Client Onboarding Manager

Hex Trust, established in 2018, offers fully regulated institutional digital asset Custody, Staking, and Markets services to builders, investors, and service providers. Drawing on the expertise of veteran banking technologists and award-winning financial services leaders, Hex Trust continues to innovate with its proprietary bank-grade platform, providing secure, and integrated solutions. Hex Trust has grown its global presence, with offices in Hong Kong, Singapore, Dubai, Italy, and Vietnam.

Position Summary

We are looking for a highly skilled and experienced Client Onboarding Manager to join our Client Management team at Hex Trust. The Client Onboarding Manager will serve as the primary liaison between clients and internal stakeholders for new business onboardings and existing client reviews. Responsible for leading the onboarding team, this role involves identifying KYC requirements, validating documents, and overseeing the end-to-end process in collaboration with Compliance, Legal, Operations, and Finance teams. The ideal candidate will enhance the onboarding experience and will report to the Head of Client Management, overseeing onboarding metrics globally.

This role demands a deep understanding of KYC regulations within the financial services and crypto industry. The successful candidate should be detail-oriented, capable of multitasking, and possess excellent communication skills.

Duties & Responsibilities

• Lead the client onboarding process and monitor onboarding performance using metrics such as onboarding speed, rejection rate, etc.
• Enhance overall client onboarding experience by identifying potential blockers ahead of time, analyzing client feedback, and driving process improvements
• Take lead in identifying gaps in policies and processes, and prepare defined action plans for necessary improvements
• Serve as the main point of contact for clients by addressing and resolving their onboarding/KYC issues in line with our internal policies, regulatory requirements, and market practice
• Demonstrate strong advocacy and negotiation skills to push back internally when necessary to uphold a positive client experience while ensuring compliance with regulations and company policies
• Lead regular meetings with the Sales team to review onboarding progress and discuss any blocking points
• Act as the first line of defence in AML/CFT processes, ensuring adherence to regulatory standards and internal policies. Monitor client activities to detect and report suspicious behavior
• Responsible to perform initial client due diligence based on established procedures prior to the Compliance team’s final review
• Stay informed about relevant regulatory developments in crypto space and industry best practices to ensure ongoing compliance