Manager of Operations (Onboarding)

Onboarding Process Management

• End-to-End Oversight: Lead the full cycle of client onboarding, from initial contact to successful implementation and integration of services.


• Onboarding Plans: Develop and tailor onboarding processes and plans for individual clients, considering their unique needs, risk profiles, and business goals.


• Execution & Coordination: Manage the timeline and ensure all onboarding tasks are completed on time, including setting up client accounts, completing necessary documentation, performing KYC (Know Your Customer) checks, and managing the technical integration with the company's systems.

Regulatory & Compliance Management

• Ensure Compliance: Ensure all client onboarding processes adhere to relevant financial regulations (e.g., KYC, AML, FATCA), data privacy laws (GDPR, CCPA), and industry standards.


• Due Diligence: Conduct thorough compliance checks, including document verification, risk assessment, and security screening. Make sure all client data and financial transactions are processed in line with regulatory requirements.


•  Audit Preparation: Prepare and maintain all onboarding documentation for auditing purposes. Work with compliance teams to ensure the company's onboarding processes are audit-ready at all times.

Cross-Functional Collaboration

• Internal Coordination: Work closely with sales, product, legal, compliance, and IT teams to ensure the smooth transition from the sales process to onboarding. Ensure that all client expectations, legal requirements, and technical specifications are met.


• Client Communication: Serve as the main point of contact for clients during onboarding, providing them with clear instructions and guidance. Respond promptly to client queries or concerns to ensure satisfaction and prevent delays.


• Stakeholder Management: Collaborate with client-facing teams (e.g., account managers) to align on client goals, expectations, and key performance indicators (KPIs). Ensure that stakeholders are informed of client progress throughout the onboarding process.

Process Improvement & Optimization·     

• Process Analysis: Continuously analyze and improve onboarding workflows to enhance operational efficiency and reduce client onboarding time.


• Automation: Identify opportunities to automate manual processes (e.g., document submission, KYC checks) to streamline client onboarding and improve scalability.


• Metrics & Reporting: Track key metrics such as onboarding cycle time, client satisfaction, and compliance accuracy. Create regular reports for senior leadership, identifying bottlenecks and proposing solutions to improve the process.


• Training and Development: Provide training and guidance to the operations team to enhance their understanding of transaction monitoring techniques and regulatory compliance.


•  Continuous Improvement: Identify opportunities to streamline onboarding and monitoring processes for efficiency and effectiveness. Stay updated on industry trends, regulatory changes, and best practices related to onboarding and transaction monitoring.

Technology & System Management

• Onboarding Tools: Oversee and optimize the use of onboarding software and tools, ensuring they are up to date and aligned with the company’s needs.


• System Integration: Coordinate with technical teams to integrate client data into the company's systems, ensuring seamless and secure data transfer.


• Troubleshooting: Address any technical issues or integration problems that may arise during client onboarding, working with IT teams to resolve them quickly.

Client Retention & Long-Term Relationships

• Post-Onboarding Support: Once onboarding is complete, ensure that clients have the support they need during their first months of using the platform. Provide a seamless transition to account management or customer success teams for ongoing service.


• Client Satisfaction: Ensure clients are satisfied with the onboarding process and their overall experience with the company. Monitor client sentiment and retention, using insights to continuously improve the onboarding journey.


•  Escalation Management: In the event of onboarding challenges or client dissatisfaction, act as an escalation point, working to resolve issues quickly and maintain a positive client relationship

Job Requirements

• Bachelor’s degree in business, finance, or a related field.


• Prior experience in client onboarding inclusive of reviewing KYC packs, preferably in the payment or financial services industry.


• Strong understanding of regulatory requirements (e.g., KYC, AML, GDPR) within the financial services sector


• Ability to work in night shift (4PM to 1AM), and flexibles scheduling.
  


•  Ability to collaborate effectively across departments.


• Strong knowledge of payment industry regulations and compliance requirements.


• Familiar with international corporate structures and workflow.


• Excellent interpersonal and communication skills.


• Strong verbal and written communication in English.
  


• Ability to communicate in Chinese including Mandarin is preferable.


• Detail-oriented with the ability to manage multiple tasks simultaneously.


• Proficiency in using onboarding and customer relationship management (CRM) software.
  


• Problem-solving abilities and a customer-centric approach.


• Adaptable and able to work effectively in a fast-paced environment.