Client Operations Manager

As a Partner Solutions Lead , you will take ownership of partner onboarding and support operations, with a strong focus on KYB onboarding, account management, service quality, and compliance .

You’ll lead Partner Support and Onboarding teams, build effective processes, and work closely with internal stakeholders and partners to ensure a smooth end-to-end experience.

Key Responsibilities

• Own and drive the KYB onboarding process , proactively following up with stakeholders and removing blockers.
• Oversee Partner Support and Onboarding teams to ensure efficient workflows, timely ticket resolution, and consistent service quality.
• Develop, maintain, and regularly update SOPs for Partner Solutions.
• Conduct regular 1:1 sessions with associates and specialists to provide guidance and reinforce SOP adherence.
• Lead account management associates in developing strong and trusted partner relationships.
• Build frameworks and policies for partner onboarding, account management, and client experience.
• Establish and monitor key metrics for partnership success and client satisfaction.
• Monitor partner activity and identify potential disengagement or churn.
• Ensure existing partners receive consistent and exceptional day-to-day support.
• Collaborate with internal stakeholders to ensure partners comply with applicable local and international regulatory standards.
• Perform other tasks that support team and business objectives.

Must-Have Qualifications

• Bachelor’s degree in Management, Finance, Business, or an equivalent field .
• At least 3 years of experience in customer service, account management, partner operations, or a related area.
• Proven experience in KYB onboarding, partner account management, or related operational workflows .
• Experience delivering client-focused solutions based on partner needs.
• Strong planning, analytical, and problem-solving skills.
• Demonstrated ownership, drive, and ability to execute in a fast-paced environment.
• Highly organized, trustworthy, and detail-oriented.
• Able to work independently with minimal supervision.
• Strong communication skills in English and Filipino .
• Able to guide associates and engage effectively with partners.

Good-to-Have

• Experience overseeing partner support and onboarding teams .
• Experience developing or improving SOPs, frameworks, and operational policies .
• Experience monitoring partner satisfaction, performance metrics, and churn indicators .
• Experience working with regulatory or compliance requirements relevant to partner operations.

Why Join Us

• Take ownership of a critical function spanning KYB onboarding, partner operations, and client experience .
• Lead teams and help shape the frameworks and processes that support growing partnerships.
• Work in a fast-paced environment where ownership, execution, and operational excellence matter.