Onboarding Operations Manager

Job description

About Us Planet is a global provider of integrated technology and payments solutions for retail and hospitality customers. We create great experiences for the millions of people who use our payments, software, and tax-free solutions every minute of every day. Planet empowers its customers to deliver great customer experiences by combining payments and software in ways that drive greater loyalty, increase revenue and save time. Founded over 35 years ago and with our headquarters in London, today we have more than 2,500 employees located across six continents serving our customers in more than 120 markets. Role Overview The Onboarding Operations Manager is an execution-focused role responsible for supporting the pre-enablement stage of onboarding, ensuring seamless delivery into production and maintaining high-quality onboarding experiences for customers, partners, and internal stakeholders. The role acts as a key bridge between onboarding excellence and operational execution, monitoring onboarding performance, managing escalations, and driving continuous improvements. A strong focus is placed on data-driven decision-making, reporting, and the adoption of AI-led initiatives to enhance onboarding efficiency and customer experience. What you will do: Support the Leadership of Onboarding in driving pre-enablement readiness and ensuring smooth transition into production onboarding Monitor execution of onboarding activities, ensuring adherence to quality, timelines, and operational standards Act as a key escalation point, conducting root cause analysis and driving resolution of onboarding-related issues Build and maintain strong relationships with customers, Sales teams, and internal and external partners to ensure a seamless onboarding journey Provide visibility on onboarding performance through structured reporting, dashboards, and regular updates Identify trends, risks, and improvement opportunities across onboarding processes Drive and support continuous improvement initiatives, with a strong focus on automation and AI-enabled solutions Collaborate with cross-functional teams (e.g. Sales, Product, AML, Gateway, QC) to optimize end-to-end onboarding processes Support governance forums by providing insights on performance, risks, and operational challenges Lead and develop team members where applicable, ensuring high performance, engagement, and capability growth Who you are: Proven experience in Operations, ideally within onboarding, production, or service delivery environments Experience in people management and leading operational teams Strong problem-solving skills with ability to manage escalations and drive resolution Excellent stakeholder management and communication skills across multiple levels Strong analytical mindset with experience in reporting, data interpretation, and performance tracking Ability to work in a fast-paced, high-growth environment with multiple priorities Fluent English (written and spoken) Experience in Payments, FinTech, Banking, or Hospitality industries Exposure to onboarding processes (pre-enablement, AML/KYC, gateway, activation, etc.) Experience with AI-driven tools, automation, or digital transformation initiatives Additional languages Why Planet Planet is an equal opportunity employer where diversity is valued, and all employment is decided based on qualifications, merit, and business need. Come and grow your career in the most exciting, fast paced technology market, with a business that delivers feel-good connected commerce. We would love to hear from you – Apply now. At Planet, we embrace a hybrid work model, with three days a week in the office. Reasonable accommodations may be made in order to allow for an individual to perform the essential functions of this role successfully.