Project Manager; Onboarding & Delivery Operations

Project Manager (Onboarding & Delivery Operations)

London, United Kingdom

We’re Littlepay - a growing fintech headquartered in Melbourne with operations in the UK, EU, LATAM, USA, and Australia. Our payments platform enables our customers to pay for public transport using any payment card, mobile wallet, or wearable device. Processing over USD 1 billion a year in 19 countries and continuing to expand globally, we’re proud to move more people through better payment experiences.

We're looking for a Project Manager to help Littlepay onboard new customers and drive delivery operations, contributing to our overall success by helping to achieve growth, revenue, and customer success goals. This role is suitable for an individual with at least 3 years of Customer Delivery or PMO experience, with a passion for project management, looking to grow their client-facing, problem solving and technical project delivery skills.

Reporting to the Onboarding Lead, the key responsibilities of the Onboarding Delivery & Operations Manager are as follows:

• Build and maintain the requisite product & technical knowledge necessary to support delivery to customers in the region, including:
  • API-based solution delivery
  • System Configuration & UAT Testing
  • In-depth knowledge of our products, services, and internal delivery frameworks
• Collaboration with colleagues on our Engineering and Product teams to ensure consistently high-quality project delivery and issue resolution.
• Execute daily onboarding delivery tasks and manage templated implementations, while concurrently acting as the PMO to build and develop operational systems, including:
  • Building and maintaining scalable delivery workflows, project plans, and automated tracking tools within
  • Creating, structuring, and taking ownership of delivery methodologies, playbooks, and reference documentation within Notion
  • Setting up new merchants, including role-based user onboarding, coordinating customer lifecycle hand-offs with our Support team
  • Configuring a range of system features and functions, including:
    Payment Aggregation, fare capping, discount schedules, and a range of other back-office features (incl. integration with external providers)
  • Third‑party gateway configuration (e.g. Cybersource)
  • Conducting UAT, troubleshooting, and resolving technical issues ready for go‑live, managing ticket escalations via Jira and Zendesk
  • Communicating with customers, partners, and other stakeholders; keeping them updated on project progress
  • Risk & Issue management
• Manage all onboarding activities in accordance with the project governance and control framework, taking ownership of defining the team's approach to decision‑making, stakeholder engagement, risk management, change, and performance monitoring.
• Project reporting, tracking, and communicating status and progress against customer delivery KPIs focused on:
  • Milestones & timelines (leveraging  dashboards)
  • Risk Management
  • Process Efficiency & Standardisation metrics
  • Resource Utilisation
  • Technical & QA Reports
• Conduct project closure and post‑implementation reviews. Be proactive in using customer feedback and lessons learned to drive continuous improvement, update Notion documentation, and optimise the team's ways of working.

Ideally, you’ll have:

• 3+ years experience working in a payments or similar environment where they have gained a front‑to‑back understanding of payments processing including knowledge of POS terminals, PSPs, Acquirers and Schemes.
• Experience in solution delivery in the card payments space, delivered to enterprise or government clients.
• Experience in building and maintaining ways of working for project delivery teams, and maintaining high quality process and reference artefacts.
• Ability to work collaboratively, solving problems with multiple stakeholders via a variety of interfaces to customers, merchants, devices and payment gateways.
• Experience in establishing effective project governance and ways of working.
• Solid understanding of API‑based integrations and ability to troubleshoot related issues using log files.
• Strong communication and relationship‑building skills.

For those assigned to an…