Onboarding Operation, Lead

Reap • Full Time • Quarry Bay, Hong Kong, HK • 1w ago

About Reap

Reap is a leading fintech company at the forefront of blending traditional and digital finance. Founded in 2018, Reap is headquartered in Hong Kong with an office in Singapore and Mexico, and operates globally across four continents. Our team of over 200 professionals spans eight countries, serving 22,000 businesses internationally.

We continue to innovate, advancing technology and building better tools for businesses to level the playing field, giving every business the access of a large enterprise.

Our mission is to build a frictionless global financial ecosystem enabled by stablecoins that gives access to everyone to participate in the global economy through technology.

We win by harnessing the talents of our diverse team globally and embracing a Silicon Valley culture with a "win together" collaborative mindset.

As we expand across LATAM, Business Operations is the engine that turns growth into structured, scalable execution.

Operations at Reap

At Reap, Operations is more than a function — it's what makes scale possible. We build the foundation for our products: an intelligent, automated framework that delivers seamless customer experiences. Our mission is to turn complexity into competitive advantage. We treat manual tasks as bugs to be fixed and operate as the critical link between innovative products and real-world delivery.

We're looking for architects, not just operators. If building elegant solutions for complex problems energizes you, and you want to shape the operational backbone for global finance, this is your team.

The Role

Location: Hong Kong / Singapore Team: Operations Working model: Hybrid

About The Role

We are building a dedicated Onboarding team to own KYB/AML onboarding for our Direct and FaaS products. This team will sit separately from Financial Crime Operations’ ongoing monitoring scope so that onboarding capacity is protected and focused on bringing clients through the door efficiently and compliantly.

This role is for an Onboarding Lead — an experienced individual contributor who can execute, think strategically, manage stakeholders well, and help shape the future onboarding operating model.
This is not a traditional people-manager role on day one. We are looking for someone who can do the groundwork, own outcomes, and help establish the team’s standards, processes, and operating rhythm as the function scales.

What You’ll Do

Own KYB/AML onboarding across the client onboarding journey for our Direct and FaaS products.
Review and progress onboarding applications end to end, with a strong focus on execution quality and turnaround time.
Build dedicated onboarding capacity to ensure so ongoing FCO work does not affect onboarding throughput.
Partner closely with Sales, Customer Growth, Implementation, Operations, ComplianceFCO, and cross-functional stakeholders to move clients through onboarding effectively.
Handle escalations and edge cases with sound judgment.
Help define and improve onboarding processes, system logic, and workflow quality together with the Senior Business AnalystBA.
Contribute to establishing onboarding QA practices, SLA ownership, and scalable operating standards.
Support knowledge transfer and operational transition as onboarding is carved out from FCO.

What This Role Is Not

Not an Account Management role — there is no upsell, cross-sell, or QBR ownership in this role.
Not an traditional compliance ongoing monitoring role — there is no ongoing monitoring ,FCO will retain TM, EDD, regulatory reporting, auditor liaison, and Visa scheme compliance., and ad hoc remediation.
Not a title-first people manager role — this is a lead/operator role first, with team leadership potential over time.

What We’re Looking For

Strong experience in onboarding, KYB/AML operations, or closely related operational/compliance workflows.
Commercially and growth-oriented mindset, not just a pure compliance executor.
Strong stakeholder management and communication skills; able to work effectively with Sales, Customer Growth, and OperationsFCO counterparts.
Able to manage up, think strategically, and own outcomes rather than simply follow instructions.
Comfortable operating in ambiguity and improving processes where requirements are still evolving.
Strong critical thinking, proactiveness, problem solving, and pattern recognition.

Preferred Background

Experience that combines KYB/AML knowledge with commercial awareness.
Account management exposure can be helpful, but this is not a sales role.
Candidates with only KYC exposure and limited KYB depth may have a steeper ramp.

Success in the first 3 months

Build strong understanding of Direct and FaaS products.
Clear onboarding backlog, especially for Direct, and bring work fully within SLA.
Co-own at least one onboarding process improvement initiative with the Senior BA, including system logic refinement.

How Success Will Be Measured

Application received-to-decision time.
KYB approval rate.
Case reopen / false positive rate.
Escalation rate.
RFI rate and case close time.
Progress toward QA processes and a product-agnostic SLA framework.

Strong signals

Someone who asks why, not just how.
Someone who can spot patterns, challenge legacy ways of working, and suggest better process design.
Someone who can balance operational execution with strategic ownership.

Red flags

Follows instructions blindly without understanding context.
Low ambiguity tolerance.
Weak pattern recognition or limited curiosity about root causes.

Benefits You'll Enjoy

A vibrant, inclusive and international work culture
Generous 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, as well as option to work in-person at a prime office location overseeing the Castillo de Chapultepec
Home office equipment budget
Your own Corporate Reap Card — no more out-of-pocket spending
Additional benefits that keep growing over time

After submitting your application, please check your inbox for a confirmation email. If you don't see it, kindly check your spam or junk folder and adjust your settings to ensure future communication reaches your inbox.

About Reap

Reap is a leading global payment technology provider that enables financial connectivity and access for businesses worldwide. By merging traditional finance with digital assets, bridging disparate economies, and connecting key financial players, we are transforming the financial landscape into a more interconnected and interoperable space for efficient money movement.

With stablecoin-enabled corporate cards, payout solutions, and expense management tools, we streamline financial operations and empower businesses to scale. Our APIs enable businesses to embed finance into their own products and services, from issuing Visa cards to facilitating cross-border payments.

Reap is supported by a strong network of investors, including Acorn Pacific Ventures, Arcadia Funds, HashKey Capital, Hustle Fund, Fresco Capital, Abacus Ventures, and Payment Asia.

Reap

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