Process Improvement Manager

GoTo Financial; Jakarta Pusat; On-site; IDR 446,400,000 - 669,600,000; Full time

Job summary

GoTo Financial is seeking a KYC Project Manager to drive enhanced due diligence and customer due diligence initiatives, bridging Operations, Product, Compliance, and Fraud teams in Jakarta. The role emphasizes translating goals into measurable actions and delivering cost-benefit improvements while maintaining regulatory alignment.

The candidate will oversee process improvements, stakeholder collaboration, and the delivery of compliant user journeys, with a focus on onboarding 'good users' and

Qualifications

• Bachelor's or Master's degree in Business Administration, Management, or CS.
• PMP/ PMI certification is a plus.
• 5 years of experience as a Project Manager leading large-scale, multiple projects.
• Experience in a financial institution is a plus.
• Strong sense of operational and regulatory risk; team player (adaptable, communicative, strategic).
• Proficiency in English (active and passive) is a must.

Responsibilities

• Liaise with Operations to address pain points in the ops process and measure results.
• Refine processes with Product & Compliance to ensure regulatory-compliant user journeys.
• Initiate process reviews and benchmarks to streamline KYC and KYB onboarding.
• Perform cost-benefit analyses on KYC/KYB from an Ops and Business perspective.
• Collaborate with Fraud and Product teams to test and deploy solutions from UAT to production.
• Review UI/UX to improve the KYC/KYB flow.
• Lead discussions on new KYC/KYB initiatives and project impacts.
• Oversee complaint handling related to KYC/KYB processes.

Skills

Project management

Regulatory risk

Communication

English proficiency

Education

Bachelor's or Master's degree

Job description

They say no man is an island, and this notion holds particularly true for this role. As our KYC Project Manager, you’ll be an instrumental cog in the verification wheel of GoJek that directly impacts the company’s ability to ensure its adherence to implementing a robust Enhanced Due Diligence (EDD) and Customer Due Diligence (CDD) in compliance with regulation. You will be in the driver's seat to translate company goals into initiatives with tangible results by doing cost and benefit analysis.

What you will do

• Closely liaise with the Operations team to address pain points and issues in the ops process or issues that might trigger customer complaints, and come up with solutions to address the issue oversee the implementation, and measure the result
• Together with the Product & Compliance team, refine all the existing processes to achieve company goals and ensure that user journey complies with country regulations at all times
• Initiate a process review and benchmark to come up with solutions on how best to create a seamless KYC and KYB process to onboard “good users”
• Continuous cost and benefit analysis on the whole KYC and KYB process from Ops and Business perspective including but not limited to when leading projects or in day-to-day BAU
• Work closely with the Fraud team to identify trends of fraud patterns during KYC and KYB submission, figure out solutions to address the issue, and collaborate with the product team in delivering the solution from testing to production deployment, from UAT to sanity testing
• Work closely with the Product team to do a continuous review and refine the User Interface and User Experience flow throughout the whole KYC and KYB process
• Drive all the initiatives and discussions related to KYC and KYB process including but not limited to, new projects, impact, issues, and target by closely collaborating with internal and external counterpart
• Lead the initiative for complaint handling related to KYC and KYB process not only related to newly implemented process but also to address issues that might happen from incorrect ops process

What you will need

• A relevant Bachelor's or Master Degree such as Business Administration, Management, Computer Science, etc., and PMP or PMI certification is a plus
• 5 years of experience as a Project Manager and have a background in leading big-scale, multiple projects and process improvement with tangible result
• Having a working experience in a financial institution is a plus
• Strong sense of operational risk and regulatory riskTeam player (adaptable, communicative, strategic, collaborative)
• Analytical mindset (able to understand the context, find the correlation between topics, and draw the conclusion)
• Problem-solving (able to link the information to solve the problem)
• Experience in creating BRD with the minimum point of the problem statement, the solution to implement, cost and benefit analysis, and impact analysis
• Proficiency in English both active and passive is a must

About the team

Our KYC team, a subsidiary of the Payment Platform Team, consists of a whole village to create a proper KYC and KYB process from Data Science, Engineers, Products, etc based in Jakarta. Working alongside the Legal, and Compliance Team, we are predominantly concerned with adhering to the robust EDD and CDD while maintaining good service and SLA to our customers.

About GoTo Group

GoTo is the largest digital ecosystem in Indonesia. GoTo's mission is 'empower progress' by offering technology infrastructure and solutions that help everyone to access and thrive in the digital economy.

The GoTo ecosystem provides a wide range of services, including mobility, delivery, payments, financial services, and technology solutions for merchants. The ecosystem also provides e-commerce services through Tokopedia and banking services through its partnership with Bank Jago.

About Gojek

Gojek is Southeast Asia’s leading on-demand platform and pioneer of the multi-service ecosystem with over 2.5 million driver partners across the regions offering a wide range of services such as transportation, food delivery, logistics and more. With its mission to create impact at scale, Gojek is committed to resolving consumer problems and raising standards of living by connecting consumers to the best providers of goods and services in the market.

About GoTo Financial

GoTo Financial accelerates financial inclusion through its leading financial services and merchants solutions. Its consumer services include GoPay and GoPayLater and serve businesses of all sizes through Midtrans, Moka, GoBiz Plus, GoBiz, and Selly. With its trusted and inclusive ecosystem of products, GoTo Financial is open to new growth opportunities and aims to empower everyone to Make It Happen, Make It Together, Make It Last.