Client Transition Manager

Role Title: Client Transition Manager

Reports to: UK Business Operations Manager

Location: London/Birmingham/Wilmslow

Job Type: Permanent

About EML

EML Payments is a global leader in the fintech space. Our mission is to create awesome, instant, and secure payment solutions that connect our customers to their customers, anytime, anywhere, wherever money is in motion. Our Purpose is to inspire transformative digital change for our customers and communities.

As an issuer and processor, we provide our clients and partners with innovative alternatives to traditional banking solutions for reloadable and non-reloadable programs. We are agile, we are innovative. We take a partnership approach; we tailor solutions and place a strong focus on operational excellence.

Our place is one of collaboration, teamwork & innovation. But, above all, it’s one that embraces difference. And rather than have you blend in, we want to help you unleash your full potential.

The Role

Due to continued commercial growth, we are recruiting for a Client Transition Manager to join our team, based in either London, Birmingham or Manchester (Wilmslow). Reporting to the PFSL – UK Business Operations Manager and working closely with the IT, Sales, KYB and Account Management Teams, this will be a highly developmental role, delivering world class fintech payment solutions to our clients. You will be involved in working closely with all departments, support teams, remote software development teams, quality assurance and vendor partners within varied and demanding projects.

What you’ll do

• Take full responsibility for delivery of a specific project with the company.
• Preparing and maintaining project plans, project milestones, and project documentation to a high standard.
• Manage all stakeholder relationships including clients, 3rd party vendors and internal teams as appropriate for the projects.
• Work closely with the Clients to gather key information regarding Onboarding of new Clients.
• Management of end-to-end process of new products, services and additional programmes for existing Clients.
• Coordinate the completion of KYB Client Due Diligence for New Clients.
• Coordinate the approval of KYC attestation with clients during onboarding and expansion of existing programmes.
• Build and maintain client contacts to ensure success of the projects and long-term relationships.
• Manage the end-to-end offboarding process for all clients who enter termination.
• Manage the full end to end testing of all new products including Digital payments (MDES).
• Conduct system and operational process training of new programmes and products with client.
• Implement, manage and take responsibility for 'best in class' project governance methodologies, standards, documentation and practises.
• Actively manage and remove all risks and interdependencies to ensure the smooth running of all work streams.
• Working closely with internal software development teams and external partners to ensure resource planning and assignment are in place to achieve delivery.
• Working closely with internal software development teams and external partners to ensure all assigned tasks are on track to achieve delivery.
• Identifying and managing all related project risks, issues and dependencies.
• Preparing and presenting monthly Management reports to senior management detailing the current onboarding / offboarding projects and team's activities and performance against KPIs.
• Providing timely and effective status reporting to all internal and external stakeholders.
• Escalating to senior stakeholders in a timely manner to keep projects on track.

What you’ll bring

• Previous experience of working and collaborating with disparate global/virtual teams.
• Previous experience in a similar technical role in a fintech/banking environment would be desirable.
• You have experience of managing Client relationships preferably during onboarding processes.
• Certification and practical experience in at least one Project Management methodologies is preferred.
• Experience of managing projects in both a waterfall and agile environment is preferred.
• You have experience of taking ownership in delivery of projects on time and within budget.
• You have experience of managing project risks, issues and dependencies and comfortable with timely escalation to senior management to keep projects on track.
• Ability to communicate professionally and with confidence to wide audience of stakeholders, peers and teams in multiple locations.
• A background in financial services is preferred, specifically the areas of Payments or Prepaid Cards, but not required.
• Some experience in implementation of Digital payments MDES Projects in the payments industry
• Well organised with excellent attention to detail with strong analytical and troubleshooting skills
• Team player and be able to work with teams in multiple locations.
• Proactive with initiative and drive and an ability to work in a fast-paced environment
• Pragmatic and results driven.
• Excellent communication skills with ability to articulate in both technical and business terms.
• Be able to adhere to company policies and procedures at all times.
• An ability to explain complex systems or process succinctly.

What you will be offered

If you love what you do, you should love where you do it. We appreciate that everyone’s different and has their own preferences of where and how to work. We genuinely believe in the power of regular face-to-face interactions in building close connections with our teams, but we also strongly believe people can work effectively remotely. This means that combining both is the key to success.

• 25 days annual leave plus 2 days for volunteering, plus your birthday off - Plus an additional Take5 days should you use all of your 25 days
• Global business landscape that connects you with colleagues working throughout Australia, UK, North America and Europe with both short-term and long-term secondment options.
• Hybrid working - Be empowered to work smarter, in a way that suits your lifestyle
• Company Enhanced Family Leave Options*
• 12 weeks paid New Parent Leave*
• Paid Professional Memberships
• Pension Scheme*
• Short term bonus scheme*
• Company Private Medical Insurance Scheme – 50% covered by EML*
• Long term illness cover – 75% of your basic Annual Salary
• Life Assurance (Death in Service) Cover – 4x your basic Annual Salary
• Employee Assistance Programme – accessible 24/7
• BenefitsHub – get discount vouchers for your favourite retailers

(*some benefits are subject to qualifying criteria)

Company Culture and Values

Our place is one of collaboration, teamwork & innovation. But, above all, it’s one that embraces difference. And rather than have you blend in, we want to help you unleash your full potential.

Company Structure

EML is an ASX listed company head quartered in Brisbane, Australia, with approximately 480 employees throughout Australia, Europe, the UK, and America.

EEO Statement

Integrated into our Core Values is EML's commitment to diversity and inclusion. EML is committed to being a globally inclusive company where all people are treated fairly, recognised for their individuality, promoted based on performance and encouraged to strive to reach their full potential.

We believe in understanding and respecting differences. This concept encompasses but is not limited to human differences with regard to race, ethnicity, religion, gender, culture, and physical ability. Every individual at EML has an ongoing responsibility to respect and support a globally diverse environment.