Job Description
About the Role
Our Client Experience Team lives out our mission of accelerating the adoption of cryptocurrencies everyday, by providing amazing experiences to our clients. The Pro Client Onboarding Manager has overall responsibility for the strategy and execution of delivering outstanding service onboarding our corporate & high net worth clients. You will be responsible for establishing an amazing onboarding experience that results in Kraken Evangelists. To achieve this, you will navigate the regulatory & compliance landscape while leading the Pro Team in delivering exceptional service. You will play a critical role in advancing our mission through delivering a ‘6-Star’ client onboarding experience.
Responsibilities
- Establish an amazing onboarding experience that creates Kraken Evangelists
- Lead team of 60+ in delivering exceptional service onboarding our corporate & high-net-worth clients
- Drive strategic planning on team growth, organizational structure, focus areas, and quarterly goals to advance our client experience
- Develop and maintain policies and procedures that shape our onboarding support strategy
- Collaborate with compliance and product teams on complex, long-term projects that advance the onboarding experience
- Balance regulatory landscape and compliance requirements with the onboarding experience
- Collaborate with Kraken’s Compliance team to ensure procedures are up to date, negotiating where possible to ensure the client experience is prioritized while adhering to regulatory requirements
- Listen to Kraken Clients and drive data driven changes furthering the experience
- Establish key performance indicators; including client satisfaction & operating efficiency
Requirements
- You are passionate about cryptocurrencies and motivated to accelerate global crypto adoption
- You have 4+ years experience leading, managing, and running multiple teams and functions that care deeply about the experience of its clients
- You have 3+ years of experience in program or project management
- You have experience in high risk or exponential growth industries such as online gambling, gaming, cryptocurrencies, fin-tech or other rapid growth payments startups.
- You are able to manage a team of 50+ people and can prove it by having successfully managed similarly sized teams
- You are experienced in client onboarding and KYC/client due diligence processes
- You have broad understanding of Anti-Money Laundering and KYC procedures and regulatory requirements
- You have relevant experience in client success or account management
- You have experience providing analysis and strategic recommendations for driving business improvements
- You are a skilled writer and speaker with experience communicating to all levels of an organization, including executives
- You have a track record of building thriving teams and achieving amazing accomplishments
- You are extremely tech savvy
Kraken is changing the world. Join the revolution!
Our mission is to accelerate the adoption of cryptocurrency so that you and the rest of the world can achieve financial freedom and inclusion. Founded in 2011 and with over 4 million clients, Kraken is one of the world’s largest, most successful bitcoin exchanges and we’re growing faster than ever. Our range of successful products are playing an important role in the mainstream adoption of crypto assets. We attract people who constantly push themselves to think differently and chart exciting new paths in a rapidly growing industry. Kraken is a diverse group of dreamers and doers who see value in being radically transparent.
In less than a decade Kraken has risen to become one of the best and most respected crypto exchanges in the world. We are changing the way the world thinks about money and finance. The crypto industry is experiencing unprecedented growth and Kraken is leading the charge. We’ve grown from 70 Krakenites in January 2017 to over 1200 today and we have no intention of slowing down.