Customer Relationship Manager: Onboarding

PayProp and Reapit – Who are we?

PayProp, a Reapit company, offers a tech platform for letting agents that lets them automate every part of the rental transaction. PayProp is easier to use and more powerful than solutions by banks and traditional software vendors.

We’re a seasoned team of professionals with expertise in property, banking, finance, risk management and technology, as well as building and managing highly secure cloud-based Web applications.

Worldwide, Reapit technology is used by over 78,000 agents in more than 15,000 branches, with over a million properties under management; enabling them to run their businesses, identify opportunities for growth, manage their properties, collect rent, communicate with their clients, and deliver an outstanding customer experience, every time.

What you’ll be doing

Reporting to the Client Relationship Manager, Team Lead, you’ll be involved in:

• Creating and managing detailed Onboarding project plans, including liaising with internal teams to define, document, and schedule deliverables
• Owning the end-to-end delivery of onboarding projects, ensuring all activities are executed in line with agreed timelines and stage gates
• Driving clear, proactive communication so all stakeholders understand their roles, responsibilities, and expectations
• Managing risks and issues through a proactive RAID approach, including identifying blockers, taking ownership, and implementing mitigation plans
• Gaining a strong understanding of client business processes and identifying appropriate operational and technical solutions
• Coordinating and managing all resources assigned to the project to ensure deliverables are achievable and delivered as planned
• Monitoring project performance and ensuring client requirements are consistently met or exceeded
• Driving continuous improvement of onboarding and project management processes to enhance delivery efficiency and overall client experience.

Who we’re looking for

At PayProp, we prioritise hiring individuals who share our values and possess the right attitudes and behaviours for success. Whilst some of the following skills and attributes may be important, don’t worry if you don’t meet all of them, we’d still like to hear from you.

• Knowledge and expertise of shaping projects utilising a variety of delivery frameworks, methodologies and tools.
• Very strong influencing skills and ability to communicate in a clear and coherent way.
• Experience in delivering projects in a busy environment, liaising with multiple teams with conflicting priorities
• Ability to work under pressure and demonstrate resilience to ensure the solution is delivered with challenging clients.
• Ability to work autonomously.
• Display a positive, confident, and articulate disposition.
• Can foster and develop collaborative relationships across teams within an organisation to the benefit and value of projects
• Shows a demonstrable desire to foster own development and learning in conjunction with the extensive training offered by the company
• Takes pride and responsibility for quality of work.
• Demonstrates a sense of responsibility for self and team.
• Computer literacy: Microsoft Office Suite
• Reliable transportation and a driver’s licence
• Must reside in Cape Town or the surrounding area, as this is an office-based position
• Matric/Grade 12 equivalent
• 2-3 years of customer service experience
• Additional Advantage: Proficiency with Freshdesk and Telviva

We will train you to become an expert in client money platforms.

What your impact and success looks like

Within 1 month:

• Successfully onboard with the team, understanding company processes, tools, and onboarding project management frameworks.
• Take ownership of at least one active client onboarding project, including reviewing project scope, timelines, and key stakeholders.
• Establish strong communication channels with team members, clients, and other stakeholders.

Within 3 months:

• Deliver the first onboarding project milestone on time and within budget, demonstrating effective risk and issue management.
• Implement improvements to project tracking and reporting processes to increase transparency and accountability.
• Build a reliable project schedule with realistic deadlines and resource allocation.

Within 6 months:

• Manage multiple projects concurrently, showing consistent delivery of quality results.
• Lead project retrospectives and implement lessons learned to improve future project performance.
• Assist in improving overall team project management maturity.

What’s in it for you?

We operate a flexible working policy and would like you to work from our offices in Stellenbosch 5 days a week during peak processing times (2 weeks of the month). During quieter periods, we ask that you work from the office 3 days a week (Wednesdays, Thursdays, and Fridays).

This opening is your chance to really make an impact at PayProp, and the opportunity for personal growth is very real. You’ll feel part of a special team. You can expect a highly competitive salary and some great benefits, once the probation period has been successfully completed.

Don’t tick all the boxes? Neither do we

We care about our society and want our industry to become a more inclusive and diverse place to work. Experience and a perfect fit for the role are not our only hiring considerations. We’re just as keen on candidates that share our values and have the right attitudes and behaviours for success.

Bottom line: we are committed to Equal Employment Opportunity through attracting and retaining a complementary team of employees and building an inclusive environment for all.

You will find it a very welcoming, comfortable place. We offer a supportive, empowering environment where everyone is appreciated and respected. We welcome new ideas, thinking and approaches, and we listen to our employees.