Job Description
Customer Enablement Manager
n
Location: Sydney, NSW, AU (based in Sydney, NSW, AU).
n
Role Seniority: mid level.
n
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.
n
Responsibilities
n
n
Lead end‐to‐end customer onboarding, transition and hypercare activities through to successful BAU handover.
n
Deliver a customer‐centric onboarding experience that reflects AP+ service standards and the complexities of the payments ecosystem.
n
Translate commercial agreements, product commitments and scheme requirements into coordinated onboarding and change delivery plans.
n
Act as the primary point of coordination between customers, schemes and internal stakeholders, managing dependencies, issues and escalations.
n
Coordinate onboarding and member change activities across customers, internal teams, schemes and third‐party providers to achieve timely outcomes.
n
Ensure onboarding activities meet quality, operational, compliance and regulatory requirements, with appropriate controls, documentation and evidence maintained.
n
Monitor onboarding performance, risks and customer outcomes, driving issue resolution and continuous improvement across processes, controls and customer experience.
n
Build trusted stakeholder relationships and develop repeatable procedures,



tools and guidance to support consistent onboarding delivery and ongoing service engagement.
n
n
Qualifications
n
n
Demonstrated experience in customer onboarding, implementation, operations, project delivery or customer relationship management within payments, banking or financial services.
n
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.
n
Strong understanding of customer onboarding, operational readiness and hypercare frameworks, with experience delivering positive customer outcomes in complex, regulated environments.
n
Sound knowledge of the payments, banking or financial services regulatory landscape, including the ability to interpret and apply scheme, compliance and operational requirements.
n
Experience identifying, managing and mitigating operational, compliance and customer risks, supported by a robust understanding of risk management, controls and governance frameworks.
n
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.
n
n
Additional Information
n
This is a role with Australian Payments Plus not with Hatch.
#J-*****-Ljbffr

📌 Customer Enablement Manager (New South Wales)
🏢 Hatch
📍 New South Wales