Payments as a Service (PaaS) Onboarding Manager

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About us
Over the last 18 years, we have helped over a million satisfied customers move and manage their money. Our award-winning product portfolio allows our customers to make low-cost multi-currency payments across various payment products. From travel money to transfers, currency hedging, to expense management, we are focused on a single goal of making it easy for our customers to manage and move their money.

As a business, we are committed to delivering value to our customers through the combination of advanced payments technology and personal expert service. We're doing this by hiring exceptional people and are now looking for a Payments as a Service (PaaS) Onboarding Manager to join our team.

Within our offices in London, Chester and Los Angeles and Europe, Equals comprises of three business lines and brands - Equals Money, FairFX and CardOneMoney. You will join a very close-knit, talented and supportive team from various backgrounds who believe that bringing different perspectives together helps us understand our customers' needs. United, by one thing, making money management straightforward and cost-effective for our customers.
About the role

The Payments as a Service (PaaS) Onboarding Manager is responsible for leading the onboarding process for customers utilising Equals' PaaS solutions, which range from white-label financial services products to advanced embedded finance API integrations. This role oversees the full onboarding lifecycle for both regulated and unregulated customers, ensuring compliance with AML/CTF regulations, conducting KYC checks, and monitoring transactions to maintain control over the financial environment.

You will manage a team consisting of 1 direct report and 7 indirect reports, working collaboratively to support Equals' direct customers and their underlying customer base. This includes performing full KYC checks on underlying customers and managing ongoing oversight of customer processes such as sales, marketing, onboarding, and customer service. You will ensure that customers are presented with clear disclaimers, terms are accurately signed, and all necessary regulations-including consumer protection duties-are followed.

This role is crucial in enabling unregulated customers to launch products in any of Equals' 32 jurisdictions (UK, EEA, US) with minimal complexity, while also supporting regulated institutions as they expand into new markets or introduce new product offerings.

As the PaaS Onboarding Manager, you will work closely with cross-functional teams, including Sales, Product, Compliance, and Technology, to ensure exceptional customer experiences while maintaining operational efficiency and full regulatory compliance.
About you

We believe that certain skills are essential in order to be successful in this role and these are detailed below. You may not have all the other skills we have outlined as desirable, we understand that and will still welcome your application. We will carry out individual interviews for shortlisted candidates and assess who is best suited for the role after we have discussed everything with you.

Responsibilities:

• Lead & Manage Teams: Oversee a team of 1 direct and 7 indirect reports across multiple locations, ensuring high performance, motivation, and compliance. Drive a seamless onboarding experience while managing capacity and prioritising tasks.
• Customer Onboarding Process: Manage the end-to-end onboarding process from sales handoff to live implementation, acting as the primary point of escalation for issues, and ensuring smooth transitions and timely delivery.
• Stakeholder Collaboration: Work closely with internal teams (Product, Sales, Operations) and external customers to align on requirements, address stakeholder needs, and deliver successful product implementations.
• Process Efficiency & Improvement: Continuously evaluate, optimise, and automate onboarding workflows to boost efficiency and productivity while adhering to regulatory compliance.
• Project & Risk Management: Ensure onboarding projects meet client expectations and deadlines, addressing risks and roadblocks proactively, with effective escalation when necessary.
• Reporting & Feedback: Track onboarding progress and provide regular reports to senior management, gathering feedback to inform improvements in service delivery.
• Compliance & Policy Management: Ensure all onboarding processes meet AML, KYC, and regulatory standards across jurisdictions (UK, EEA, US), with a focus on improving procedures and controls.
• Strategic Development: Develop and implement onboarding strategies that align with business goals, enhance operational efficiency, and ensure regulatory compliance.
• Escalation & Complex Problem Resolution: Address complex issues impacting onboarding or compliance, escalating as needed, and working with teams to resolve challenges.
• MI Reporting: Collaborate with the Head of Onboarding to prepare and publish Management Information (MI) reports, ensuring clarity and accuracy for decision-making.

Essential Skills

• 7-10+ years of experience in onboarding, customer implementation, or a related role within the payments or financial services industry.
• Experience leading cross-functional teams, with demonstrated success in delivering large-scale onboarding projects.
• Solid understanding of the payments industry, including regulatory requirements and compliance measures.
• A hands-on leader who is comfortable driving process improvements and working collaboratively with internal and external stakeholders.
  • A role model for our values:
  • Make it happen
  • Succeed together
  • Be the customer
  • Go beyond

Desirable Skills

• Leadership & Team Management: Experience managing both direct and indirect reports across multiple locations. Ability to inspire teams, drive performance, and foster a positive working environment.
• Payments Expertise: Strong understanding of Payments as a Service (PaaS) models, including white-label and embedded finance solutions. You have solid knowledge of banking, payments systems (e.g., FPS, SEPA, SWIFT), and compliance frameworks, including AML, CTF, and KYC regulations.
• Compliance Knowledge: In-depth understanding of AML/CTF regulations, KYC procedures, and the regulatory landscape across multiple jurisdictions (UK, EEA, US). You ensure that onboarding processes are fully compliant while remaining efficient and customer-friendly.
• Customer-Centric & Solutions-Oriented: Skilled at building relationships and driving customer satisfaction with a proactive, problem-solving approach throughout the onboarding process.
• Analytical & Process Improvement: Proven track record of improving workflows, driving efficiency through automation, and ensuring operational excellence.
• Communication & Collaboration: Excellent communication skills, with the ability to work effectively with cross-functional teams and stakeholders to align on goals and deliver results.
• Strategic & Problem-Solving Skills: Capable of developing onboarding strategies aligned with business goals, resolving complex issues, and adapting to fast-paced, changing environments.

Our investment in you
We welcome people into Equals and desire to grow and develop our talented teams. We believe in teamwork and celebrating our successes. We strive to embrace our values. We want to put you in the driving seat of your career and achieve your full potential through growth opportunities and developmental support.

When you join Equals, we aim to help you to get more out of your career. We will also offer you the following benefits;

Benefits

• A competitive salary benchmarked against a peer group.
• 25 days holiday per year + your birthday off
• Opportunities for progression, development and learning new skills - £250 towards the cost of learning & development.
• Free onsite Nuffield Health gym & pool (London) and discounted gym membership elsewhere
• GetActive with Aviva - Health and Wellbeing discounts on services and products
• Interbank currency rates on travel money and international transfers.
• Bupa Private Healthcare
• Free Eye Test and £50 up to the cost of glasses
• EAP Service - Mental Health Services
• Life Assurance Policy - x3 annual salary
• Contributory pension scheme
• Cycle to Work Scheme
• Season Ticket Loans
• Enhanced Parental Policies
• Complimentary tea, coffee, soft drinks and fruit
• We operate a hybrid working arrangement where possible

Where possible we offer the opportunity to work flexibly and the opportunity to balance some remote working with time in the office collaborating, taking part in events and developing the social connections that make working with us rewarding.

Equals strives to create a workplace where we can all be ourselves. We believe in inclusion and the power of diversity, so you'll be encouraged to bring your unique perspectives and experiences, and help us understand what you need to do your best work.