Onboarding Specialist

As the implementation phase of Buna, formerly known as the Arab Regional Payment System (ARPS), project picks up momentum, we are looking for a responsible Onboarding Specialist to join our founding team. Duties of the Onboarding Specialist include defining technical onboarding requirements for participants, setting up new participants within Buna and ensuring participants have the required tools and qualifications for a successful launch of their Buna accounts. This position will report to Chief of Business Services.

In this context, the following sections detail the main qualifications, skills and responsibilitie related to this position:

Key Responsibilities

Onboarding Management

  • Work with stakeholders to clarify Buna’s technical onboarding requirements (e.g. test cases, connectivity requirements)
  • Identify and define project specifications and participant requirements, and coordinate with relevant divisions to ensure technical feasibility and resource availability
  • Perform configuration and setup of new participants within Buna to enable processing of payment messages
  • Certify participants for technical and application requirements before go-lives

Progress & Process Management

  • Develop and implement the policies and procedures required to bring participants onboard and online in the stipulated timeframe
  • Manage the provisioning process, including the creation of groups/users, and any other areas that require modification / installation

Quality Assurance & Performance Management

  • Maintain a high level of process quality and consistency as well as an excellent relationship with the participant
  • Identify participants needs and new functionalities and system upgrades trialling to verify proper functioning
  • Continuously review and improve the client onboarding process and service delivery experience
  • Conduct system integration testing to ensure proper end-to-end payment processing prior to go-live

Participants/FHIs Management & Customer Support

  • Assist participants to quickly identify potential issues and escalate them appropriately to ensure the best possible experience during the onboarding period

Requirements

Experience & Education

  • 4+ years of experience in a customer-facing or project management role for a technology company
  • Bachelor’s degree from a reputable university preferably in information technology or a similar field

Skills

  • Knowledge of customer service, client onboarding processes and tech configuration and user training
  • Excellent communication skills (oral and written) with ability to effectively communicate by telephone, face to face, email and written
  • Proficient in Microsoft Office (Outlook, Word, Excel and PowerPoint)
  • Excellent organization and time management skills, and ability to work on own initiative, accurately to tight deadlines, and to prioritize between conflicting demands
  • Change management experience and leadership skills
  • Ability to handle multiple tasks with tight deadlines simultaneously
  • Effective team player and excellent relationship building skills with ability to demonstrate a high level of discretion and positive attitude with all internal and external stakeholders
  • Ability to maintain the highest level of confidential/sensitive information and professionalism
  • Flexibility and readiness to work beyond regular working hours and as required

Languages

  • Fluent in English and Arabic
  • Knowledge of French is a plus
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