Head of Onboarding Operations

2 days ago

Riga, Rīga, Latvia Evotym Full time €40,000 - €80,000 per year
About the Client

Our client is a fast-growing fintech company providing international payment solutions. With a distributed team and ambitious growth plans, they are focused on building a centralized onboarding function that ensures operational efficiency, smooth client journeys, and compliance. To support this, they are hiring a Head of Onboarding Operations to partner closely with the COO and lead the end-to-end client onboarding experience.

Role Overview

As Head of Onboarding Operations, you will take ownership of all client onboarding processes, ensuring scalability, compliance, and seamless integration across sales, compliance, and customer success. This is a strategic operator role, responsible for designing and optimizing processes, removing bottlenecks, and ensuring a consistent, high-quality client experience from initial engagement to live account activation.

Key Responsibilities

  • Lead and scale the Onboarding Operations function.

  • Consolidate onboarding touchpoints across sales, compliance, KYC/KYB, and customer success.

  • Define the "target state" of onboarding with SLAs, KPIs, and clear ownership.

  • Reduce client onboarding cycle times while ensuring compliance and quality.

  • Identify gaps in due diligence, integration, and internal processes and implement improvements.

  • Collaborate with Product, Risk, and Customer Success to improve approval ratios and reduce errors.

  • Establish monitoring, reporting, and metrics for onboarding efficiency and compliance adherence.

  • Map existing processes, eliminate inefficiencies, and automate manual tasks wherever possible.

  • Build an end-to-end pipeline linking CRM, Risk & Compliance, and CS systems.

  • Ensure transparency and accountability across all onboarding operations.

Requirements

  • 5+ years in operations or onboarding management, ideally in fintech or payments.

  • Proven experience building or restructuring onboarding processes in a complex environment.

  • Strong understanding of customer onboarding, compliance, and KYC/KYB requirements.

  • Experience designing scalable workflows and improving operational efficiency.

  • Analytical mindset with focus on KPIs, SLAs, and measurable outcomes.

  • Hands-on execution skills while able to lead and develop teams.

  • Service-oriented with a focus on client experience and operational excellence.

Key Soft Skills

  • Strategic thinking with operational execution capability.

  • Strong leadership and ability to unify cross-functional teams.

  • Problem-solving and adaptability in fast-moving environments.

  • Excellent communication and stakeholder management.

  • Analytical mindset with data-driven decision-making.

Benefits

  • Competitive compensation with growth opportunities.

  • Strategic leadership role with direct impact on the client journey.

  • Remote-friendly setup with international team collaboration.

  • Opportunity to build and own a core onboarding function.

  • Dynamic fintech environment with ambitious expansion plans.

Hiring Process

  1. Introductory call with recruiter

  2. Interview with COO

  3. Final round with leadership team

Apply now and become the architect of scalable onboarding operations

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