Merchant Onboarding Lead (Fintech)

TL;DR

Merchant Onboarding Lead (Fintech): Spearheading the KYB onboarding process and partner operations to ensure seamless integration and compliance with an accent on operational efficiency and partner relationship management. Focus on developing SOPs, managing partner support sub-teams, and optimizing the client onboarding journey.

Location: Hybrid in Taguig City, Metro Manila, Philippines

Company

Coins is the most established crypto brand in the Philippines, fully regulated by the Bangko Sentral ng Pilipinas.

What you will do

• Lead the operations side of KYB account onboarding, ensuring smooth partner integration and after-sales support.
• Take full ownership of the KYB process, removing blockers and coordinating with stakeholders to ensure compliance.
• Develop and maintain up-to-date SOPs and conduct guidance sessions for associates and specialists.
• Oversee Partner Support and Onboarding sub-teams to maintain service quality and timely ticket resolution.
• Manage partner relationships to align with company goals and monitor activity to prevent churn.
• Establish key success metrics for partnerships and overall client satisfaction.

Requirements

• Bachelor’s degree in Management, Finance, Business, or equivalent.
• At least 3 years of experience in customer service, account management, or partner operations.
• Proven experience in KYB onboarding or related operational workflows.
• Strong communication skills in English and Filipino.
• Strong analytical, problem-solving, and organizational skills.

Culture & Benefits

• Meaningful cross-functional collaborations to impact customer experience.
• Opportunities for career advancement within a fast-growing organization expanding beyond APAC.
• An open culture that encourages data-backed ideas and innovation.

Hiring process

• Application screening may be supported by AI tools for resume analysis and verification.
• Final hiring decisions are made exclusively by human recruiters.