OSL
As the Global Client Onboarding Lead, you will lead a global team of client onboarding specialists responsible for onboarding both institutional and retail clients, including KYC and account opening processes across multiple jurisdictions. You will build scalable processes, improve efficiency, and deliver a frictionless user journey while ensuring compliance with regulatory standards. Your leadership will drive a high-performing team dedicated to enhancing client experiences and operational effectiveness. Additionally, you will leverage your experience managing global onboarding operations in a fast-paced startup environment to ensure a successful user experience.
- Lead a client onboarding team of 20-40 specialists, building and refining processes for global KYC/KYB, documentation checks, due diligence, and account activations.
- Own the end-to-end onboarding process, continuously improving SLAs, automation, and quality while identifying and addressing pain points.
- Collaborate with Product, Engineering, Compliance, and Customer Success teams to optimize user journeys and tooling, defining and tracking KPIs (e.g., TAT, drop-off rates, approval rates).
- Ensure adherence to AML/KYC regulations across all markets and act as a cross-functional leader driving scalable operations with a user-first mindset.
- Drive technology and automation tool adoption by collaborating with internal tech/product teams to enhance processes.
- 7+ years of experience in client onboarding/customer operations within fintech, crypto, payments, or digital-first companies.
- Proven experience leading and scaling global onboarding/KYC teams of at least 20-40 people.
- Strong understanding of digital KYC/KYB tools, onboarding flows, and automation, with operationally hands-on capabilities to translate business needs into requirements.
- Strong leadership, coaching, and performance management skills, with a track record of cross-functional collaboration across operations, product, compliance, and engineering.
- Experience with CRM, workflow, and KYC tools (e.g., Salesforce, Alloy, Jumio, SumSub, Onfido, etc.) is a plus.
- Clear communication and stakeholder management skills, with professional-level proficiency in English and Chinese; other languages are a plus.
- Experience managing global onboarding operations, ensuring a successful user experience in a fast-paced startup environment.
- Location: Hong Kong or Malaysia
OSL Core values:
Be customer-centered
Be a high-performing team
Be relentlessly innovative
Be direct
Be an owner
Be geared toward action
Be compliant
As a subsidiary of the publicly listed OSL Group (HKEX: 863.HK), OSL Digital Securities is Hong Kong’s first and most established SFC-licensed and insured digital asset platform. Operating since 2018, the platform provides institutional-grade digital asset services to corporations, financial institutions, professional and retail investors.
