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About the Role

The Customer Enablement Manager will lead the end-to-end customer onboarding and change experience for organisations adopting AP+ products, services, and payment scheme participation, ensuring efficient, compliant delivery and excellent customer service.

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.

Requirements

• 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.

About the Company

• Australian Payments Plus (AP+) is shaping the future of payments for Australia, aiming 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.
• 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.

Equal Opportunity

• 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 recruitment@auspayplus.com.au We also encourage you to let us know your pronouns at any point during the recruitment process.