Global Client Onboarding & Operations Lead

PayByPhone; Hatfield; On-site; GBP 70,000 - 100,000; Full time

Job summary

PayByPhone is seeking a Senior Project Manager in Hatfield to lead global onboarding and cross-functional operational projects. You will drive process improvements, manage a four-person onboarding team, and coordinate with Commercial, Marketing, Product & Development, and Customer Support to deliver scalable solutions.

You will report to the Global Client Operations Director and supervise end-to-end onboarding delivery, timelines, and client experience across markets.

Qualifications

• Bachelor’s degree in business administration, operations management, project management, or related field.
• 4–8 years of experience in operations, project management, or process improvement.
• 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 with clients at all levels.

Responsibilities

• Plan, manage and deliver operational projects end-to-end, within timelines and budgets.
• Act as global lead for client onboarding, owning strategy and execution.
• Manage the Client Onboarding Team (4 team members).
• Lead day-to-day onboarding coordination with direction and prioritisation.
• Partner with Commercial, Marketing, Product & Development, and Customer Support to design scalable solutions.
• Develop and maintain detailed project plans with milestones and resources.
• Track progress, identify risks, and implement mitigations for successful outcomes.
• Communicate status, risks, and outcomes to senior leadership and stakeholders.
• Drive continuous improvement and establish best practices across onboarding processes.
• Use data and KPIs to evaluate onboarding performance and operational effectiveness.
• Lead meetings and workshops and manage change control and documentation.
• Support budget tracking, forecasting, and vendor management for operations initiatives.

Skills

People Management

Cross-functional leadership

Project Management

Stakeholder management

Analytical thinking

Communication

Problem solving

Client onboarding

Education

Bachelor's degree in Business Administration / Operations Management / Project Management

Tools

Asana

Monday.com

Smartsheet

Jira

MS Project

Job description

PayByPhone is seeking a Senior Project Manager in Hatfield to lead global onboarding and cross-functional operational projects. You will drive process improvements, manage a four-person onboarding team, and coordinate with Commercial, Marketing, Product & Development, and Customer Support to deliver scalable solutions.

You will report to the Global Client Operations Director and supervise end-to-end onboarding delivery, timelines, and client experience across markets.