Operations Senior Manager - Digital Identity

About the Role

They say no man is an island, and this notion holds particularly true for this role. As our Strategic Project Lead,, you’ll be an instrumental cog in the verifications wheel of GoJek that directly impacts the company’s ability to ensure its adherence to implementing a robust Enhanced Due Diligence (EDD) and Customer Due Diligence (CDD) in compliance to regulation. You will be in the driver seat to translate company goals into initiatives with tangible result by doing cost and benefit analysis.

Key Responsibilities:
• Manage operations for GTF Digital Identity, including productivity, capacity planning, daily monitoring, staffing, and work environment to meet KPIs (Lean, SLA, Accuracy).
• Oversee vendor management (MP & BPO), develop vendor scorecards, conduct regular performance reviews, and recommend replacements if needed.
• Lead complaint handling improvements for KYC/KYB (new & existing users) with focus on journey friction and cost optimization; conduct ongoing cost-benefit analysis to support lean ops at scale.
• Identify risks in lifecycle management and recommend strategies to mitigate them while improving efficiency and reducing account opening lead times.
• Develop and implement AML-related frameworks, policies, and procedures aligned with regulatory requirements, ensuring preventive/detective KYC controls in partnership with risk & fraud teams.
• Manage relationships and communication with stakeholders across Business, AML, Compliance, Risk, Product teams (internal & external).
• Act as PIC for audits (internal & regulatory) and budget for Digital Identity Ops.

Key Requirements:
• A relevant Bachelor or Master Degree from reputable University
• Should have at least 8 years of experience in a financial institution or start up and have a background in leading a big team from various seniority level.
• Strong sense of operational risk and regulatory risk
• Team player (adaptable, communicative, strategic, collaborative)
• Analytical mindset (able to understand the context, find the correlation between topic, and draw the conclusion)
• Problem-solving (able to link the information to solve the problem)
• Able to work in a fast paced environment where several processes are still in the process of building.

About the Team

Our Digital Identity team consists of a whole village to create the best in class Digital Identity process, based in Jakarta. Determined to be the best Digital Identity vendor, we are predominantly concerned with adhering to the robust EDD and CDD while maintaining good service and SLA to our customers. We are a tight-knit group made up of free thinkers, Marvel fans, sports enthusiasts, and wannabe bakers. We work hard and play hard, and believe it or not, we actually enjoy each other’s company!

About GoTo Group
GoTo Group is the largest digital ecosystem in Indonesia with its mission to “Empower Progress’ by offering technological infrastructure and solutions for everyone to access and thrive in the digital economy. The GoTo ecosystem consists of on-demand transportation services, food and grocery delivery, logistics and fulfillment, as well as financial and payment services through the Gojek and GoTo Financial platforms.It is the first platform in Southeast Asia that hosts these crucial cases in a single ecosystem, capturing the majority of Indonesia’s vast consumer household.

About Gojek
Gojek is Southeast Asia’s leading on-demand platform and pioneer of the multi-service ecosystem with over 2.5 million driver partners across the regions offering a wide range of services such as transportation, food delivery, logistics and more. With its mission to create impact at scale, Gojek is committed to resolving consumer problems and raising standards of living by connecting consumers to the best providers of goods and services in the market.

About GoTo Financial
GoTo Financial accelerates financial inclusion through its leading financial services and merchants solutions. Its consumer services include GoPay and GoPayLater and serve businesses of all sizes through Midtrans, Moka, GoBiz Plus, GoBiz, and Selly. With its trusted and inclusive ecosystem of products, GoTo Financial is open to new growth opportunities and aims to empower everyone to Make It Happen, Make It Together, Make It Last.

GoTo and its business units, including Gojek and GoToFinancial ("GoTo") only post job opportunities on our official channels on our respective company websites and on LinkedIn. GoTo is not liable for any job postings or job offers that did not originate from us. You should conduct your own due diligence to prevent being victims of any fake job scams, if they did not originate from GoTo's official recruitment channels.

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