Senior Manager, Customer Operations (Back Office)

Senior Manager, Customer Operations (Back Office) – Indonesia

The Senior Manager, Customer Operations (Back Office) plays a pivotal role in delivering a seamless client onboarding experience while ensuring smooth, timely handling of deposits, withdrawals, and related processing activities. The role requires strong leadership to guide blended onboarding and processing teams, ensuring operational excellence and adherence to compliance and risk management standards. Collaboration is central—this manager works closely with Payments, Processing, Enablement, Compliance, and other cross-functional teams to streamline workflows, implement process enhancements, and support policy execution. A key part of the role includes overseeing KYC and ongoing screening procedures, identifying operational improvements, driving team development, and managing performance aligned with KPIs. Additionally, the role is accountable for accurate reporting, effective communication, shift planning, and business continuity. This is a high-impact position requiring a proactive mindset, strong organizational skills, and the ability to lead in a fast-paced and evolving environment.

Responsibilities

• Lead and supervise a blended team of onboarding and processing officers.
• Collaborate with payments, processing, enablement, and other departments.
• Improve and refine onboarding processes for efficiency and better client experience.
• Support compliance and risk management processes with the Global Compliance team.
• Oversee KYC and ongoing screening to ensure timely, accurate processing.
• Manage manual deposit and withdrawal processing and investigate payment-related fraud.
• Promote team development through mentoring and skill-building.
• Drive performance management and provide regular feedback.
• Prepare monthly and quarterly KPI reports and ensure clear communication across teams.
• Ensure operational efficiency through shift planning and continuity planning.
• Lead operational projects and champion change initiatives.

Requirements

• University degree in Economics, Finance, Accounting, IT, Project Management, or related fields.
• 3–5 years of experience in client onboarding (KYC) or processing operations, with leadership experience.
• Fluency in Bahasa Indonesia and English.
• Experience in onboarding and/or payments processing, ideally in financial services or Forex.
• Strong communication, analytical skills, and attention to detail.
• Proven team leadership and KPI-driven performance management.
• Proficiency in MS Office, especially reporting and data management.
• Ability to thrive in a fast-paced environment and manage competing priorities.
• Knowledge of compliance and risk management is preferred.
• Solutions-oriented mindset with strong problem-solving skills