Onboarding Manager

2 months ago

Sydney, Australia Australian Payments Plus Full time

**01st March, 2023**:
**We Are AP+**

AP+ bring together Australia’s three domestic payment organisations into one integrated entity. Operating in the public interest, AP+ focuses on meeting the needs of all payment users and representing the views of a diverse range of stakeholders. BPAY Group, eftpos and NPP Australia continue to operate as distinct brands within a Group Leadership Team structure.

AP+ is intended to create a more efficient and agile payments group, building the competitiveness of Australian domestic payments infrastructure, and delivering significant benefits to Australian consumers and businesses.

**About the role**

The role sits within ConnectID and will engage across ConnectID and the wider AP+ group to manage and track onboarding progress to completion for the due diligence and certification requirements. This will include coordinating engagement, where relevant, to complete the process and/or manage exceptions across internal and external stakeholders.

The Participant Onboarding Manager will work closely with the Technical Sales Specialists, who own the relationship management of Participants throughout the full end-to-end customer implementation journey, and Technical Solutions team, who will assess all technical implementation requirements.

**Key Responsibilities**

**Customer onboarding and certification**:

- Assess alignment to Eligibility Criteria and Participant obligations, including review of Approved Use(s) / Attributes (as relevant)
- Customer Due Diligence
- Management of certification process - initial assessment and internal stakeholder engagement

**Compliance**:

- Management of non-compliance and ongoing certification or re-certifications of Participants
- Annual Compliance Certification

**Customer relationship management**:

- Maintain good relationships with Participants as they work through the process as key external-facing members of the ConnectID team.

**Process design**:

- The role has scope to update and refine the Participant onboarding process to increase efficiency and minimise duplication and handoffs.
- There will be the opportunity to develop processes in alignment with transformation activities across AP+.

**Reporting**:

- Regular reporting of Participant onboarding, certification and compliance metrics for ConnectID management and internal/external stakeholders

**Experience Required**
- Relevant tertiary qualifications or equivalent industry experience, in Business, Law, Science, Engineering or Economics
- Previous experience in Scheme operations or compliance roles in financial services
- Understanding of business workflow concepts and processes with a particular emphasis on customer experience
- Ability to influence through persuasive verbal and written communication
- Experience dealing with senior stakeholders in large complex environments
- Excellent verbal and written communication skills
- Domain expert knowledge in financial services/ payments (desirable)
- Ability to influence teams and make decisions that ultimately improve the product or solution(desirable)

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