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Role Overview

Accountable for end‑to‑end B2B partner onboarding through BAU, ongoing account management, and full ownership of complex projects and programs through closure. Operates in a global, matrixed environment requiring strong leadership, stakeholder management, and execution capabilities within the payments, forex, or international money transfer ecosystem.

Responsibilities

- End‑to‑End Partner Onboarding to BAU
- Own and drive end‑to‑end onboarding of B2B partners, from initiation and due diligence through go‑live and stabilization into BAU operations
- Coordinate onboarding activities across technology, operations, compliance, legal, finance, and risk teams to ensure timely and compliant delivery
- Ensure onboarding aligns with commercial agreements, regulatory requirements, operational readiness, and SLAs
- Manage dependencies, readiness checkpoints, and handover criteria to ensure a seamless transition into BAU.
- Account Management & Partner Relationship Ownership
- Act as the primary account owner post‑onboarding, responsible for partner health, retention, and long‑term relationship management
- Manage day‑to‑day and strategic engagement with partners, including performance reviews, SLA tracking, issue resolution, and continuous improvement initiatives
- Partner with internal teams to identify growth opportunities, product enhancements, and process optimizations aligned to partner needs and commercial objectives
- Maintain strong governance through regular reviews, reporting, and escalation management, ensuring consistent service delivery and partner satisfaction
- Balance partner experience with commercial performance, ensuring mutually beneficial outcomes
- Client & Stakeholder Management
- Serve as the single point of accountability for clients and internal stakeholders across onboarding, BAU, and change initiatives




- Build and maintain trusted relationships with global clients, senior leadership, and cross‑functional teams across geographies and time zones
- Facilitate alignment and decision‑making among stakeholders with diverse or competing priorities, driving timely resolution
- Clearly articulate business, operational, and regulatory implications of initiatives, risks, and decisions.
- Project & Program Ownership
- Own end‑to‑end project and program delivery, driving initiatives from definition through execution, closure, and benefits realization
- Manage the project business case, scope, milestones, costs, dependencies, risks, and issues.
- Track and report on delivery metrics, SLAs, and KPIs, taking corrective action where required.
- Apply structured problem‑solving and root cause analysis to resolve complex issues.
- Take full ownership to drive projects to closure, removing blockers and ensuring accountability for outcomes.
- Strategic & Domain Responsibilities
- Apply strong understanding of the payments and international money transfer (IMT) ecosystem, including forex markets and cross‑currency transaction flows
- Monitor and interpret the external environment (regulatory, political, competitive), translating impacts into actionable business decisions
- Evaluate business‑wide impact of decisions on timelines, cost, risk, and partner outcomes

Skills & Competencies

- Strong decision‑making and judgment in fast‑paced, results‑driven environments
- Proven ability to lead and influence in a matrixed integral organization
- Strategic thinker with strong execution and delivery focus
- Excellent facilitation, prioritization, and risk management skills
- Ability to translate complex data and analysis into clear, actionable recommendations
- Excellent verbal, written, and interpersonal communication skills

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📌 Team Lead - Customer Success Management (Bogotá)
🏢 TerraPay
📍 Bogotá