Onboarding Manager

Job Introduction
Serco is a partner of choice to the European Institutions and other International Organisations. For the past 30 years, we have been providing European and International Organisations a wide range of services including ICT services in support, infrastructure, operations and development as well as managing different contact centres for the key European Institutions, agencies and organisations, in Brussels and across Europe.

What connects the ever-growing Serco workforce is a passion for delivering great service
- To keep ahead, we have to evolve continually and enhance the way we deliver our services. Everyone in Serco has a role to play, here.

Serco provides the right environment to encourage ideas and a comprehensive Best Practice support network that enables them to put their ideas into action.

We are hiring a **Onboarding Manager (OM)** for our prestigious partner DIGIT TM (DG Informatics) **in Brussels**. DIGIT-TM is a contract from the European Commission for IT services across Europe.

If you like to work in a multi-cultural and dynamic environment, this opportunity can answer to your expectation.

**We look forward to meeting you Discover the offer below and click on ‘Apply’ if you know that your skillset and talents are a suitable match for this opportunity.**

At Serco, we do not only offer a career but also the opportunity to join a community where everyone’s wellbeing matters, by living out the Serco values in all we do

Main Responsibilities
Are you looking to secure a career in a public sector environment? We would love to hear from you

As **Onboarding Manager (OM)** you will be responsible for:

- Customer relationship management aiming at the adoption of digital solutions.
- Creation of stakeholder maps or similar.
- Creation of adoption dashboards and reports.
- Overseeing the adoption journey of several types of stakeholders.
- Resolving stakeholder complaints quickly and efficiently.
- Contributing to the success of digital projects and initiatives by keeping stakeholders updated to ensure their adoption of digital solutions.
- Identifying the services needed to ensure stakeholder satisfaction.
- Autonomously turn communication objectives into strategies, tasks and activities and oversee /contribute to their implementation.
- Managing communications and defining strategies to increase results in line with defined adoption targets (from awareness to action).
- Creating and enforcing plans that help meet the needs of stakeholders.
- Reporting to relevant structures.
- Ensuring effective quality assurance and the overall integrity of the projects, and outwardly on its coherence with infrastructure planning, interfaces with other projects and corporate, technical and specialist standards.
- Monitoring expenditure and costs against delivered and realised benefits as the projects progresses.
- Ensuring the delivery of new products or services from projects is to the appropriate level of quality, on time and within budget, in accordance with the project plan and governance arrangements.
- Ensuring there is allocation of common resources and skills within the projects.
- _Capability of integration in an international/multicultural environment, rapid self-starting capability and experience in working in team;_
- _Ability to participate in multilingual meetings;_
- _Ability to work in multi-cultural environment, on multiple large projects;_
- _Excellent Team Player;_
- _Ability to understand, speak and write English C1, French C1 will be an advantage;_

In return, we offer a friendly, supportive and professional environment that respects your work/life balance and ultimately contributes to the delivery of public services in Belgium and around the world.

**LEVEL OF EDUCATION**
- A master degree of 5 years.

**KNOWLEDGE AND SKILLS**
- Knowledge of customer relationship management practices and tools.
- Knowledge in using tools to build adoption dashboards and reports.
- Knowledge in analysing customer segments, e.g. experiencing a specific product problem.
- Experience in the use of Atlassian collaborative tools (e.g., Confluence and Jira) and Microsoft Office Tools (e.g., PowerPoint).
- Effective leadership, interpersonal and communication skills.
- Ability to command respect and to create a sense of community amongst the members of the project teams.
- Excellent knowledge of techniques for planning, monitoring projects.
- Sound business case development and approvals skills.
- Excellent knowledge of project management methods such as RUP, Agile, PM², Prince2.
- Good knowledge of budgeting and resource allocation procedures.
- Sufficient seniority and credibility to advise project teams on their projects in relation to the programme.
- The ability to find ways of solving or pre-empting problems.
- Practical experience in information extraction, as well as from big data sources is highly recommended.
- Ability to work autonomously, managing his/her own workload indepe