Head of Customer Onboarding and Enablement - ACI Worldwide

If you've ever used an ATM, paid a bill through your phone, sent money to a friend or shopped online, chances are your transaction was safeguarded and processed using our software. Now it's your turn to serve the payment needs of organizations and people the world over.

Job Purpose

The Head of Customer Onboarding and Enablement ensures seamless and optimized deployment of our ACI Speedpay bill payment solutions to our customers, driving their satisfaction and the growth of our Biller vertical. This executive leads the strategy, execution, and continuous transformation of the customer onboarding experience, and has oversight of the full customer journey from initial sign-up to product adoption and ongoing engagement. Ensuring proper policies and governance structure to minimize risk, build a replicable framework, and operate with efficiency and predictability to properly forecast revenue and profits from deals.

You will play a vital role in our commitment to deliver innovative and high-quality bill payment solutions and services to our clients. The role involves both strategic and tactical leadership of a multi-disciplinary team of Program Managers, Project Managers, and Business Analysts responsible for helping clients onboard, integrate and manage critical end consumer facing bill payment solutions across multiple market verticals.

You are responsible for ensuring clear strategic leadership of the onboarding, backlog, and client upgrade pipeline to deliver smooth high-quality implementations and integrations. Collaboration with individual cross-functional leaders, product management, solutions consultants, and technology partners is essential. Regular client communication is a priority to keep them informed and ensure their expectations and objectives are not only met but exceeded.

Within the duties of the role, you will assess the effectiveness of implementation and onboarding tools and procedures always seeking ways to enhance and measure our processes and capabilities and to resolve problems before they start through constant innovation and improvement. You will provide mentorship and foster leadership skills within your team and provide the cross-functional transformational change leadership necessary to execute the strategic objectives of the onboarding team. Adaptability, continuous improvement, and maximizing the value of our solutions for our clients is at the core of what you will do in this role.

Essential Functions and Responsibilities

• Team Leadership: Directs a team of Managers and Directors who in turn manage a team of Project Management staff. Ensures the optimum team structure by interviewing, selecting, and training staff; monitoring and appraising performance of direct reports; coaching, motivating team members; and completing human resource management functions.
• Continuous Improvement: Stays up to date on the evolving bill payment landscape, emerging trends and solutions, and competitive benchmarks. Analyzes customer feedback, usage data, and operational metrics to identify opportunities for optimization. Proactively implements improvements and enhancements to ensure the onboarding/integration practices are industry leading best in class. Defines, implements, assesses, and regularly publishes Key Performance metrics, trends and results, measured at team and individual levels.
• Best Practices: Develops and maintain best practices. Assists the team in implementing these program and project management practices to drive consistency, quality, and control over implementation/integration processes. With a keen focus on improving speed to revenue start and volume ramp.
• Product and Solution Guidance: Has a solid grasp of future needs (1-3 years out) and helps guide the overall product and capabilities to ensure our solutions are well-positioned for the future.
• Alignment with Sales and Financial Planning: Develops and maintains tight alignment with sales, finance, and business P&L leadership to develop resource demand management practices, financial plans, track revenue delivery against plans, and build risk mitigating practices to address shifting schedules and timelines.
• Automation: Identifies opportunities to leverage automation to drive onboarding process innovation and improvement through the use of external tools, product enhancements, and technology.
• Continuous Learning: Stays up to date on the latest payments and industry trends, incorporates this knowledge into our onboarding/integration practices through product and process enhancements.
• Team Collaboration: Works closely with sales, contracting, operations, product managers, and architects to align and deliver innovative onboarding strategies and solutions.

Qualifications (Education, Experience, Knowledge, Skills, and Abilities)

• Knowledge of payment processing, accounting, and/or finance is a must
• Prior experience in managing and leading client facing teams required
• 12+ years of experience in payments, money movement, and business processes
• Bachelor's degree in finance, accounting, or business analysis

Preferred Qualifications (Education, Experience, Competencies)

• ACI

Competencies

• Leadership and mentorship
• Ability to operate strategically and tactically across multiple disciplines
• Proven change agent with documented transformative success
• Ability to manage client escalations

Work Environment:

• Standard work environment
• Majority of time spent on PC (Phys. Req.)

Benefits: In return for your expertise, we offer growth, opportunity, and a competitive compensation and benefits package in a casual work environment.

Are you ready to help us transform the world of electronic payments? To learn more about ACI Worldwide, visit our web site at www.aciworldwide.com Job ID (Requisition #13305)

ACI Worldwide is an AA/EEO employer in the United States, which includes providing equal opportunity for protected veterans and individuals with disabilities, and an EEO employer globally

#LI-LF1ACI Worldwide is a global leader in mission-critical, real-time payments software . Our proven, secure and scalable software solutions enable leading corporations, fintechs and financial disruptors to process and manage digital payments , power omni-commerce payments , present and process bill payments , and manage fraud and risk . We combine our global footprint with a local presence to drive the real-time digital transformation of payments and commerce.