Merchant Onboarding Lead

As a Merchant Onboarding Lead at coins.ph, you'll spearhead the operations side of KYB account onboarding and lead the Partner Solutions team. Coins is the most established crypto brand in the Philippines, trusted by over 18 million users. The company is fully regulated by the Bangko Sentral ng Pilipinas and holds both Virtual Currency and Electronic Money Issuer licenses from a central bank, making it the first crypto-based company in Asia to achieve this regulatory milestone.

What you'll do

• Support and spearhead the operations side of onboarding KYB accounts, ensuring smooth partner onboarding and excellent after-sales support.
• Take full ownership of the KYB onboarding process, proactively chasing all stakeholders and removing blockers to ensure efficiency and compliance.
• Develop, maintain, and ensure SOPs are up-to-date, and conduct regular one-on-one sessions with associates and specialists for guidance and adherence to Partner Solutions SOPs.
• Oversee the Partner Support and Onboarding sub-teams, ensuring workflows are efficient, tickets are resolved on time, and service quality is maintained.
• Lead account management associates in building trusted relationships with partners to align with overall company goals.
• Manage the partner support team, ensuring partner concerns are addressed promptly and effectively.
• Build frameworks and policies to ensure successful onboarding of new partners, smooth account management, and an exceptional client experience.
• Establish and maintain key metrics of success for partnerships and overall client satisfaction.
• Closely monitor partner activity to prevent potential disengagement or churn.
• Be responsible for keeping current clients satisfied and delivering exceptional client service on a day-to-day basis.
• Work with internal stakeholders to ensure each partner is compliant with local and international regulatory standards.
• Perform ad hoc tasks as needed to support the team and business objectives.

What you bring

• A Bachelor's degree in Management, Finance, Business, or equivalent.
• At least 3 years of experience in customer service, account management, or partner operations.
• Proven experience in KYB onboarding, partner account management, or related operational workflows.
• Experience delivering client-focused solutions based on partner needs.
• Strong planning, analytical, and problem-solving skills.
• Self-motivation and the ability to work independently without close supervision.
• Trustworthiness, strong organization, and attention to detail.
• Flexibility and adaptability in a fast-paced environment.
• A demonstrated track record of drive, ownership, and execution aligned with coins.ph's culture.
• Strong communication skills in English and Filipino, with the ability to guide associates and engage partners effectively.

About coins.ph

Coins is the most established crypto brand in the Philippines, with over 18 million users accessing a wide range of financial services through an easy-to-use mobile app. The company is fully regulated by the Bangko Sentral ng Pilipinas and holds both Virtual Currency and Electronic Money Issuer licenses, making it the first crypto-based company in Asia to achieve this regulatory status.