Gainsight Operations Analyst managing Gainsight platform and integrating data insights for optimal customer success. Driving digital engagement strategies and overseeing automated workflows for customer journeys.
About the role
- Manager of Operations overseeing client onboarding processes, regulatory compliance, and cross-functional collaboration in Malaysia. Enhancing operational efficiency and ensuring client satisfaction through continuous improvement efforts.
Responsibilities
- Lead the full cycle of client onboarding, from initial contact to successful implementation and integration of services.
- Develop and tailor onboarding processes and plans for individual clients, considering their unique needs, risk profiles, and business goals.
- Manage the timeline and ensure all onboarding tasks are completed on time, including setting up client accounts, completing necessary documentation, performing KYC (Know Your Customer) checks, and managing the technical integration with the company's systems.
- Ensure all client onboarding processes adhere to relevant financial regulations (e.g., KYC, AML, FATCA), data privacy laws (GDPR, CCPA), and industry standards.
- Conduct thorough compliance checks, including document verification, risk assessment, and security screening.
- Prepare and maintain all onboarding documentation for auditing purposes.
- Work closely with sales, product, legal, compliance, and IT teams to ensure the smooth transition from the sales process to onboarding.
- Serve as the main point of contact for clients during onboarding, providing them with clear instructions and guidance.
- Collaborate with client-facing teams (e.g., account managers) to align on client goals, expectations, and key performance indicators (KPIs).
- Continuously analyze and improve onboarding workflows to enhance operational efficiency and reduce client onboarding time.
- Track key metrics such as onboarding cycle time, client satisfaction, and compliance accuracy.
- Provide training and guidance to the operations team to enhance their understanding of transaction monitoring techniques and regulatory compliance.
- Oversee and optimize the use of onboarding software and tools, ensuring they are up to date and aligned with the company’s needs.
- Ensure clients are satisfied with the onboarding process and their overall experience with the company.
- Act as an escalation point, working to resolve issues quickly and maintain a positive client relationship.
Requirements
- Bachelor’s degree in business, finance, or a related field.
- Prior experience in client onboarding inclusive of reviewing KYC packs, preferably in the payment or financial services industry.
- Strong understanding of regulatory requirements (e.g., KYC, AML, GDPR) within the financial services sector.
- Ability to work in night shift (4PM to 1AM), and flexible scheduling.
- Ability to collaborate effectively across departments.
- Strong knowledge of payment industry regulations and compliance requirements.
- Familiar with international corporate structures and workflow.
- Excellent interpersonal and communication skills.
- Strong verbal and written communication in English.
- Ability to communicate in Chinese including Mandarin is preferable.
- Detail-oriented with the ability to manage multiple tasks simultaneously.
- Proficiency in using onboarding and customer relationship management (CRM) software.
- Problem-solving abilities and a customer-centric approach.
- Adaptable and able to work effectively in a fast-paced environment.
Benefits
- Education assistance
- Professional development opportunities
- Flexible working hours
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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