Onboarding and Client Lifecycle Operations Manager

Reap

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

Posted 10/8/2026full-timeHong KongSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive expertise in client onboarding and KYB processes, with a strong focus on operational excellence, compliance, and team leadership. Proven ability to drive automation and AI adoption while establishing scalable, audit-ready operations across multiple regions.

Highest-signal resume keywords

Client/Merchant OnboardingKYB ExpertiseTeam LeadershipOperational Decision-MakingAutomation and AI Adoption

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Onboarding ProcessesSLA ManagementQA FrameworksCapacity ModelsPlaybook DevelopmentRisk ManagementCompliance StandardsClient Lifecycle OperationsInternal Tool RequirementsB2B2B Models

Soft Skills

Commercial InstinctInfluential LeadershipClient Experience Focus

Tools & Technologies

IDV ToolsCase Management SystemsAutomation ToolsAI Tooling

Industry Keywords

PaymentsCard IssuerEMISaaS PlatformCrypto BusinessCompliance Services

About the role

Key responsibilities & impact

Own KYB and onboarding outcomes across product lines, measured on speed, quality and client experience
Make operational decisions balancing risk with client experience
Work with commercial teams to get suitable clients live sooner
Run and scale compliance services offered to clients as reliable, well-defined products
Shape service growth alongside new products, markets and partners
Represent business needs for onboarding technology and define tool and vendor requirements
Drive automation and AI adoption to reduce manual checks
Define global standards for onboarding and client lifecycle operations across regions
Establish quality, measurement and governance foundations for scalable, audit-ready operations
Lead and grow the team directly and set standards for regional operations leads through a dotted-line relationship
Report to the Head of Operations
Deliver first-line QA, unified regional playbooks, SLA compliance, published service SLAs, triage and capacity plans, SOPs and named workflow backups within the first six months

Requirements

What you’ll need

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)
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, such as IDV or case management, with product and engineering teams
Comfort leading through influence, including regional teams adopting standards without direct management
Commercial instinct and ability to treat onboarding speed as a growth lever while managing risk
Nice to have: experience running a compliance service sold to clients
Nice to have: card scheme exposure
Nice to have: hands-on experience with automation or AI tooling in operations workflows

Benefits

Comp & perks

A vibrant, inclusive work culture
Annual leave to relax and recharge, plus public holidays
Health insurance budget to keep you covered
Be part of a fast-growing global team
Flexible remote work options
Home office equipment budget
Your own Corporate Reap Card—no more out-of-pocket spending