.

The Onboarding & Implementation Lead is responsible for leading the onboarding, implementation, and launch of new Shared Services clients. This role serves as the primary coordinator throughout the onboarding lifecycle, ensuring agencies are successfully transitioned into Shared Services through structured planning, training, communication, and cross-functional execution.

This position combines elements of client success, project management, operations, training, and implementation coordination . The Shared Services Onboarding Specialist acts as the central point of contact between clients and internal departments, ensuring onboarding milestones are completed on time, risks are identified and addressed, and agencies are fully prepared for go-live.

The ideal candidate possesses exceptional English communication skills, strong business acumen, outstanding comprehension abilities, and the confidence to facilitate agency-facing conversations. They must be highly organized, proactive, solutions-oriented, and comfortable managing multiple onboarding projects simultaneously.

Job Responsibilities:

Agency Onboarding & Implementation Management

• Manage the complete onboarding lifecycle for new Shared Services agencies from kickoff through go-live.
• Serve as the primary onboarding contact for agency stakeholders.
• Guide agencies through onboarding requirements, timelines, expectations, and operational readiness activities.
• Coordinate onboarding milestones and ensure all required deliverables are completed within established timelines.
• Proactively identify onboarding risks, roadblocks, and dependencies and drive resolution.

Agency Training & Enablement

• Facilitate onboarding calls, implementation meetings, and agency training sessions.
• Train agency staff on:
• Shared Services workflows
• Submission procedures
• Communication protocols
• Service expectations
• Escalation processes
• Tracking and reporting tools
• Ensure agency personnel understand how to effectively engage with Shared Services.
• Adapt training approaches based on the audience's experience level and operational needs.
• Answer questions confidently and provide consultative guidance throughout the onboarding process.

Project Management & Cross-Functional Coordination

• Function as the project coordinator for all onboarding activities.
• Develop and maintain onboarding project plans, timelines, and status updates.
• Coordinate with multiple internal departments including:
• Shared Services Operations
• Workflow & Enablement
• Training
• Quality Assurance
• Technology
• Data & Reporting
• Sales
• Relationship Management
• Track onboarding tasks, action items, owners, and deadlines.
• Escalate issues appropriately to keep implementations on track.

Client Communication & Relationship Building

• Build trust and credibility with agency owners, managers, and staff.
• Lead professional client-facing discussions and presentations.
• Translate operational and technical concepts into clear, easy-to-understand language.
• Maintain proactive communication throughout the onboarding process.
• Ensure a positive onboarding experience that drives long-term client adoption and satisfaction.

Operational Readiness & Launch Support

• Conduct onboarding readiness reviews prior to go-live.
• Validate completion of required training, documentation, and system setup activities.
• Coordinate launch activities with operational teams.
• Support early-stage adoption following implementation.
• Ensure smooth transitions from onboarding to ongoing operational support and relationship management.

Process Improvement & Documentation

• Maintain onboarding documentation, checklists, templates, and training materials.
• Identify onboarding challenges and recommend process improvements.
• Collaborate with leadership to improve implementation consistency and client outcomes.
• Contribute to the continuous enhancement of onboarding methodologies and best practices.

Job Requirements:

• 1+ years of experience in either client onboarding, account management, project coordination, customer success, implementation management
• Exceptional spoken and written English communication skills.
• Strong presentation and facilitation abilities.
• Proven ability to manage multiple projects and competing priorities simultaneously.
• Advanced organizational and time management skills.
• Strong business writing skills.
• Ability to lead meetings with confidence and professionalism.
• Demonstrated problem-solving and critical-thinking abilities.
• Strong comprehension skills with the ability to quickly understand complex workflows, business processes, and client requirements.
• Experience in insurance is a plus!

Why work with Swak BPO Corp.?

• Opportunity to work with international teams and companies
• Opportunity in promotions and salary increases
• A company that provides HMO; upon reaching your second year with the company, you will get one (1) free dependent at no additional cost
• Free meals prepared and provided by the company to promote a healthy lifestyle
• Free shuttle services provided around Angeles City and nearby areas
• A recreational facility that provides comfort and entertainment for employees to unwind

*This is going to be on-site work. Our offices are located in Clark Freeport Zone, Angeles City, Pampanga.