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Process Improvement Manager

GoTo· GoTo Group - KYC Team
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Hybrid (Jakarta)PermanentPosted 10mo ago

About the role

KYC Project Manager responsible for driving Enhanced Due Diligence (EDD) and Customer Due Diligence (CDD) processes, coordinating across Operations, Product, Compliance, Fraud, and Legal to optimize KYC/KYB workflows, conduct cost-benefit analyses, and ensure regulatory compliance.

Responsibilities

  • Closely liaise with the Operations team to address pain points and issues in the ops process or issues that might trigger customer complaints, overseeing the implementation, and measuring the result
  • Together with the Product & Compliance team, refine all the existing processes to achieve company goals and ensure that user journey complies with country regulations at all times
  • Initiate a process review and benchmark to come up with solutions on how best to create a seamless KYC and KYB process to onboard “good users”
  • Continuous cost and benefit analysis on the whole KYC and KYB process from Ops and Business perspective including but not limited to when leading projects or in day-to-day BAU
  • Work closely with the Fraud team to identify trends of fraud patterns during KYC and KYB submission, figure out solutions to address the issue, and collaborate with the product team in delivering the solution from testing to production deployment, from UAT to sanity testing
  • Work closely with the Product team to do a continuous review and refine the User Interface and User Experience flow throughout the whole KYC and KYB process
  • Drive all the initiatives and discussions related to KYC and KYB process including but not limited to, new projects, impact, issues, and target by closely collaborating with internal and external counterpart
  • Lead the initiative for complaint handling related to KYC and KYB process not only related to newly implemented process but also to address issues that might happen from incorrect ops process

Qualifications

  • A relevant Bachelor's or Master Degree such as Business Administration, Management, Computer Science, etc., and PMP or PMI certification is a plus
  • At least 5 years of experience as a Project Manager and have a background in leading big-scale, multiple projects and process improvement with tangible result
  • Having a working experience in a financial institution is a plus
  • Strong sense of operational risk and regulatory risk
  • Analytical mindset
  • Problem-solving
  • Experience in creating BRD with the minimum point of the problem statement, the solution to implement, cost and benefit analysis, and impact analysis
  • Proficiency in English both active and passive is a must

Skills

Required:Project ManagementCost-Benefit AnalysisRegulatory Compliance
Last updated Oct 21, 2026. Interested? Apply on the company site.
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About GoTo

Go Together, Go Far

Kami adalah perusahaan teknologi nomor 1 di Indonesia. GoTo berdedikasi untuk menciptakan dampak sosial berskala besar di manapun kami beroperasi.

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