Onboarding Manager

RELOCATION ASSISTANCE:
No relocation assistance available

CLEARANCE REQUIRED FOR START:
No

CLEARANCE TYPE:
None

TRAVEL:
Yes, 10% of the Time

At Northrop Grumman, our employees have incredible opportunities to work on revolutionary systems that impact people’s lives around the world today, and for generations to come. Our pioneering and inventive spirit has enabled us to be at the forefront of many technological advancements in our nation’s history - from the first flight across the Atlantic Ocean, to stealth bombers, to landing on the moon.

We look for people who have bold new ideas, courage and a pioneering spirit to join forces to invent the future, and have fun along the way. Our culture thrives on intellectual curiosity, cognitive diversity and bringing your whole self to work — and we have an insatiable drive to do what others think is impossible. Our employees are not only part of history, they’re making history.

Northrop 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.

• 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

• 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

• 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, Service Now)
• Strong background in HR, TA or OE

Primary Level Salary Range: $ - $

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…