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 robust 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.

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📌 Customer Enablement Manager (City of Sydney)
🏢 Hatch
📍 City of Sydney