Onboarding Manager

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About the role

BitGo (NYSE: BTGO) is the digital asset infrastructure company delivering custody, wallets, staking, trading, financing, stablecoins, and settlement services from regulated cold storage. Since 2013, BitGo has focused on accelerating the transition of the financial system to a digital asset economy. BitGo maintains a global presence and multiple regulated entities, including BitGo Bank & Trust, National Association, the first federally chartered digital asset trust bank owned by a publicly traded company. Today, BitGo serves thousands of institutions, including many of the industry's top brands, financial institutions, exchanges, and platforms, and millions of investors worldwide. For more information, visit www.bitgo.com . We are seeking an experienced, hands-on Onboarding Manager to own and drive BitGo’s client onboarding function for our MAS-regulated Singapore entity. Reporting to BitGo’s APAC Managing Director, this role will own the end-end client lifecycle; including client onboarding, ongoing due diligence, periodic reviews and off-boarding. This is a player/coach role where you will manage and mentor an Onboarding Associate while remaining deeply hands-on in day-to-day execution. You will own and manage onboarding cases directly, and help establish strong operating standards across the function. You will have the opportunity to shape BitGo Singapore’s onboarding operating model as the business continues to scale. The ideal candidate combines strong KYC/KYB expertise and a solid understanding of MAS regulatory requirements paired with commercial and operational judgement. You are resourceful, pragmatic, and creative in solving problems, comfortable owning complex cases end to end, and able to find practical ways forward when the path is not always clear. You partner effectively with cross-functional stakeholders, challenge inefficient ways of working, and thrive in a fast-moving environment. Responsibilities Client Onboarding and Offboarding • Review and progress onboarding applications end to end, ensuring high execution quality, robust documentation and timely completion • Manage onboarding queues and priorities to maintain strong throughput and adherence to service level expectations • Identify information gaps and manage requests for information efficiently to minimize unnecessary client friction • Partner closely with Compliance on cases requiring additional review or escalation • Own client offboarding end to end, including sanctions and risk driven terminations, dormant and inactive account closures, and coordination of account wind-down with Operations and Compliance • Draft and manage client-facing exit communications, ensuring exits are executed cleanly, defensibly, and with appropriate documentation and record retention Stakeholder Management • Partner closely with Sales, Customer Success, Solutions Engineering, Operations, Compliance, and other cross-functional stakeholders to move clients through onboarding effectively • Communicate onboarding requirements and blockers clearly to internal stakeholders and help drive cases toward resolution • Balance regulatory and risk requirements with commercial priorities and client experience Operational Excellence, Controls and Assurance • Define and continuously improve onboarding processes, workflows, controls, and operating standards • Partner with Product, Engineering, Data Science and Analytics, Compliance, and Operations teams to improve onboarding systems and workflow logic • Contribute to the development of onboarding quality assurance practices and scalable service level frameworks • Define, track, and report onboarding metrics including turnaround time and backlog aging and use them to drive improvements in efficiency and quality • Support ex

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