Onboarding Manager

We are seeking an experienced, hands-on Onboarding Manager to own and drive BitGo’s client onboarding function for our MAS-regulated Singapore entity. Reporting to BitGo’s APAC Managing Director, this role will own the end-end client lifecycle; including client onboarding, ongoing due diligence, periodic reviews and off-boarding.

This is a player/coach role where you will manage and mentor an Onboarding Associate while remaining deeply hands-on in day-to-day execution. You will own and manage onboarding cases directly, and help establish strong operating standards across the function. You will have the opportunity to shape BitGo Singapore’s onboarding operating model as the business continues to scale.

The ideal candidate combines strong KYC/KYB expertise and a solid understanding of MAS regulatory requirements paired with commercial and operational judgement. You are resourceful, pragmatic, and creative in solving problems, comfortable owning complex cases end to end, and able to find practical ways forward when the path is not always clear. You partner effectively with cross-functional stakeholders, challenge inefficient ways of working, and thrive in a fast-moving environment.

• Review and progress onboarding applications end to end, ensuring high execution quality, robust documentation and timely completion
• Manage onboarding queues and priorities to maintain strong throughput and adherence to service level expectations
• Identify information gaps and manage requests for information efficiently to minimize unnecessary client friction
• Partner closely with Compliance on cases requiring additional review or escalation
• Own client offboarding end to end, including sanctions and risk driven terminations, dormant and inactive account closures, and coordination of account wind-down with Operations and Compliance
• Draft and manage client-facing exit communications, ensuring exits are executed cleanly, defensibly, and with appropriate documentation and record retention

• Partner closely with Sales, Customer Success, Solutions Engineering, Operations, Compliance, and other cross-functional stakeholders to move clients through onboarding effectively
• Communicate onboarding requirements and blockers clearly to internal stakeholders and help drive cases toward resolution
• Balance regulatory and risk requirements with commercial priorities and client experience

• Define and continuously improve onboarding processes, workflows, controls, and operating standards
• Partner with Product, Engineering, Data Science and Analytics, Compliance, and Operations teams to improve onboarding systems and workflow logic
• Contribute to the development of onboarding quality assurance practices and scalable service level frameworks
• Define, track, and report onboarding metrics including turnaround time and backlog aging and use them to drive improvements in efficiency and quality
• Support external audit and regulatory examinations, including producing onboarding and CDD files for sampling, participating in process walkthroughs, and evidencing controls
• Own remediation of audit and review findings relating to onboarding, tracking actions through to closure

• Owning the APAC onboarding function as a whole, providing guidance and subject matter expertise to colleagues handling onboarding cases
• Establish high standards for execution, ownership, documentation, and client experience across the APAC onboarding function
• Lead by example as a hands-on operator, taking ownership of outcomes rather than simply managing workflows

• 5+ years of relevant experience in client onboarding, KYB/AML operations, financial crime operations, or a closely related function in the fintech, digital assets or payments industry; 1–2 years of experience leading or owning an onboarding function is preferred.
• Strong knowledge of MAS’ regulatory requirements and expectations around KYB, corporate structures, beneficial ownership, and AML onboarding processes
• Experience supporting external audits or regulatory reviews, including evidencing controls and remediating findings
• Strong commercial awareness and ability to balance risk requirements with onboarding efficiency and client experience
• Strong stakeholder management and communication skills with the ability to work effectively across Sales, Operations, Compliance, and other teams
• Demonstrated ability to manage escalations and make sound decisions in complex or ambiguous situations
• Strong critical thinking, problem solving, pattern recognition, and project management skills, with excellent attention to detail, organization, and documentation
• Comfortable operating in a fast-paced environment where processes and requirements continue to evolve
• Proactive mindset with a track record of identifying problems, challenging inefficient processes, and driving improvements
• Mandarin language skills will be a significant advantage