This guide is to help you understand the roles required to ensure a successful onboarding to Arbor Finance, we'll also explain the roles we have at Arbor Finance to support you throughout your entire journey with us!
Please update any contact details in the ‘Roles & Responsibilities’ tab of the onboarding workbook.
Local Authority/Partner Team Roles and Responsibilities
Main point of contact for the project. Good knowledge of the LA/Partner processes and workflows and ensuring the programme remains on track. Will be responsible for attending weekly status calls and alongside your Arbor Finance Programme Manager, keeping everything on track.
Sets the high level vision, success criteria and evaluates with Arbor Finance Programme Manager against shared success plans. Typically gets involved at key project milestones, such as performance reviews.
Core project team members with finance and functional support experience. Authority to make key decisions around system set up, implementation and required functionality. Will be involved with schools throughout the onboarding phase, supporting migration and implementation. Will also be critical to success from the get go, by working with our Arbor Finance specialists in establishing the correct platform framework to maximise success.
The Champions’ input is critical during our Discovery Phase so must attend the Discovery Meetings, Core Training and be available in the following 2 - 4 weeks to agree the way you and your schools will use Arbor Finance. This Core Project Team will take Arbor Finance for a thorough test drive with your local data.
Supporting the LA Partner team with any technical integrations with central LA systems. Generally consulted and responsible for ensuring all Arbor sites are accessible by central and school teams through application of white listing protocols. Excel specialism is useful for migrations.
We need contact details for each member of your team that will need training on Arbor Finance and will require ongoing use of the platform, to support schools with 1st line query resolution.
All members of the team will receive personalised logins to our training centre and training schema. They are required to join the Core Training that we will host in approximately 2 weeks.
One point of contact for each of your schools. They will need to provide a unique school email address (not finance@, office@) This person will likely be the Bursar, Finance Manager or School Business Manager. The School Lead will receive the ‘week by week’ onboarding guide.
As nominated School Lead they will be the finance data owner in the school. They will receive and need to manage (directly or via school Network/IT Support) Arbor Finance Logins for the school and users.
School Leads are responsible for ensuring any of their colleagues who require access to Arbor Finance, are registered and attend the appropriate training sessions.
Arbor Finance will work with you, our partner and directly with the schools to support data collation, migration and validation.
Arbor Roles & Responsibilities
You will be fully supported throughout your Journey with Arbor Finance. We have in place the following roles to ensure that you and your team are successful each step of the way.
Helping with the strategic plan, the rollout of Arbor at your schools.
Your Arbor Finance Customer Success Manager (CSM) will be the main point of contact for the duration of the onboarding programme. The CSM will get in touch before we start working with your schools to ensure we have aligned our approach and we have discussed your objectives as an LA/Partner. Your CSM will work closely with the central team throughout the onboarding. They are the primary point of contact for the LA/Partner Project Lead and Executive Sponsor.
Supporting the central team & schools, ensuring access to the support and training needed whilst onboarding with Arbor Finance. The Digital Onboarding Specialist drives the communications with schools, manages training site set up and logins and is on hand to resolve any queries that might arise around the migration of schools.
The Digital Onboarding Specialist will also monitor engagement by schools with training and collate feedback at the end of the programme. This will be shared with the LA/Partner Project Lead to ensure we all support school users to successfully onboard with Arbor Finance.
A Specialist Consultant is assigned to each organisation onboarding. They will discuss objectives, confirming implementation considerations during the Discovery phase. They provide the Project Lead, Champions and Support staff with functional training. After training and a period of “interrogation” of the generic training platform, the Specialist Consultant will meet with the Arbor Finance Champions.
Around week 4 of the onboarding journey, we agree on how data will be migrated, to provide the framework to support the local financial management and reporting requirements.
Once agreed, the Specialist Consultant helps the team migrate a test data site, training the Champions and Support Team on the migration process. This gives your local Champions and Support Team direct experience of the migration routines they will use to support schools migration. This will be the data used to provide ongoing support for your schools.
Supporting Arbor Finance’s commercial relationship with you as LA/Parter, ensuring you are able to access the support and training needed for your schools continued success on Arbor Finance. Your Account Manager will be your main point of contact after your onboarding has ended.
Our experienced team are on hand to answer any of your queries and questions throughout your journey with Arbor Finance. They are the 2nd line escalation point following school go-live. Operating through Zendesk, your team will be provided access to log calls.
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