Coins is the most established crypto brand in The Philippines and has gained the trust of more than 18 million users. Through the easy-to-use mobile app, users can buy and sell a variety of different cryptocurrencies and access a wide range of financial services.
Coins is fully regulated by the Bangko Sentral ng Pilipinas (BSP) and is the first ever crypto-based company in Asia to hold both Virtual Currency and Electronic Money Issuer licenses from a central bank.
About the Role:As the Partnership Onboarding Leader, you will oversee and drive the end-to-end onboarding process for all business partners and clients, with a strong focus on Know Your Business (KYB) and Know Your Customer (KYC) compliance. You’ll manage a team of specialists and work cross-functionally to ensure our onboarding operations meet both internal standards and regulatory requirements, while also delivering a smooth and positive experience to our partners. This role combines leadership, operational oversight, partner relationship management, and cross-functional coordination.
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.
Nice to Have:
- Experience in fintech, crypto, or B2B SaaS onboarding environments.
- Exposure to digital identity and document verification platforms.
- Background in coaching or mentoring operational teams across departments.
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.
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