Partner Solutions Manager

Partner Solutions Manager Taguig City, Metro Manila, Philippines Customer Experience – Partner Support / Full-time Employee / Hybrid

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Coins is the most established crypto brand in The Philippines and has gained the trust of more than 18 million users. Through the easy-to-use mobile app, users can buy and sell a variety of different cryptocurrencies and access a wide range of financial services.

Coins is fully regulated by the Bangko Sentral ng Pilipinas (BSP) and is the first ever crypto-based company in Asia to hold both Virtual Currency and Electronic Money Issuer licenses from a central bank.

About the Role: As the Partner Solutions Manager, you will oversee and drive the end-to-end onboarding process for all business partners and clients, with a strong focus on Know Your Business (KYB) and Know Your Customer (KYC) compliance. You’ll manage a team of specialists and work cross-functionally to ensure our onboarding operations meet both internal standards and regulatory requirements, while also delivering a smooth and positive experience to our partners. This role combines leadership, operational oversight, partner relationship management, and cross-functional coordination. Key Responsibilities: KYB/KYC Oversight Lead and continuously optimize the full KYB lifecycle for new business partners, ensuring proper documentation, verification, and regulatory compliance. Manage the KYC process for individual clients and ensure proper screening, documentation review, and risk assessment. Escalate high-risk or suspicious cases to Compliance or senior leadership for further review and decision-making. Stay up to date on regulatory requirements and market practices related to KYB/KYC and integrate them into processes.

Partner Support & Cross-Functional Collaboration Serve as the primary point of contact for partner-related onboarding concerns and ensure all issues are resolved in a timely, high-quality, and empathetic manner. Act as a liaison between partners and internal teams (Business Development, Product, Technical, Legal, and others) to resolve escalated or complex concerns that go beyond the scope of the frontline team. Work closely with the Compliance department to ensure a seamless onboarding experience from initial application through full activation.

Process Improvement & Strategy Identify inefficiencies, bottlenecks, and friction points in the onboarding journey, and implement continuous improvements. Standardize processes and documentation to ensure consistency, transparency, and regulatory compliance. Lead initiatives that integrate feedback from partners and internal teams into improved onboarding strategies and support models.

Operational Leadership & Team Management Oversee the day-to-day operations of the onboarding team. Monitor team activities to ensure service level agreements (SLAs) are met or exceeded, with a focus on speed, accuracy, and partner satisfaction. Manage, lead, coach, and develop onboarding associates/specialists to improve individual performance and reach collective team goals. Conduct regular 1:1 sessions to understand each team member’s motivations, challenges, and development areas. Plan and strategize to meet or exceed team targets; track and report on key performance indicators (KPIs), productivity, and quality metrics. Perform other duties or ad hoc tasks as assigned by the immediate supervisor that may impact business operations or company goals. Qualifications: Bachelor’s degree in Business, Compliance, Legal, Operations, or a related field. 3-5 years of experience in KYB/KYC, partner onboarding, compliance operations, or a similar customer-facing leadership role. Proven track record of managing teams, overseeing operational processes, and delivering results in fast-paced environments. Strong understanding of regulatory compliance requirements (e.g., AML, CDD, KYB/KYC frameworks). Excellent communication and interpersonal skills, with a partner-first mindset and the ability to manage escalations. Analytical and data-driven, with experience reporting on KPIs and identifying actionable insights. Join the Coins Team Now!

Meaningful Collaborations - The successful candidate will work cross-functionally with other relevant teams to carry out implementations that will improve and create an impact on customer experience.

Scalable Growth - Be part of a fast-growing organization with the vision to expand its territories outside APAC which will provide opportunities for career advancement.

A Space For Bright Ideas - Let your bright ideas be converted into meaningful changes! Coins culture welcomes new ideas backed up by data to create an impact.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. apply for this job

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