Operational Onboarding Manager (CSS)

About the role

The Operational Onboarding Manager is responsible for delivering a seamless onboarding experience for Alan’s most strategic enterprise and public‑sector accounts in Belgium. The role combines operational excellence with ongoing support to ensure long‑term satisfaction and to help scale Alan’s prevention‑focused insurance offering.

Key responsibilities

• Train and onboard client administrators on Alan’s product, workflows, and best practices (remote and occasional onsite visits).
• Own end‑to‑end admin support for a portfolio of 5‑10 key accounts, handling requests, investigating issues, and coordinating with internal teams.
• Manage complex or sensitive conversations, including objections, escalations, and high‑stakes operational topics, with clarity and empathy.
• Anticipate and mitigate risks such as missing affiliations, payroll edge cases, and invoicing problems before they impact administrators.
• Identify recurring pain points and propose improvements to documentation, playbooks, and tooling.
• Contribute to the design of scalable processes, playbooks, and ways of working for the onboarding function.

Required profile

• Proven experience in operational onboarding, admin support, or client success for enterprise customers.
• Strong communication skills with the ability to handle sensitive conversations professionally.
• Proactive mindset with a focus on risk identification and prevention.
• Ability to work collaboratively across internal teams to resolve issues quickly.
• Comfort with remote work and occasional onsite visits in Belgium.

Required skills