Operations Senior Manager - Digital Identity

GoTo Group; Daerah Khusus Ibukota Jakarta; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading Indonesian digital ecosystem is seeking a Strategic Project Lead to manage operations for Digital Identity and ensure compliance with EDD and CDD regulations. The ideal candidate will have over 8 years of experience in financial institutions or startups, with strong leadership and communication skills. This role involves managing vendor relationships, improving KYC/KYB processes, and developing AML frameworks. It's a chance to impact the digital economy directly from Jakarta.

Qualifications

• Minimum 8 years of experience in a financial institution or startup.
• Leadership experience managing large teams of various seniority levels.
• Ability to work in a fast-paced environment with ongoing process development.

Responsibilities

• Manage operations for GTF Digital Identity to meet KPIs.
• Oversee vendor management and develop scorecards.
• Lead improvements for KYC/KYB complaint handling.
• Identify lifecycle management risks and recommend strategies.
• Develop and implement AML-related frameworks.
• Manage stakeholder relationships and communications.
• Act as Person in Charge for audits and manage budgets.

Skills

Operational and regulatory risk understanding

Strong communication skills

Analytical mindset

Problem-solving skills

Adaptability

Leadership experience

Education

Bachelor’s or Master’s Degree from a reputable university

Job description

About the Role

As our Strategic Project Lead, you will play a crucial role in the verification process at GoJek, directly impacting the company's compliance with Enhanced Due Diligence (EDD) and Customer Due Diligence (CDD) regulations. You will translate company goals into actionable initiatives through cost and benefit analysis.

Key Responsibilities

1. Manage operations for GTF Digital Identity, including productivity, capacity planning, daily monitoring, staffing, and work environment to meet KPIs (Lean, SLA, Accuracy).
2. Oversee vendor management (MP & BPO), develop vendor scorecards, conduct regular performance reviews, and recommend replacements if needed.
3. Lead complaint handling improvements for KYC/KYB (new & existing users), focusing on journey friction and cost optimization; perform ongoing cost-benefit analysis to support lean operations at scale.
4. Identify lifecycle management risks and recommend mitigation strategies to improve efficiency and reduce account opening lead times.
5. Develop and implement AML-related frameworks, policies, and procedures aligned with regulatory requirements, ensuring preventive/detective KYC controls in partnership with risk & fraud teams.
6. Manage relationships and communications with stakeholders across Business, AML, Compliance, Risk, and Product teams (internal & external).
7. Act as Person in Charge (PIC) for audits (internal & regulatory) and manage the budget for Digital Identity Operations.

Key Requirements

1. A relevant Bachelor’s or Master’s Degree from a reputable university.
2. At least 8 years of experience in a financial institution or startup, with leadership experience managing large teams of various seniority levels.
3. Strong understanding of operational and regulatory risk.
4. Team player with adaptability, strong communication skills, strategic thinking, and collaboration.
5. Analytical mindset capable of understanding context, identifying correlations, and drawing conclusions.
6. Problem-solving skills with the ability to connect information to resolve issues.
7. Ability to work in a fast-paced environment with ongoing process development.

About the Team

The Digital Identity team, based in Jakarta, is dedicated to creating best-in-class Digital Identity processes, focusing on robust EDD and CDD while maintaining excellent service and SLAs. We are a close-knit group of innovative thinkers, Marvel fans, sports enthusiasts, and aspiring bakers who work hard and enjoy each other’s company.

About GoTo Group

GoTo Group is Indonesia’s largest digital ecosystem, committed to empowering progress by providing technological infrastructure and solutions to access and thrive in the digital economy. Our ecosystem includes on-demand transportation, food and grocery delivery, logistics, and financial services through Gojek and GoTo Financial platforms. We serve the majority of Indonesia’s consumers within a single, comprehensive platform.

About Gojek

Gojek is Southeast Asia’s leading multi-service on-demand platform, with over 2.5 million driver partners offering transportation, food delivery, logistics, and more. Our mission is to create impactful solutions at scale, improving living standards by connecting consumers with top service providers.

About GoTo Financial

GoTo Financial promotes financial inclusion through its leading services and merchant solutions, including GoPay, GoPayLater, Midtrans, Moka, GoBiz Plus, GoBiz, and Selly. We aim to empower everyone to Make It Happen, Make It Together, and Make It Last through our inclusive ecosystem.

Note: GoTo posts job opportunities only through official channels, including our websites and LinkedIn. Be cautious of fake job scams and verify opportunities directly through our official platforms.

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