Merchant Onboarding Lead

***Join the Pioneer Crypto Brand in the Philippines!*** 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. ### 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 ’s culture. - Strong communication skills in English and Filipino, with the ability to guide associates and engage partners effectively.