Onboarding & Client Lifecycle Operations Manager

As an Onboarding and Client Lifecycle Operations Manager at Reap, you own the end-to-end client journey from first application to final exit. You'll run a high-performing onboarding team, operate the compliance services Reap sells to clients, shape the tools you build on, and set the global standard for how onboarding and client lifecycle operations work across every region. You report to the Head of Operations in the Financial Crime Operations team, which safeguards the platform by preventing, detecting, and responding to financial crime across fiat and crypto rails.

What you'll do

• Own KYB and onboarding outcomes across product lines, measured on speed, quality, and client experience, and hold the operational decisions that balance risk with client experience.
• Treat onboarding speed as a growth lever, working with commercial teams to get the right clients live sooner.
• Run and scale the compliance services Reap offers its clients, turning them into reliable, well-defined products, and shape how those services grow alongside new products, markets, and partners.
• Act as the business voice for onboarding technology, setting the direction on what tools and vendors need to deliver.
• Drive automation and AI adoption so the team spends its time on judgment, not manual checks.
• Define what "good" looks like for onboarding and lifecycle operations across every region and hold the bar consistently.
• Build the quality, measurement, and governance foundations that let operations scale with confidence and stay audit-ready.
• Lead and grow the team directly, and set standards for regional operations leads through a dotted-line relationship.

What you bring

• 8+ years in client or merchant onboarding, KYB, or client lifecycle operations at a payments company, card issuer, EMI, SaaS platform, or crypto business.
• 2+ years leading a team against SLAs, ideally across more than one region.
• Deep KYB expertise, including complex ownership structures and platform or B2B2B models (sub-client onboarding, reliance versus non-reliance).
• A track record of building operations from scratch: playbooks, SLAs, capacity models, and QA frameworks that stood up to an audit.
• Experience owning requirements for internal tools such as IDV or case management with product and engineering teams.
• Comfort leading through influence; you have had regional teams adopt your standards without managing them directly.
• Commercial instinct; you see onboarding speed as a growth lever and can say yes safely.

Nice to have

• Experience running a compliance service sold to clients.
• Card scheme exposure.
• Hands-on experience with automation or AI tooling in operations workflows.

What we offer

• Annual leave plus public holidays
• Health insurance budget
• Flexible remote work options and a hybrid or remote position in APAC
• Home office equipment budget
• Your own Corporate Reap Card for expenses
• A vibrant, inclusive work culture as part of a fast-growing global team

About Reap

Reap is a global financial technology company headquartered in Hong Kong, enabling financial connectivity and access for businesses worldwide by combining traditional finance with stablecoins for efficient money movement. Through stablecoin-powered corporate cards, payments, expense management tools, and APIs, Reap streamlines financial operations and helps businesses scale. Backed by leading investors including Index Ventures and HashKey Capital, Reap is building the future of borderless, stablecoin-enabled finance.