Onboarding & Client Lifecycle Operations Manager

Reap

Singapore

Hybrid

SGD 180,000 - 260,000

Full time

7 days ago

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Benefits offered by this job

Annual leave

Health insurance

Flexible remote work

Home office budget

Corporate Reap Card

Job summary

Reap is seeking a senior leader for Financial Crime Operations to own client onboarding and lifecycle across APAC and other regions. You will drive KYB quality, balance risk with experience, and scale compliance services as products.

You will lead regional teams, define playbooks, SLAs, and capacity plans, and work with Product and Engineering to automate workflows, adopting AI to reduce manual checks. This role reports to Head of Operations.

Qualifications

8+ years in client/merchant onboarding, KYB or client lifecycle operations at payments, card issuer, EMI, SaaS, or crypto
2+ years leading a team against SLAs, ideally across regions
Deep KYB expertise including complex ownership structures and B2B2B models
Experience building operations from scratch: playbooks, SLAs, capacity models, QA frameworks

Responsibilities

Own KYB and onboarding outcomes across product lines, measuring speed, quality, and client experience
Run and scale compliance services, turning them into reliable products
Define onboarding and lifecycle standards across regions with audit-ready governance
Lead and grow the team, setting regional standards and ensuring SOPs with backups

Skills

KYB expertise

Client onboarding

Team leadership

SLA management

Playbook creation

Payments/crypto operations

Tools

IDV platform

Case management tools

Job description

About Reap

Reap is a global financial technology company headquartered in Hong Kong with employees across multiple countries. We enable financial connectivity and access for businesses worldwide by combining traditional finance with stablecoins for efficient money movement.

Financial Crime Operations (FCO)

APAC
Hybrid / Remote

About Reap

Through our stablecoin-powered corporate cards, payments, and expense management tools, we streamline financial operations and help businesses scale. Our APIs enable businesses to integrate stablecoin-enabled finance into their own products and services—from issuing Visa cards to facilitating cross-border payments.

Backed by leading investors including Index Ventures and HashKey Capital, Reap is building the future of borderless, stablecoin-enabled finance.

Financial Crime Operations at Reap

At Reap, the Financial Crime Operations team safeguards our customers and our platform by preventing, detecting, and responding to financial crime across both fiat and crypto rails. As we deepen our integrations with major card networks and scale our Web3 infrastructure, FCO is transitioning from manual workflows to a modern, automated, rules-based monitoring environment. We partner closely with Compliance (FCC), Product, Engineering, and Payment Operations to ensure resilient, scalable controls that meet regulatory and scheme obligations without sacrificing user experience.

The Role

About the role

Every client relationship at Reap runs through Operations, from first application to final exit. We're looking for the person who owns that journey end to end and makes it fast, consistent and scalable across every region we operate in.

This is not a queue-management seat. You'll run a high-performing onboarding team, operate the compliance services we sell to clients, shape the tools we build on, and set the global standard for how onboarding and client lifecycle operations work at Reap. You'll report to the Head of Operations.

Onboarding and client lifecycle

Own KYB and onboarding outcomes across our product lines, measured on speed, quality and client experience.
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.

Product services

Run and scale the compliance services Reap offers its clients, turning them into reliable, well-defined products.
Shape how those services grow alongside new products, markets and partners.

Platform and automation

Act as the business voice for our onboarding technology, setting the direction on what our tools and vendors need to deliver.
Drive automation and AI adoption so the team spends its time on judgment, not manual checks.

Global standards and quality

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.

People

Lead and grow the team directly, and set standards for regional operations leads through a dotted-line relationship.

What this role is not

Not a policy owner. Compliance sets the guardrails; you decide how operations meets them.

What success looks like in your first 6 months

First-line QA is live across the highest-risk workflows.
Regional teams work to one playbook, and backlogs no longer age past SLA.
Our compliance product services run on a published SLA, triage model and capacity plan.
The team runs without you: every workflow has an SOP and a named backup.

What you bring

8+ years in client/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 (e.g. IDV or case management) with product and engineering teams.
Comfort leading through influence. You've 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 with automation or AI tooling in ops workflows.

How we work

We take ownership of outcomes, speak up, start with the customer, and move fast without cutting corners. We work in ambiguity and we build as we run. If you like a clear brief and a stable process, this isn't your role. If you like turning messy into scalable, let's talk.

Benefits you’ll enjoy