Senior Client Operations Manager

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

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 deliver 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 maintain detailed project plans outlining milestones, deliverables, dependencies, and resource allocation.
• Tracking project progress, identify risks and issues, and proactively implement 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 help 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 ensure 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.

About PayByPhone

At PayByPhone, our strength is our people. Behind our product is a talented, creative, and driven multi-disciplinary team united by a shared ambition: to make everyday mobility simpler. We believe innovation should be collaborative, learning should be constant, and work should be enjoyable. As we grow, we’re looking for people who want to grow with us.

Together, we’re on an ambitious mission to create intuitive technology solutions that deliver world‑class user experiences. We are a fast‑growing, forward‑thinking company and already help more than 60 million users across North America and Europe. Our technology helps millions of consumers pay quickly, easily, and securely — without waiting in line, carrying change, or worrying about costly fines.

We operate in a world that’s constantly evolving — and change is something we embrace. Our values guide how we show up for one another and for our customers every day. In short, we:

• Make things happen
• Stay curious
• Work together
• Have fun
• See through our customers’ eyes

These principles shape how we collaborate, innovate, and deliver on our commitments.

We’re also committed to fostering a diverse and representative workforce and an inclusive environment where everyone is treated with respect and fairness. We do not tolerate discrimination or harassment in our workplace or throughout our hiring process. Our hiring decisions are grounded in business needs, role requirements, and individual qualifications — ensuring we reflect the talent and communities we serve.

Want to see our values in action? Visit our Instagram and LinkedIn. Curious about the story behind our values? Head over to our About Us page to learn more.

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.