Lead, Institutional Onboarding

We’re Coinbase. We’re the world’s most trusted way to join the crypto revolution, serving more than 89 million accounts in more than 100 countries.

Our mission is to increase economic freedom around the world, and we couldn’t do this without hiring the best people. We’re a group of hard-working overachievers who are deeply focused on building the future of finance and Web 3.0 for our users across the globe, whether they’re trading, storing, staking or using crypto. Know those people who always lead the group project? That’s us.

Ready to #LiveCrypto? Who you are:

- You’ve got positive energy. You’re optimistic about the future and determined to get there.
- You’re never tired of learning. You want to be a pro in bleeding edge tech like DeFi, NFTs, DAOs, and Web 3.0.
- You appreciate direct communication. You’re both an active communicator and an eager listener - because let’s face it, you can’t have one without the other. You’re cool with candid feedback and see every setback as an opportunity to grow.
- You can pivot on the fly. Crypto is constantly evolving, so our priorities do, too. What you worked on last month may not be what you work on today, and that excites you. You’re not looking for a boring job.
- You have a “can do” attitude. Our teams create high-quality work on quick timelines. Owning a problem doesn’t scare you, but rather empowers you to take 100% responsibility for achieving our mission.
- You want to be part of a winning team. We’re stronger together, and you’re a person who embraces being pushed out of your comfort zone.

As the Team Lead for Institutional Onboarding, you will lead the team responsible for the customer due diligence processes for our Institutional and Corporate client base. With the combination of in-depth AML/KYC expertise, and a strong operational skill set, you will play a major role in crafting our strategy for providing a premier onboarding experience at scale. You will help us effectively hire, manage and develop a high performing team that provides a high touch onboarding experience for our most important institutional customers.

What you’ll be doing (ie. job duties):

- SME for institutional onboarding and Coinbase institutional products
- Client centric
- Actively identify and action improvements for clients
- Operations oversight
- Overseeing queue strategy to manage incoming case volume
- Manage SLAs
- Plan & execute backlog strategy
- Ensure tasks covered by team through rotations schedule
- Identify and action process improvements for the team
- Metrics Ownership
- Update/create reports & dashboards in Salesforce
- Familiarity with Looker reporting
- Cross-functional Collaboration
- Build cross functional relationships with key stakeholders
- Hold weekly or bi-weekly meeting among team leads to minimize gaps across teams/locations
- Workflows, flag prioritization, escalations, better routing, missing workflows etc.
- Leadership
- General coverage for team when Manager is OOO
- Coaching team to understand the workflows and CX journey
- Project management
- Overseeing Jira board
- Familiarity with how to use Jira for project management; coaching the team in project management
- Oversee SCM
- User acceptance testing (UAT) for new and existing product capability
- BPO Support operations
- Attend BPO WBR and Process meetings
- Responsible for BPO queue strategy
- Contribute to achieving team OKRs
- Support management in strategizing and operationalising processes to achieve team OKRs

What we look for in you (ie. job requirements):

- Motivated by Coinbase’s mission and creating a seamless, scalable white-glove support experience for our global customer base
- Minimum of 2 years of relevant experience in financial services
- Deep expertise in KYC/AML processes and requirements for institutional customers.
- Experience serving institutional clients in a traditional brokerage, asset management, or trading context; or experience serving crypto-first investors.
- Excellent track record of growing and leading deeply engaged, impactful teams.
- Work within defined shift hours and participate in a weekend or on-call rotation (depending on business need)
- Proficient in English

Nice to haves:

- Advanced understanding of Google apps, JIRA, Salesforce Service Cloud

ID: P37655

**Please note that for employees based in the US, Philippines, Canada or Singapore, if your role requires you to be present in a Coinbase office or if you choose to be physically present in a Coinbase office or sponsored location, participate in any in-person gathering (including offsites) or engage in business travel sponsored by Coinbase, you will be required to be fully vaccinated (as defined by applicable law). If you receive an offer, you will receive additional information about the grounds and process for an exemption.**:
**Commitment to Equal Opportunity**:
Coinbase is committed to diversity in its workforce and is proud to be an Equal Opport