Client Onboarding and Offboarding

• Review and progress onboarding applications end to end, ensuring high execution quality, robust documentation and timely completion
• Manage onboarding queues and priorities to maintain strong throughput and adherence to service level expectations
• Identify information gaps and manage requests for information efficiently to minimize unnecessary client friction
• Partner closely with Compliance on cases requiring additional review or escalation
• Own client offboarding end to end, including sanctions and risk driven terminations, dormant and inactive account closures, and coordination of account wind-down with Operations and Compliance
• Draft and manage client-facing exit communications, ensuring exits are executed cleanly, defensibly, and with appropriate documentation and record retention

Stakeholder Management

• Partner closely with Sales, Customer Success, Solutions Engineering, Operations, Compliance, and other cross-functional stakeholders to move clients through onboarding effectively
• Communicate onboarding requirements and blockers clearly to internal stakeholders and help drive cases toward resolution
• Balance regulatory and risk requirements with commercial priorities and client experience

Operational Excellence, Controls and Assurance

• Define and continuously improve onboarding processes, workflows, controls, and operating standards
• Partner with Product, Engineering, Data Science and Analytics, Compliance, and Operations teams to improve onboarding systems and workflow logic
• Contribute to the development of onboarding quality assurance practices and scalable service level frameworks
• Define, track, and report onboarding metrics including turnaround time and backlog aging and use them to drive improvements in efficiency and quality
• Support external audit and regulatory examinations, including producing onboarding and CDD files for sampling, participating in process walkthroughs, and evidencing controls
• Own remediation of audit and review findings relating to onboarding, tracking actions through to closure

Leadership

• Owning the APAC onboarding function as a whole, providing guidance and subject matter expertise to colleagues handling onboarding cases
• Establish high standards for execution, ownership, documentation, and client experience across the APAC onboarding function
• Lead by example as a hands-on operator, taking ownership of outcomes rather than simply managing workflows

Requirements

• 5+ years of relevant experience in client onboarding, KYB/AML operations, financial crime operations, or a closely related function in the fintech, digital assets or payments industry; 1–2 years of experience leading or owning an onboarding function is preferred.
• Strong knowledge of MAS’ regulatory requirements and expectations around KYB, corporate structures, beneficial ownership, and AML onboarding processes
• Experience supporting external audits or regulatory reviews, including evidencing controls and remediating findings
• Strong commercial awareness and ability to balance risk requirements with onboarding efficiency and client experience
• Strong stakeholder management and communication skills with the ability to work effectively across Sales, Operations, Compliance, and other teams
• Demonstrated ability to manage escalations and make sound decisions in complex or ambiguous situations
• Strong critical thinking, problem solving, pattern recognition, and project management skills, with excellent attention to detail, organization, and documentation
• Comfortable operating in a fast-paced environment where processes and requirements continue to evolve
• Proactive mindset with a track record of identifying problems, challenging inefficient processes, and driving improvements
• Mandarin language skills will be a significant advantage

Why Join BitGo?

Disrupting an industry takes vision, innovation, passion, technical chops, drive to deliver, collaboration, and execution. Join a team of great people who strive for excellence and personify our corporate values of ownership, craftsmanship, and open communication. We are looking for new colleagues who bring innovative ways of thinking and problem solving, and who want to be part of the team that changes the world’s financial markets. Here are some of the benefits of working at BitGo:

• Competitive base salary, bonus, and stock options
• Computer equipment to suit your needs
• Generous paid time off
• Great colleagues and inspiring startup environment