Position Summary: The Specialist Implementation and CRM Manager is responsible for planning and designing the services and systems in use by APG Pay customers and Merchants. This role includes implementing and training APG Pay personnel and external partners on policies and procedures. Where required for partner integration this role will manage data security requirements for system access and compliance with regulation. As a key part of the development and operation of the APG Pay technical capability this role requires deep collaboration with other departments and clear communication for operational efficiency and solution delivery. This is a critical role for APG Pay as it directly impacts the relationship with our customers and merchants through the implementation process and via contribution to the strategic planning of these implementation and customer engagement platforms.

This role is a full time, permanent position based in our Sydney office and supports the entire company including operations in New Zealand and Singapore. It reports to the Head of Operations of APG Pay Pty Ltd and then to the General Manager. Success in this role will be measured by project outcomes and customer engagement metrics. Some travel is required for training and team building.

Key Responsibilities:

· Analyse and specify APG Pay systems for customer implementation and servicing.

· Apply appropriate IT policies for customer and merchant

· User onboarding and training for APG Pay systems

· Support implementation and operation of data security processes

· Coordinate on customer and merchant IT system request development

· Lead cross-functional teams in implementation and CRM operation.

· Responsible for customer operational process review

· Manage customer system integration to third party systems.

· Develop and maintain business continuity processes

Required Skills and Qualifications:

· A bachelor’s degree or higher in Information Technology, Computer Science, or a related field.

· Extensive experience in management of customer and partner interface technology systems.

· Strong understanding of CRM software and customer management systems.

· Proven ability to operate autonomously or within a strong team structure.

· Evidenced experience in enterprise customer implementation in a regulated environment.

· Analytical and problem-solving skills with a focus on continuous improvement.

Preferred experience:

· At least 5 years in a regulated company, ideally financial services or insurance.

· Experience in serving customer and partners from Asian countries.

· Strong working experience in Microsoft Dynamics or similar.