Senior Manager, Back Office (Onboarding, Processing & Customer Operations)

Our Client

Our client's mission is to empower the new generation of ambitious traders and investors across fast-growing markets. For more than 20 years, they have supported over two million customers through internationally recognised brands such as Alpari and FXTM, and they continue to expand their portfolio with new, innovative trading and investment solutions.

As a global organisation with teams across Europe, Asia, and Africa, our client is driven by their values and promise of Freedom to Succeed — for their clients, partners, and people.

In Indonesia, our client works closely with a local technology and operations partner. This role will be employed directly by this local partner, an established Indonesian organisation supporting our client's operational, technical, and service capabilities in the region. While your employment will be with this local partner, you will collaborate daily with our client's international teams and contribute to projects that support our global growth.

Job Description

As a Senior Manager, Customer Operations team, you will play a critical role in ensuring the smooth onboarding of new clients while continuously enhancing the process to improve client experience. You will also be responsible for ensuring timely deposits and withdrawal processing of our clients. You will work closely with the Processing and Onboarding teams and collaborate with various other teams to execute and streamline onboarding and payment processes, while supporting compliance, risk management, and policy implementation efforts.

Key Responsibilities

• Leading a blended team: Supervise and guide a team of both onboarding and processing officers, ensuring they meet performance standards and contribute to the success of the overall client back-office process.
• Collaboration: Work collaboratively with back-office teams and managers from payments, processing and enablement.
• Onboarding Process Enhancement: Assist in refining onboarding procedures, identifying areas for improvement, and implementing changes to optimize efficiency and improve client experience.
• Compliance and Risk Management: Collaborate with the Global Compliance team to support the implementation of risk management processes and ensure adherence to policies and standards.
• KYC and Screening: Oversee the ongoing screening process to ensure it aligns with company policies and is completed in a timely manner. Support the development and execution of KYC policies and processes.
• Payment processing and investigation: Oversee payment process of customers’ manual deposits and withdrawals, and payment fraud related investigations.
• Team Development and Growth: Support the continuous learning and professional growth of your team by sharing your knowledge, mentoring, and providing development opportunities.
• Performance Management: Provide regular feedback, guidance, and support to the team, helping them achieve individual and team goals. Assist with performance management when necessary, ensuring effective team dynamics.
• Reporting and Communication: Prepare and present monthly, and quarterly KPI reports to the back-office and senior management on team progress, challenges, and achievements. Facilitate clear communication between team members and other departments.
• Operational Efficiency: Ensure the team operates efficiently by supporting shift planning and maintaining a contingency plan to ensure business continuity.
• Project Management: Support, own, and lead any assigned operational projects related to his/her team’s expertise. Act as a change champion for the team, ensuring that team members are aware of any changes / Projects and initiatives and supporting their implementation.
• Change Management: Champion and communicate any changes within the team and ensure they are well understood and effectively implemented.

Requirements:
• University Degree in Economics, Accounting, Finance, IT, Project Management, or related fields.
• Minimum of 3-5 years' experience in a client onboarding (KYC) and/or processing operations role, with a proven track record of career progression in a leadership or supervisory position.
• Fluency in Bahasa and English (written and spoken) is essential.
• Experience in onboarding and/or payments processing, preferably within the financial or Forex industry.
• Excellent communication skills, both verbal and written, with the ability to collaborate across departments.
• Strong attention to detail and analytical thinking, with the ability to prioritize tasks and manage multiple responsibilities.
• Proven ability to lead a team, providing guidance and support while driving performance toward achieving KPIs.
• Proficient in MS Office tools (Excel, Word, PowerPoint, Outlook), with advanced skills in reporting and data management.
• Ability to work in a fast-paced environment, adapt to change, and handle competing priorities effectively.
• Knowledge of compliance and risk management processes in financial services is preferred.
• A proactive, solutions-oriented approach to problem-solving and process improvement

Benefits:
• Competitive base salary
• Communication allowance
• BPKS Kesehatan, BPJS Working Insurance, & Private Medical Insurance
• Annual bonus
• 12 days annual leave
• Work facilities: laptop, travel reimbursement for business trips