Merchant Onboarding Lead

What you'll do

• Support and spearhead the operations side of onboarding KYB accounts, ensuring smooth partner onboarding and excellent after-sales support to partners and clients.
• Take full ownership of the KYB onboarding process, proactively chasing all stakeholders and removing blockers to ensure efficiency and compliance.
• Develop, maintain, and ensure SOPs are up-to-date, and conduct regular 1:1 sessions with associates and specialists for guidance and adherence to Partner Solutions SOPs.
• Oversee the Partner Support and Onboarding sub-teams under the Partner Solutions team, ensuring workflows are efficient, tickets are resolved on time, and service quality is maintained.
• Lead account management associates in building trusted relationships with partners to align with overall company goals.
• Manage the partner support team, ensuring partner concerns are addressed promptly and effectively.
• Build frameworks and policies to ensure successful onboarding of new partners, smooth account management, and an exceptional client experience.
• Establish and maintain key metrics of success for partnerships and overall client satisfaction.
• Closely monitor partner activity to prevent potential disengagement or churn.
• Be responsible for keeping current clients satisfied and delivering exceptional client service on a day-to-day basis.
• Work with internal stakeholders to ensure each partner is compliant with local and international regulatory standards followed by Coins.
• Perform ad hoc tasks as deemed necessary to support the team and business objectives.

What we expect from you

• 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, partner account management, or related operational workflows.
• Experience in delivering client-focused solutions based on partner needs.
• Strong planning, analytical, and problem-solving skills.
• Self-motivated and highly focused, able to work independently without close supervision.
• Highly trustworthy, organized, and detail-oriented.
• Flexible and able to adapt to a fast-paced environment.
• Demonstrated track record of drive, ownership, and execution, aligned with Coins.ph’s culture.
• Strong communication skills in English and Filipino, with the ability to guide associates and engage partners effectively.