Purpose
As a Senior Project Manager at PayByPhone you will be leading and delivering operational projects that enhance efficiency, scalability, and cross‑functional collaboration across the business. This role drives process improvement, supports key business initiatives, and contributes to operational excellence in all markets. You will be reporting to the Global Client Operations Director.
Responsibilities
- Planning, managing and delivering operational projects end-to-end, ensuring alignment with agreed timelines, budgets, and business objectives.
- Acting as the global lead for client onboarding, owning onboarding strategy, execution, and continuous improvement across all markets.
- Managing the Client Onboarding Team (4 team members).
- Leading the day‑to‑day management and coordination of the onboarding function, providing direction, prioritisation, and operational oversight.
- Partnering with cross‑functional teams including Commercial, Marketing, Product & Development, and Customer Support to identify operational inefficiencies and design scalable, sustainable solutions.
- Developing and maintaining detailed project plans outlining milestones, deliverables, dependencies, and resource allocation.
- Tracking project progress, identifying risks and issues, and proactively implementing mitigation strategies to ensure successful outcomes.
- Serving as the primary point of accountability for onboarding delivery, ensuring consistent standards, timelines, and client experience globally.
- Communicating project and onboarding status, risks, and outcomes clearly to senior leadership and key stakeholders.
- Driving continuous improvement initiatives and helping establish best practices across operational and onboarding processes.
- Using data, metrics, and KPIs to evaluate project success, onboarding performance, and overall operational effectiveness.
- Leading meetings and workshops, facilitating alignment and collaboration across multiple departments.
- Managing change control processes and ensuring accurate documentation across all phases of project and onboarding delivery.
- Supporting budget tracking, forecasting, and vendor management for operations‑related initiatives.
- Undertaking ad hoc tasks and responsibilities as directed by the manager to support wider operational goals.
Required Qualifications
- Bachelor’s degree in business administration, Operations Management, Project Management, or related field.
- Minimum of 4–8 years of experience in operations, project management, or process improvement (depending on seniority).
- People Management experience.
- Proven experience leading cross‑functional projects or operational initiatives.
- Strong analytical, organizational, and problem‑solving skills.
- Excellent communication and stakeholder management abilities.
- Excellent people skills: the jobholder will deal with clients at all levels (and occasionally customers) and must be a good ambassador for PayByPhone and its products.
- Proficiency in project management tools (e.g., Asana, Monday.com, Smartsheet, Jira, MS Project).
- PRINCE 2, Lean Six Sigma, or similar certification preferred.
Equal Opportunity/Affirmative Action Employer
PayByPhone is an Equal Opportunity Employer. PayByPhone provides equal employment opportunities to all employees and applicants without regard to race, color, gender (including pregnancy), religion, national origin, ancestry, disability, age, sexual orientation, gender identity or expression, marital status, language, ancestry, genetic information, veteran and/or military status or any other group status protected by federal or local law. If you require reasonable accommodation for the application and/or interview process, please notify a representative of the Human Resources Department.
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