Job Title: Customer Onboarding -TL
Location:
Chennai (On-site)
Function:
Brand & Marketing
Role Overview
As the Customer Onboarding Manager, you will lead the end-to-end onboarding and training operations for AssetPlus Academy. You will be responsible for managing the Customer Onboarding Specialists team and ensuring that aspiring Mutual Fund Distributors (MFDs) move seamlessly from enrolment to empanelment.
This role combines team management, training operations, funnel coordination, and conversion ownership. You will oversee the planning and execution of all online training batches, ensure batch readiness and student participation, coordinate closely with trainers, and drive timely onboarding activities across the funnel.
A key responsibility of this role is ensuring that sales-qualified leads (SQLs) are contacted promptly, enrolled into the right training batches, actively engaged throughout the learning journey, and ultimately converted into empanelled partners with AssetPlus.
You will work cross-functionally with the Business Acquisition team, trainers, onboarding specialists, and internal stakeholders to ensure smooth operations, high candidate engagement, and strong empanelment outcomes.
Key Responsibilities
Team Management & Performance Oversight
Lead and manage the Customer Onboarding Specialists team
Monitor team productivity, utilization, follow-ups, and onboarding quality
Ensure onboarding executives achieve enrolment, empanelment, and operational KPIs
Conduct regular performance reviews, coaching sessions, and process refreshers
Drive accountability across lead handling, follow-up discipline, and candidate engagement
Academy Training Operations
Plan and schedule monthly online training batches for AssetPlus Academy
Coordinate with trainers to ensure smooth execution of training programs
Manage training calendars, batch capacities, attendance tracking, and communication workflows
Ensure training sessions are conducted seamlessly with minimal operational gaps
Monitor batch health, student participation, and training completion metrics
Candidate Enrolment & Funnel Management
Ensure timely engagement of all SQLs passed from the Business Acquisition team
Oversee candidate enrolment into relevant training batches
Ensure sufficient batch occupancy and enrolment volumes month-on-month
Monitor funnel movement from:
SQL → Academy enrolment
Training completion → NISM certification
ARN registration → AssetPlus empanelment
Identify and address bottlenecks impacting conversions
Empanelment & Candidate Success
Drive overall empanelment targets for SFPlus Academy candidates
Ensure candidates receive complete support across:
NISM registration
Exam scheduling
ARN application
AssetPlus empanelment
Improve candidate engagement and reduce drop-offs across stages
Ensure high-quality onboarding experience and timely follow-ups
Qualifications & Experience
3–6 years of experience in onboarding operations, customer success, training operations, telesales management, or team handling roles
Prior experience managing calling/onboarding teams is preferred
Strong understanding of funnel management and conversion tracking
Excellent communication, coordination, and stakeholder management skills
Experience in BFSI, EdTech, training operations, or financial services is a plus
Familiarity with CRM tools, reporting, and performance tracking systems
Fluent communication in Hindi and English
What success looks like
Monthly training batches are executed smoothly and on schedule
Training batches consistently achieve strong enrolment and participation numbers
SQLs are contacted and enrolled within defined TATs
Customer Onboarding Specialists consistently achieve team KPIs
High conversion from Academy enrolments to AssetPlus empanelments
Strong candidate satisfaction and reduced onboarding drop-offs
Accurate tracking, reporting, and operational discipline across the onboarding funnel
