Taguig City, Metro Manila, Philippines

Customer Experience – Partner Support /

Full-time Employee /

Hybrid

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Join the Pioneer Crypto Brand in the Philippines!

Coins is the most established crypto brand in The Philippines and has gained the trust of more than 18 million users. Through the easy-to-use mobile app, users can buy and sell a variety of different cryptocurrencies and access a wide range of financial services.

Coins is fully regulated by the Bangko Sentral ng Pilipinas (BSP) and is the first ever crypto-based company in Asia to hold both Virtual Currency and Electronic Money Issuer licenses from a central bank.

Key Responsibilities

Strategic KYB Oversight

Own and continuously evolve the end-to-end KYB lifecycle for B2B and B2B2C partners, covering both pre-sales and after-sales engagements, ensuring robust documentation, verification, and full regulatory compliance across jurisdictions.
Provide executive oversight of the process for partners and clients throughout their lifecycle, from onboarding (pre-sales) to ongoing monitoring and relationship management (after-sales), ensuring strong risk-based screening, documentation governance, and risk assessment frameworks.
Establish escalation frameworks for high-risk or suspicious cases across all partner types and touchpoints, partnering closely with Compliance, Risk, and senior leadership to drive timely and well-informed decisions.
Stay ahead of global regulatory developments and industry best practices in AML, CDD, and KYB, translating requirements into scalable operational policies and controls applicable to B2B and B2B2C pre-sales and after-sales operations.
Serve as the senior accountable leader for audit readiness, regulatory reviews, and internal control effectiveness related to partner onboarding and ongoing partner management.

Executive Partner Support & Cross-Functional Leadership

Act as the executive point of contact for complex or high-impact partner engagements, including B2B and B2B2C pre-sales onboarding inquiries and after-sales operational issues, ensuring resolution with speed, quality, and a strong partner-first approach.
Drive cross-functional alignment with Business Development, Product, Engineering, Legal, Risk, and Compliance to remove onboarding friction, accelerate partner activation, and ensure smooth post-sales partner support.
Champion a seamless end-to-end partner experience across the full lifecycle for both B2B and B2B2C partners, from initial engagement (pre-sales) through ongoing account management (after-sales).
Influence senior stakeholders to prioritize initiatives that improve partner experience while maintaining strong risk controls.

Process Transformation & Strategic Enablement

Lead large-scale transformation initiatives to optimize B2B and B2B2C partner onboarding and post-sales support workflows, reducing cycle time and improving partner satisfaction without compromising compliance.
Identify systemic inefficiencies, automation opportunities, and scalability gaps across pre-sales and after-sales operations; implement data-driven improvements and technology solutions.
Establish and standardize global partner lifecycle policies, playbooks, and documentation frameworks to ensure consistency and transparency across all touchpoints for B2B and B2B2C partners.
Build feedback loops from partners and internal teams to inform long-term strategy for both onboarding and ongoing partner support.
Sponsor and deliver automation, tooling, and AI-driven enhancements for pre-sales and after-sales functions where appropriate.

Operational Leadership & Organizational Management

Provide strategic and operational leadership for the Partner Onboarding/Partner Solutions function, ensuring SLAs, quality standards, and risk thresholds are consistently achieved across B2B and B2B2C pre-sales and after-sales operations.
Build, scale, and develop high-performing teams across onboarding, partner support, and related operational functions.
Coach and mentor people leaders and senior specialists; establish strong performance management and succession planning practices.
Own and report on executive-level KPIs, including onboarding velocity, partner satisfaction, post-sales support quality, risk quality, and operational efficiency.
Partner with Finance and senior leadership on capacity planning, headcount strategy, and budget management.
Perform other strategic initiatives or ad hoc leadership responsibilities that support company growth and operational excellence across the entire B2B and B2B2C partner lifecycle.

Qualifications

Bachelor's degree in Business, Finance, Compliance, Legal, Operations, or a related field required;
Master's degree or relevant professional certification (e.g., CAMS, CFE, CRCM) is strongly preferred.
8-12+ years of progressive experience in KYB/KYC, partner onboarding, compliance operations, risk operations, or related domains within fintech, banking, crypto, or high-growth technology environments.
5+ years of senior leadership experience managing managers and scaling multi-layered operational teams.
Deep and demonstrable expertise in AML, CDD, EDD, sanctions screening, and KYB/KYC regulatory frameworks across multiple jurisdictions.
Proven track record of driving large-scale process transformation, automation, and operational excellence initiatives.
Strong executive presence with the ability to influence cross-functional senior stakeholders and external partners.
Highly analytical and data-driven, with extensive experience building KPI frameworks, dashboards, and executive reporting.
Experience supporting regulatory audits, examinations, or compliance reviews is highly desirable.
Excellent communication, stakeholder management, and escalation handling skills with a strong partner-centric mindset.
Demonstrated ability to thrive in fast-paced, high-growth, and ambiguous environments.

Join the Coins Team Now!

Meaningful Collaborations - The successful candidate will work cross-functionally with other relevant teams to carry out implementations that will improve and create an impact on customer experience.

Scalable Growth - Be part of a fast-growing organization with the vision to expand its territories outside APAC which will provide opportunities for career advancement.

A Space For Bright Ideas - Let your bright ideas be converted into meaningful changes! Coins culture welcomes new ideas backed up by data to create an impact.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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Partner Onboarding Solutions Director