Senior Manager, Customer Operations (Back Office)

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 markets. In 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
• 3-5 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