The Game Changers:
Australian Payments Plus (AP+) is here to shape the future of payments for Australia. We aim to deliver more innovation to Australia’s payments ecosystem, for the collective benefit of Australian businesses, government and consumers.
Our solutions include Australia’s domestic debit network, real-time, data rich payments infrastructure, secure bill payments, digital identity verification, QR payments and experiences and open wallet solutions. It’s a new chapter with more possibilities.
The Purpose:
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.
The role ensures onboarding and change activities are delivered efficiently, compliantly and in line with customer service standards. It is responsible for coordinating stakeholders, developing onboarding and hypercare plans, managing dependencies and risks, and translating customer, scheme and regulatory requirements into consistent operational practices that drive successful customer outcomes and continuous service improvement.
This role is responsible for:
- 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.
What You'll Bring
- 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.
What happens next:
At AP+, we believe in the power of passion, pride, and purpose. Our team is driven by a shared mission to make a difference in the world of payments, and we're proud to work together towards this common goal.
If you’re ready to be a game changer, please submit your application. The Talent Acquisition team will endeavour to review your application and notify you of the outcome within the next two weeks.
We want to remove all barriers to inclusion so if you need advice or support with your application, we’re here to help. Please reach out to [email protected] We also encourage you to let us know your pronouns at any point during the recruitment process.
AP+ are not partnering with Recruitment agencies for this role.
Skills Required
- 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 BAU handover
- Strong understanding of onboarding, operational readiness and hypercare frameworks with experience delivering outcomes in complex, regulated environments
- Sound knowledge of payments, banking or financial services regulatory landscape and ability to interpret and apply scheme, compliance and operational requirements
- Experience identifying, managing and mitigating operational, compliance and customer risks with understanding of risk management, controls and governance frameworks
- Strong stakeholder management and communication skills, ability to build trusted relationships and influence outcomes across customers, internal teams, schemes and third-party providers
What We Do
Introducing Australian Payments Plus Australian Payments Plus (AP+) brings together Australia’s three domestic payment providers, BPAY Group, eftpos and NPP Australia, into one integrated entity. Bringing these businesses together enables AP+ to create a more competitive and coordinated Australian payments organisation that is strategically placed to respond to the impacts of regulatory and technological change today, and into the future. Operating in the public interest, AP+ is a member-owned organisation, with a diverse range of members including Australia’s domestic banks, international banks operating in Australia, some of the country’s largest merchants, payment service providers and payment processors, together with a range of challenger and disruptor brands focused on specific markets and products.
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