Onboarding Program Manager

2 months ago

London, Greater London, United Kingdom Tipalti Full time

About Tipalti

Tipalti is a leading fintech company that specializes in modernizing the entire payables operation for finance professionals. We are a well-funded, late-stage start-up backed by high-profile investors, with a valuation of over $8.3 billion.

Our Mission

We pride ourselves on our collaborative culture, the quality of our product, and the capabilities of our people. Our team is passionate about the work they do and is keen to get the job done. We offer competitive benefits, a flexible workplace, career coaching, and an environment where diverse individuals can thrive and make an impact.

Job Summary

We are seeking an experienced Onboarding Program Manager to join our Customer Onboarding Team, which is integral to Tipalti. The purpose of this role is to manage and own the end-to-end client onboarding experience within Tipalti for our large complex implementations.

Key Responsibilities

  • Accountable for delivering a best-in-class experience for our clients across the full end-to-end onboarding journey.
  • Managing multiple onboarding projects of differing complexity and size simultaneously (may also be across different geographical regions).
  • Documenting the timelines and plan for onboardings in consultation with internal and external stakeholders, whilst drawing on experience from previous onboardings.
  • Operating a standardized and consistent adoption of the Tipalti onboarding methodology, whilst ensuring the appropriate level of resources are made available throughout.
  • Be responsible for creating specific SLAs / KPIs for each onboarding and managing the team against these and appropriate escalation to the regional Head of Onboarding where required.
  • Identify and capture lessons learned to enable continuous improvement of the onboarding journey.
  • Drive process improvements and best practices to enhance program efficiency and effectiveness.

Client Experience

  • Build relationships with clients by demonstrating a strong understanding of the industry they operate in and ability to design the onboarding process to address their motivators, challenges, and goals.
  • Demonstrate consultative skills through developing and implementing strategies to enhance the customer onboarding experience, through sharing industry best practices.
  • Manage and implement change management processes and strategies with our clients to ensure successful adoption of the Tipalti solution.
  • Manage relationships amongst stakeholders by building confidence and trust with clear professional communication and transparent expectation management.
  • Ability to manage relationships with the client's third parties as required throughout the onboarding journey.

Stakeholder Management

  • Work within a partnership model which includes Client Facing Teams, Business Development, and other internal Tipalti Teams such as Legal, Risk, Compliance, Product.
  • Managing the onboarding plan and providing progress reports to relevant Steering Committees, Client Relationships Leads, and other key internal and external stakeholders on the status of the onboarding through the stages of the life cycle.
  • Demonstrate strong influencing and conflict management skills.
  • Share insights and best practices with team members, fostering a culture of learning and collaboration. Ensure that there is appropriate knowledge transfer to Client Facing teams at the end of the onboarding journey.

Risk and Issue Escalation

  • Identify potential risks and develop mitigation strategies to minimize impact on program outcomes and onboarding progress.
  • Proactively identify and address challenges that arise during program implementation, leveraging creative solutions to achieve desired outcomes.
  • For complex and strategic onboardings in particular, attend client Steering Groups (or equivalent) and provide updates on the status of the onboarding against SLAs/KPIs set.
  • Act on real-time feedback and escalate issues effectively and in a timely manner.

People Management

  • Ability to engage, coach, and motivate other Onboarding Managers within the team and act as an escalation point for queries of more junior team members.
  • May be required to line manage more junior project managers and work alongside senior leadership to feed into team succession plans.

About You

We are looking for a highly skilled and experienced Onboarding Program Manager who has a proven track record of stakeholder management and strong communication skills. The ideal candidate will have 5+ years of program management experience, preferably in the SaaS or fintech industry.

Requirements

  • 5+ years of Program management experience preferably in SaaS or Fintech industry.
  • Proven track record of stakeholder management and strong communication skills (both internal to the business and external).
  • Has worked in the SaaS industry and understands the challenges that our clients face, as well as the markets we work in and the services we deliver.
  • Understanding of the P2P processes would be preferable.
  • Superior collaboration/communication skills to interact with Technical Teams, Finance Teams, Operations Teams from C Level to end users.
  • Ability to manage client expectations through effective communication and appropriate risk management.
  • Experience in adopting a consultative approach in addressing issues and creating solutions.
  • Strong alignment to Tipalti's corporate values.
  • Project management qualification(s) or equivalent would be preferable.
  • Ability to quickly learn new information, processes, and procedures.
  • Proven ability to meet deadlines and proactively identify and resolve problems.
  • A self-starter with the ability to work independently, and as part of a team, on concurrent initiatives.
  • Strong continuous improvement mindset and experience in identifying process and efficiency improvements.
  • Attention to detail and commitment to delivery excellence and delighting the customer.
  • Remains calm, effective, and positive even when under pressure; takes ownership for delivering outcomes and is pragmatic and action-oriented.

KPIs

  • Increased client satisfaction evidenced via CSAT & NPS scores/onboarding questionnaires.
  • Employee Engagement
  • Successful execution of onboarding and adherence to client KPIs/SLAs for each journey

Location

This role is based in London, with travel required on a periodic basis to Tipalti or customer locations to build relationships with clients and the team.

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