Partner & Merchant Onboarding Lead (FinTech, Digital Assets)

Job Title: Partner & Merchant Onboarding Lead (FinTech, Digital Assets, Financial Services)

Role: Partner Support Lead, Partner Operations Manager, Client Success Manager, Account Management Lead

Location: Taguig, Philippines

Company: Leading Digital Financial Services & FinTech Company

Position Type: Full-time

Reporting to: Head of Partner Operations / Operations Leadership

Job Brief

Our client, a leading digital financial services and FinTech company, is looking for an experienced Partner & Merchant Onboarding Lead to oversee partner onboarding, account management, and operational excellence. This role will lead the Partner Support and Onboarding teams, ensuring seamless KYB (Know Your Business) onboarding, exceptional partner experience, and compliance with regulatory requirements.

The ideal candidate has strong experience in partner operations, account management, or customer success within financial services, FinTech, digital payments, or technology-driven organizations. This individual will work cross-functionally to improve operational processes, strengthen partner relationships, and drive service excellence.

Responsibilities

Partner Onboarding & Operations

• Lead the end-to-end KYB onboarding process, ensuring timely, compliant, and efficient onboarding of new partners.
• Coordinate with internal and external stakeholders to proactively resolve onboarding issues and eliminate operational bottlenecks.
• Develop, maintain, and continuously improve Partner Solutions SOPs and operational workflows.
• Ensure all onboarding activities comply with internal policies and applicable regulatory requirements.

Team Leadership & Service Excellence

• Manage the Partner Support and Onboarding teams, ensuring service quality, operational efficiency, and timely resolution of partner concerns.
• Coach and mentor team members through regular performance discussions and process guidance.
• Monitor workload distribution, service levels, and operational performance to maintain a high standard of partner support.
• Foster a culture of accountability, collaboration, and continuous improvement.

Partner Relationship Management

• Build and maintain strong relationships with partners, serving as a trusted point of contact throughout the partnership lifecycle.
• Deliver exceptional day-to-day account management and client support.
• Identify opportunities to improve partner experience and increase long-term engagement.
• Monitor partner health and proactively address potential risks to retention or satisfaction.

Process Improvement & Compliance

• Design and implement frameworks, policies, and operational best practices to enhance partner onboarding and account management.
• Establish key performance metrics to measure onboarding efficiency, partner satisfaction, and overall service quality.
• Collaborate with Compliance, Operations, Product, and other cross-functional teams to ensure regulatory adherence and successful partner implementations.
• Support additional operational initiatives and projects as required.

Requirements

• Bachelor's degree in Business Administration, Management, Finance, or a related discipline.
• At least 3 years of experience in Partner Operations, Account Management, Customer Success, or Client Services.
• Hands-on experience managing KYB onboarding, partner & merchant onboarding, or similar operational processes.
• Background in FinTech, Digital Payments, Banking, Financial Services, Cryptocurrency, or Technology is highly preferred.
• Proven ability to build strong client relationships and deliver outstanding customer experience.
• Strong analytical, organizational, and problem-solving skills.
• Excellent stakeholder management and communication skills in both English and Filipino.
• Self-driven, detail-oriented, and capable of managing multiple priorities in a fast-paced environment.
• Demonstrated leadership experience in coaching or supervising operational teams is an advantage.

Company Overview

Our client is one of the Philippines' leading digital financial services companies, providing innovative payment, digital asset, and financial technology solutions. Backed by a strong regulatory framework and serving millions of users, the company continues to expand its ecosystem by delivering secure, scalable, and customer-centric financial products.

Ready to drive partner success in one of the country's fastest-growing FinTech companies?

If you're passionate about partner operations, client success, and operational excellence, we'd love to hear from you.

Submit your resume to ariel.cabada@atlantisconsulting.ph or apply via the link below.

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