Customer Enablement Manager
Location: Sydney, NSW, AU (based in Sydney, NSW, AU).
Role Seniority: mid level.
The purpose of the Customer Enablement Manager role is to lead the end‐to‐end customer onboarding and change experience for organisations adopting AP+ products, services and payment scheme participation.
Responsibilities
- Lead end‐to‐end customer onboarding, transition and hypercare activities through to successful BAU handover.
- Deliver a customer‐centric onboarding experience that reflects AP+ service standards and the complexities of the payments ecosystem.
- Translate commercial agreements, product commitments and scheme requirements into coordinated onboarding and change delivery plans.
- Act as the primary point of coordination between customers, schemes and internal stakeholders, managing dependencies, issues and escalations.
- Coordinate onboarding and member change activities across customers, internal teams, schemes and third‐party providers to achieve timely outcomes.
- Ensure onboarding activities meet quality, operational, compliance and regulatory requirements, with appropriate controls, documentation and evidence maintained.
- Monitor onboarding performance, risks and customer outcomes, driving issue resolution and continuous improvement across processes, controls and customer experience.
- Build trusted stakeholder relationships and develop repeatable procedures, tools and guidance to support consistent onboarding delivery and ongoing service engagement.
Qualifications
- Demonstrated experience in customer onboarding, implementation, operations, project delivery or customer relationship management within payments, banking or financial services.
- Proven ability to manage end‐to‐end onboarding, change or transition activities, including planning, stakeholder coordination, issue resolution and successful handover to business‐as‐usual operations.
- Strong understanding of customer onboarding, operational readiness and hypercare frameworks, with experience delivering positive customer outcomes in complex, regulated environments.
- Sound knowledge of the payments, banking or financial services regulatory landscape, including the ability to interpret and apply scheme, compliance and operational requirements.
- Experience identifying, managing and mitigating operational, compliance and customer risks, supported by a strong understanding of risk management, controls and governance frameworks.
- Strong stakeholder management and communication skills, with the ability to build trusted relationships, influence outcomes and coordinate delivery across customers, internal teams, schemes and third‐party providers.
Additional Information
This is a role with Australian Payments Plus not with Hatch.
Customer Enablement Manager employer: Hatch
Mercor is an exceptional employer that values innovation and expertise in the accounting field, offering a fully remote work environment that promotes flexibility and work-life balance. With a strong focus on professional development, employees have access to continuous learning opportunities and the chance to tackle complex challenges in financial reporting and auditing. The collaborative culture encourages creativity and teamwork, making it an ideal place for those looking to make a meaningful impact in the industry.
