About Us
M-DAQ is a Singapore-headquartered financial technology company that empowers businesses and individuals in cross-border transactions by harnessing data to provide foreign exchange clarity and certainty.
Founded in 2010 with the belief that resources may be limited but aspirations are not, M-DAQ's vision is to create a World without Currency Borders™ for all to participate and thrive in the global economy.
We serve global e-commerce marketplaces, securities exchanges, financial technology companies, and corporates across 45 markets. M-DAQ Group processes S$14bn cross-border transactions annually and turned net profitable in 2018 for its core Aladdin+ business. We have offices across Singapore, Indonesia, China, Hong Kong, Japan, Korea, and the United Kingdom, and we are backed by international institutions such as Affinity Equity Partners, Ant Group, EDBI, NTT Communications, and Samsung.
As Manager, Client Experience, you will be responsible for overseeing all aspects of client onboarding at M-DAQ. This includes engaging with the client and coordinating with internal stakeholders (e.g. Operations, Markets, Product, Compliance and Legal) on the successful onboarding of the client across Know Your Customer (KYC), Compliance, Legal, and Technical Integration.
Your main objective will be ensuring a seamless and exceptional experience for our clients from the moment they become keen to sign up for our M-DAQ’s financial services and products. This role requires strong customer-centric mentality to deliver a satisfactory experience to clients, and stakeholder management skills to consult with relevant subject-matter experts to collectively identify and deliberate on customer-related requirements.
You will be reporting to the Head of Client Experience.
Responsibilities:
- Identify and monitor KPIs to gauge efficiency of onboarding and client satisfaction.
- Implement best practices to streamline onboarding procedures and maintain high client satisfaction.
- Own the end-to-end process of onboarding a client, starting from the point where client agrees to M-DAQ’s proposed solution and the commercials proposed by Sales team. This would include:
- Liaising with clients to provide required documents for KYC and work with Compliance to ensure proper documentation.
- Collaborate with the Legal, Markets and Product teams to ensure all relevant stakeholder input is reflected in existing agreement templates and related documents in time for client onboarding.
- Evaluate and assess the client requests for changes to the agreements templates and work with Legal, Markets and Product to balance the trade-offs between client satisfaction and inherent FX markets, product and legal limitations.
- Providing the technical integration documentation (e.g. API documents) and understand customer requirements.
- Coordinate technical onboarding, including managing the integration of client systems and applications, and overseeing UAT and test trades.
- Engaging with Product to understand timeline for enhancements, communicate to client and manage client expectations.
- Engaging with Markets and Settlement & Operations to ensure that client settlement requirements can be met.
- Serve as the primary point of contact for key clients during the onboarding process, addressing any concerns and ensuring a positive experience. Collaborate with account managers and sales teams to ensure a seamless transition from onboarding to ongoing client relationships.
- Identify and resolve issues or bottlenecks that may impede client onboarding, escalating to senior management when necessary.
- Handle any technical aspects of post-sales account servicing.
Requirements:
- Bachelor’s degree in a relevant field (e.g., business, engineering, or related disciplines).
- 4 to 6 years’ experience in client onboarding or related roles.
- Strong familiarity with KYC, compliance, legal, and technical integration processes for financial products (e.g., AML, PSA etc.).
- Experience in contract negotiation/incorporating edits to existing legal agreement templates with clients
- Excellent oral and written communication and interpersonal skills to effectively collaborate with internal teams, clients, and regulatory bodies.
- Exceptional organizational skills and ability to handle multiple priorities in a fast-paced environment.
- Attention to detail, analytical mindset, and problem-solving capabilities.
Why Us?
- Have a positive impact to the world’s economy by creating a World without Currency Borders™
- Team Innovation Mindset, People-Oriented
- Challenging environment, offering great opportunities to learn and grow
- Creative and Innovative Workplace
