Onboarding Service Manager

Horan Securities, Inc.; Toronto; Remote; CAD 80,000 - 100,000; Full time

Job summary

A prominent company is seeking an Onboarding Service Manager to ensure a seamless onboarding experience for employees and contractors. This remote opportunity in Ontario involves managing onboarding requests, maintaining ServiceNow workflows, and liaising with various stakeholders to enhance onboarding efficiency. Candidates should have significant experience in IT service delivery and demonstrate strong organizational and communication skills.

Benefits

Comprehensive health benefits

Disability insurance

RRSP matching

Paid-time-off benefits

Qualifications

• 3-5 years of experience in onboarding coordination or IT service delivery.
• Experience managing employee and contractor onboarding workflows.
• Proficient with ServiceNow or equivalent ITSM platform.

Responsibilities

• Manage inbound onboarding requests and hardware procurement.
• Coordinate access provisioning and validate onboarding policies.
• Track SLAs and performance metrics for onboarding.

Skills

Organizational Skills

Communication Skills

Customer Service Skills

Problem-Solving Skills

Education

Relevant Experience in IT Service Delivery

Tools

ServiceNow

Job description

ABOUT US
At HUB International, we are a team of entrepreneurs. We believe in protecting and supporting the aspirations of individuals, families, and businesses. We help our clients evaluate their risks and develop solutions tailored to their needs. We believe in empowering our employees to learn, grow, and make a difference. Our structure enables our teams to maintain their own unique, regional culture while leveraging support and resources from our corporate centers of excellence.

HUB is one of the largest global insurance and employee benefits brokers, providing a boundaryless array of business insurance, employee benefits, risk services, personal insurance, retirement, and private wealth management products and services. With over $5 billion in revenue and almost 20,000 employees in 600 offices throughout North America, HUB has grown substantially, in part due to our industry leading success in mergers and acquisitions.

Onboarding Service Manager

The Onboarding Service Manager ensures a seamless, timely, and high-quality technology onboarding experience for both employees and contractors. This role manages inbound onboarding requests across multiple worker types, including hardware fulfillment, system access, application provisioning, and process coordination, while also serving as a key liaison between Technology Service Owners, HR, Hiring Managers, Vendors, and end users.

In addition to execution and coordination, the Onboarding Service Manager plays an important role in maintaining and improving ServiceNow workflows, knowledge content, reporting dashboards, virtual agent scripts, call routing configurations, and offboarding validation processes — ensuring efficient, scalable, and well-governed workforce transitions.

Primary Responsibilities and Activities

Onboarding Request Intake & Fulfillment

• Manage inbound onboarding requests in ServiceNow for both employees and contractors, ensuring completeness, accuracy, and adherence to unique processing requirements.
• Coordinate hardware procurement, shipping, and delivery schedules, including remote worker and contractor-specific logistics.
• Oversee role-based access provisioning for systems, applications, and tools based on employment type, job function, and compliance requirements.
• Validate that onboarding tasks follow policy and security guidelines for internal and external resources.

Hiring Manager, Vendor & Stakeholder Engagement

• Serve as primary point of contact for Hiring Managers, HR partners, and vendor managers during onboarding.
• Proactively communicate onboarding progress, timelines, exceptions, and dependencies.
• Educate managers and coordinators on onboarding best practices, timelines, and required documentation.

ServiceNow Workflow & Knowledge Oversight

• Own onboarding-related workflows and request items in ServiceNow, ensuring accuracy, logical sequencing, and automation optimization.
• Partner with ServiceNow platform owners to improve workflow efficiency, reduce manual steps, and eliminate bottlenecks.
• Develop and maintain comprehensive knowledge articles to support consistent execution by service desk agents, hiring managers, and coordinators.
• Maintain Virtual Agent content related to onboarding to provide effective self-service options for requestors.

SLA Monitoring & Reporting

• Track onboarding SLAs and cycle times to ensure timely equipment delivery, access provisioning, and readiness for both employees and contractors.
• Maintain and review ServiceNow dashboards to monitor service performance, backlogs, and exceptions.
• Escalate risks or delays early to prevent start date impacts.

Offboarding Validation & Compliance

• Collaborate with Security, HR, Vendor Management, and IT to ensure timely offboarding of terminated employees and contractors.
• Validate that accounts, systems, and hardware assets are deprovisioned according to offboarding policies and documented procedures.
• Conduct periodic audits to ensure policy compliance and minimize residual access risks.

IVR / Call Tree Support

• Partner with the Service Desk and Telephony teams to ensure call routing and IVR options align with onboarding support needs.
• Support periodic testing of call tree configurations to maintain smooth user navigation for onboarding-related inquiries.

Continuous Improvement & Process Optimization

• Participate in ongoing onboarding process reviews and improvement initiatives.
• Recommend process changes, workflow updates, and automation opportunities.
• Stay informed on technology platform updates and service enhancement opportunities.

Job Requirements

• 3-5 years of experience in onboarding coordination, IT service delivery, HR operations, contractor/vendor management, or ITSM administration.
• Experience managing both employee and contractor onboarding workflows, including differences in security, compliance, and access requirements.
• Proficiency with ServiceNow (or equivalent ITSM platform), workflow configuration, request fulfillment, reporting, and knowledge management.
• Understanding of virtual agent design, call routing, and end-user self-service capabilities.
• Experience working with multiple internal teams (HR, Security, Facilities, Procurement, Vendor Management).
• Strong organizational, communication, and customer service skills.
• Detail-oriented with strong process discipline and service quality mindset.
• Experience with identity & access management, system provisioning, and hardware lifecycle management is a plus.

Knowledge and Skills

• Demonstrate the ability to undertake the above responsibilities with a customer-first mindset
• Excellent communication, collaboration, and task management skills, with the ability to work effectively with diverse teams and stakeholders across different levels and functions.
• Strong problem-solving skills and ability to manage project tasks under pressure.
• Able to work under pressure and meet deadlines
• Able to manage sensitive and sometimes confidential information
• Able to demonstrate initiative and a proactive approach to daily tasks
• Demonstrated support and nurturing of a culture of service, transparency and accountability

This position is Remote - Ontario only.

JOIN OUR TEAM
Do you believe in the power of innovation, collaboration, and transformation?Do you thrive in a supportive and client focused work environment?Are you looking for an opportunity to help build and drive change in a rapidly growing and evolving organization?When you join HUB International, you will be part of a community of learners and doers focused on our Core Values: entrepreneurship, teamwork, integrity, accountability, and service.

The expected salary range for this position is$80,000to $100,000 CAD and will be impacted by factors such as the successful candidate’s skills, experience andworking location, as well as the specific position’s business line, scope and level.If you believe that your qualifications and experience surpass the minimum requirements for this role, we encourage you to submit your application. By doing so, we will be able to keep your application on file for consideration for potential future positions within our organization. HUBInternational is proud to offer comprehensive benefit and total compensation packages whichcould include extended health benefits, disability insurance, RRSP matching,paid-time-off benefits, and eligible bonuses, and commissions for some positions.

Department Business OperationsRequired Experience: 2-5 years of relevant experienceRequired Travel: Negligible

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