MSCC Admin - Mgr - Onboarding and Development

TITLE: MANAGER – ONBOARDING AND DEVELOPMENT
STATUS: EXEMPT
REPORT TO: DIRECTOR MEMBER SERVICE & EXCELLENCE
DEPARTMENT: MSCC ADMIN
JOB CODE: 11955
PAY RANGE: $103,100.00 - $110,000.00 ANNUALLY

GENERAL DESCRIPTION

The Manager – Onboarding and Development, plays a critical role in ensuring the contact center is staffed with the right talent while delivering seamless, engaging, and high-quality onboarding experience. Reporting to the Director – Member Service and Experience this role is entirely responsible for ensuring the MSCC has the talent needed to deliver an exceptional member experience with knowledge, skills and abilities that reflect our core values of: We care with heart, serve with pride and deliver with excellence. The Manager owns all MSCC hiring efforts: overseeing requisition approvals, budget alignment, recruitment facilitation, onboarding coordination, and peer coaching program execution. The ideal candidate is highly organized, collaborative, and people-focused, with a passion for employee experience and the operational skills to deliver it. They bring strong program management skills, cross-functional coordination abilities, and a deep understanding of hiring workflows, timelines, and stakeholder alignment. This leader fosters a culture of accountability, inclusion, and continuous learning—ensuring that every interaction reflects care, respect, and a drive for excellence. They are committed to creating a positive, member-focused environment where people thrive, feel they belong, and are empowered to succeed.

TASKS, DUTIES, FUNCTIONS:

• Manage staffing plans, headcount tracking, and requisition approvals in alignment with budget and operational needs.
• Coordinate end-to-end recruitment activities with hiring managers and Talent Acquisition.
• Oversee onboarding logistics to ensure a seamless and consistent new hire experience.
• Lead peer coaching and new hire integration programs to support early engagement and retention.
• Monitor hiring timelines and proactively identify delays or process gaps.
• Serve as a central resource for hiring managers on staffing workflows, updates, and support.
• Ensure compliance and consistency in staffing and onboarding processes.
• Partner with Workforce Management to align hiring pace with service demand.
• Drive continuous improvement of staffing and onboarding practices.
• Analyze and report on hiring metrics and trends, providing insights and recommendations to drive data-informed decisions.
• Build and maintain strong relationships with hiring managers and other stakeholders, providing guidance on process execution and enhancing the candidate and employee experience.
• Role model problem-solving, adaptability, and service excellence in a fast-paced and evolving environment.

PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASK:
1. Effective oral and written communication skills are required to talk to HR staff members, to all other levels of employees in the Credit Union, applicants, and outside contacts on the telephone and in person.
2. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal, personal computer, and other standard office equipment, including photocopier, adding machine, facsimile machine, and telephone.

ORGANIZATIONAL CONTACTS & RELATIONSHIPS:
1. INTERNAL: All levels of the Contact Center staff and management, LED, HR
2. EXTERNAL: Applicants, applicants’ personal references and/or employers, Temp and Community based organizations as may be needed.

QUALIFICATIONS:
EDUCATION: Bachelor’s degree in business, HR, Operations, or related field.

EXPERIENCE:

• 7+ years of experience in a contact center service, staffing operations, or talent coordination roles. 3+ years leading a team.
• Experience supporting large-scale or high-volume hiring efforts, ideally in a contact center or operations-heavy environment.
• Familiarity with ATS, HRIS, and onboarding platforms.

KNOWLEDGE / SKILLS:

• Manage staffing plans, headcount tracking, and requisition approvals in alignment with budget and operational needs.
• Coordinate end-to-end recruitment activities with hiring managers and Talent Acquisition.
• Oversee onboarding logistics to ensure a seamless and consistent new hire experience.
• Lead peer coaching and new hire integration programs to support early engagement and retention.
• Monitor hiring timelines and proactively identify delays or process gaps.
• Serve as a central resource for hiring managers on staffing workflows, updates, and support.
• Ensure compliance and consistency in staffing and onboarding processes.
• Partner with Workforce Management to align hiring pace with service demand.
• Drive continuous improvement of staffing and onboarding practices

PHYSICAL REQUIREMENTS:

• Combined sitting and moving throughout the workday responding to the needs of new employees, partner stakeholders, hiring managers and candidates for interviews.
• High telephone volume. Corrected hearing in the normal range required. A telephone device to enhance hearing will be provided if needed.

LICENSES / CERTIFICATIONS: None

THIS JOB DESCRIPTION PROVIDES AN OVERVIEW OF THE GENERAL SCOPE AND LEVEL OF WORK EXPECTED TO BE PERFORMED, BUT IT IS NOT AN EXHAUSTIVE LIST OF ALL DUTIES OR RESPONSIBILITIES ASSOCIATED WITH THE POSITION. THE CREDIT UNION RESERVES THE RIGHT TO MODIFY, ADD, OR REMOVE DUTIES AS NEEDED WITHOUT ADVANCE NOTICE. EMPLOYEES MAY BE REQUIRED TO PERFORM ADDITIONAL TASKS AND DUTIES AS DIRECTED BY THEIR SUPERVISOR, PROVIDED SUCH TASKS ARE WITHIN THE EMPLOYEE’S KNOWLEDGE, SKILLS, AND ABILITIES, OR CAN BE PERFORMED WITH REASONABLE TRAINING. NOTHING IN THIS JOB DESCRIPTION ALTERS THE AT-WILL EMPLOYMENT RELATIONSHIP OR LIMITS THE CREDIT UNION’S RIGHT TO ASSIGN OR REASSIGN DUTIES AND RESPONSIBILITIES TO THIS POSITION AT ANY TIME