Senior Manager, Customer Operations (Back Office)

Hong Kong - Hong Kong

Monthly Salary: Not Disclosed

Posted on: 18 hours ago

Vacancies: 1 Vacancy

Job Summary

Job Description

Senior Manager Customer Operations (Back Office)

About Our Client
Our client is a global leader in online trading and investment solutions specializing in Forex CFDs and Crypto. With over two decades of experience and internationally recognized brands they empower ambitious traders and investors across emerging Indonesia they collaborate with a local technology and operations partner to deliver exceptional services and drive regional growth.

About the Role
As the Senior Manager Customer Operations you will play a critical role in ensuring smooth client onboarding and timely deposit/withdrawal processing. You will lead a blended team of onboarding and processing officers collaborate across departments and champion operational excellence while supporting compliance and risk management initiatives.

Key Responsibilities

Lead a blended team of onboarding and processing officers ensuring performance standards and team success
Collaborate with back-office teams and managers from payments processing and enablement
Enhance onboarding processes to optimize efficiency and client experience
Support compliance and risk management aligning with global standards
Oversee KYC and screening processes ensuring timely and policy-compliant execution
Manage payment processing and fraud investigations for deposits and withdrawals
Mentor and provide growth opportunities for team members
Deliver feedback and guidance to achieve KPIs
Prepare monthly and quarterly KPI reports for senior management
Support shift planning and maintain contingency plans for business continuity
Lead operational projects and act as a change champion
Communicate and implement changes effectively within the team

Qualifications

University degree in Economics Accounting Finance IT Project Management or related fields
35 years experience in client onboarding (KYC) and/or processing operations with leadership experience
Fluency in Bahasa and English (written and spoken)
Experience in onboarding and/or payments processing preferably in financial or Forex industry
Excellent communication skills and strong attention to detail
Proven ability to lead teams and manage KPIs
Proficiency in MS Office (Excel Word PowerPoint Outlook)
Ability to work in a fast-paced environment and adapt to change
Knowledge of compliance and risk management processes preferred
Proactive solutions-oriented approach to problem-solving

Required Experience:

Senior Manager

Job DescriptionSenior Manager Customer Operations (Back Office)About Our ClientOur client is a global leader in online trading and investment solutions specializing in Forex CFDs and Crypto. With over two decades of experience and internationally recognized brands they empower ambitious traders and ...