Job Overview: We are actively seeking a highly skilled and motivated Project Management Officer (PMO) to lead and oversee the onboarding process. Your primary responsibility will be to guide customers through the onboarding process, addressing their needs and concerns, and ensuring their successful integration into our platform. The PMO will take ownership of the end-to-end onboarding process, collaborating directly with customers and internally with cross-functional teams, including Sales, Legal, Compliance, and Technology. The goal is to enhance efficiency, accountability, and overall customer satisfaction.
Responsibilities: Act as the main point of contact for customers during the onboarding process.Coordinate with internal teams, including Sales, Legal, Compliance, and Technology, to facilitate a seamless onboarding process.Identify bottlenecks, inefficiencies, and areas for improvement in the current onboarding process.Work with team leads to redesign and streamline processes, optimizing for maximum efficiency.Conduct onboarding sessions to educate customers on the features, functionalities, and best practices of our products or services.Provide ongoing support to customers, addressing inquiries and troubleshooting issues during the onboarding phase.Define key performance indicators (KPIs) to measure the success of the onboarding process.Implement a feedback loop to continuously refine and optimize the onboarding process.Qualifications: Mid-senior profile with proven experience in a customer-facing role, preferably in customer onboarding or a related field.Strong understanding of onboarding processes within sales, legal, compliance, and technology domains.Excellent interpersonal and communication skills.Strong organizational abilities with a keen attention to detail.Ability to work collaboratively with cross-functional teams.Technical aptitude and the ability to quickly understand and explain product/service features.Problem-solving skills and the ability to navigate and resolve customer issues.Ideally experience in the Fintech / B2B payments / Financial Services industry.Project management certification (e.g., PMP) is a plus.About Thunes: Thunes is a global, fast-growing, and innovative Fintech scale-up that uses technology to disrupt and transform the existing financial system. We have a strong Mission: to create a better global payments network, and a great Purpose: to connect the world to economic opportunities and address systemic inequality when it comes to financial services. We are proud to power payments for the world's fastest-growing businesses and work with some of the amazing global brands - from Gig Economy giants such as Uber and Deliveroo and Southeast Asia's super-app Grab, to global Fintech leaders such as PayPal and Remitly.
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