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Account Operations Manager

Jakarta, Jakarta, Indonesia

About the Role

As the Account Operations Manager, you’ll be at the frontline of our user journey—ensuring every new user is onboarded smoothly, screened appropriately, and verified according to the highest standards. You’ll oversee operational workflows, collaborate with compliance, and lead a small team responsible for identity verification, screening alerts, and account activation.

Your work directly impacts user trust, platform safety, and regulatory readiness.

What You'll Do

User Onboarding Operations:

  • Oversee the end-to-end onboarding process for individual and business users.
  • Ensure accurate and timely processing of KYC/KYB submissions, in line with internal SLAs.

Verification Quality & Risk Screening:

  • Supervise the review of ID documents, liveness checks, and other verification inputs.
  • Lead triage and escalation of screening alerts (e.g., sanctions, PEPs, adverse media).
  • Collaborate with Compliance and Risk teams to refine workflows and risk assessment logic.

Account Setup & Activation:

  • Manage operational tasks related to setting up user accounts post-verification.
  • Ensure completeness, accuracy, and security of user account configurations.

Process Optimization & Reporting:

  • Monitor operational KPIs (e.g., onboarding speed, verification failure rates)
  • Recommend and implement improvements in tooling, automation, and team workflows.
  • Work closely with Product, Onboarding and Compliance to evolve onboarding and risk flows as the platform scales.

What We're Looking For

  • 4–6 years in account operations, onboarding, or compliance ops—ideally in fintech, digital banking, or Web3.
  • Deep understanding of KYC/AML processes and tools (e.g., Sumsub, Onfido, Chainalysis, etc.)
  • Strong judgment in risk-related decisions and user eligibility
  • Experience working with screening systems and interpreting hit data
  • Excellent organizational, communication, and leadership skills
  • Familiarity with ticketing systems (e.g., Zendesk, Jira), workflow tools (e.g., Notion, Slack, Asana), and dashboards (e.g., Looker, Tableau).
  • Detail-oriented, user-first, and passionate about operational excellence and integrity.

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