Key Responsibilities:

• KYB/KYC Oversight

- Lead and continuously optimize the full KYB lifecycle for new business partners, ensuring proper documentation, verification, and regulatory compliance. - Manage the KYC process for individual clients and ensure proper screening, documentation review, and risk assessment. - Escalate high-risk or suspicious cases to Compliance or senior leadership for further review and decision-making. - Stay up to date on regulatory requirements and market practices related to KYB/KYC and integrate them into processes.

• Partner Support & Cross-Functional Collaboration

- Serve as the primary point of contact for partner-related onboarding concerns and ensure all issues are resolved in a timely, high-quality, and empathetic manner. - Act as a liaison between partners and internal teams (Business Development, Product, Technical, Legal, and others) to resolve escalated or complex concerns that go beyond the scope of the frontline team. - Work closely with the Compliance department to ensure a seamless onboarding experience from initial application through full activation.

• Process Improvement & Strategy

- Identify inefficiencies, bottlenecks, and friction points in the onboarding journey, and implement continuous improvements. - Standardize processes and documentation to ensure consistency, transparency, and regulatory compliance. - Lead initiatives that integrate feedback from partners and internal teams into improved onboarding strategies and support models.

• Operational Leadership & Team Management

- Oversee the day-to-day operations of the onboarding team. Monitor team activities to ensure service level agreements (SLAs) are met or exceeded, with a focus on speed, accuracy, and partner satisfaction. - Manage, lead, coach, and develop onboarding associates/specialists to improve individual performance and reach collective team goals. - Conduct regular 1:1 sessions to understand each team member’s motivations, challenges, and development areas. - Plan and strategize to meet or exceed team targets; track and report on key performance indicators (KPIs), productivity, and quality metrics. - Perform other duties or ad hoc tasks as assigned by the immediate supervisor that may impact business operations or company goals.

Qualifications:

• Bachelor’s degree in Business, Compliance, Legal, Operations, or a related field.
• 3-5 years of experience in KYB/KYC, partner onboarding, compliance operations, or a similar customer-facing leadership role.
• Proven track record of managing teams, overseeing operational processes, and delivering results in fast-paced environments.
• Strong understanding of regulatory compliance requirements (e.g., AML, CDD, KYB/KYC frameworks).
• Excellent communication and interpersonal skills, with a partner-first mindset and the ability to manage escalations.
• Analytical and data-driven, with experience reporting on KPIs and identifying actionable insights.

Additional:

• Join the Coins Team Now!

- Meaningful Collaborations - The successful candidate will work cross-functionally with other relevant teams to carry out implementations that will improve and create an impact on customer experience. - Scalable Growth - Be part of a fast-growing organization with the vision to expand its territories outside APAC which will provide opportunities for career advancement. - A Space For Bright Ideas - Let your bright ideas be converted into meaningful changes! Coins culture welcomes new ideas backed up by data to create an impact.