Product Manager – Onboarding

Pepperstone

Product Manager responsible for optimizing customer onboarding experiences at a fintech company. Collaborating across teams to deliver scalable and compliant solutions for diverse regulatory environments.

Posted 5/21/2026full-timeSingapore • 🇸🇬 SingaporeMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Own the end‑to‑end onboarding experience from a product perspective, balancing conversion, customer trust, and regulatory obligations across varying market and operating contexts.
Work closely with Engineering, Compliance, Risk, Operations, and Customer Support to drive discovery, prioritisation, and delivery of scalable onboarding solutions that support consistent rollout across multiple regulatory environments.
Act as the subject-matter expert for onboarding performance and decision quality, using data, experimentation, and frontline insights to continuously optimise customer and operational outcomes.
Develop and execute streamlined onboarding and account management that drives higher conversion in line with strategic objectives.
Identify opportunities, ideate solutions, and lead discovery → design → delivery for new features and enhancements across onboarding and post onboarding account settings.
Prioritise product work using a balanced view of customer feedback, funnel analytics, commercial goals, risk and compliance requirements, and industry best practice.
Partner closely with Compliance, Risk, Operations, and Customer Support to design onboarding and manual review workflows that meet regulatory obligations and improve decision quality.
Collaborate with UX, Research, and Analytics to validate hypotheses through qualitative and quantitative research, usability testing, and experimentation.
Work closely with Engineering to translate complex problems into clear requirements, ship iteratively, and maintain high standards of quality, performance, and reliability.
Engage directly with customers and frontline teams to understand real‑world needs, pain points, and operational constraints, incorporating insights into product decisions.
Ensure onboarding and account management capabilities are designed to adapt efficiently to evolving regulatory requirements, market conditions, and operating models.
Monitor industry and regulatory developments relevant to digital assets and trading, partnering with Legal and Compliance to inform product direction and roadmap decisions.
Support post‑launch monitoring and performance analysis to ensure features deliver intended outcomes and meet compliance, customer, and operational expectations.
Communicate progress, insights, and trade‑offs clearly to stakeholders through structured updates, metrics, and documentation.
Participate in QA testing and post-launch monitoring to ensure product quality.

Requirements

What you’ll need

4+ years of experience in product management with a strong focus on customer onboarding, activation, or account lifecycle flows (e.g. signup → verification → approval → first deposit/trade)
Experience working in a regulated financial services environment (fintech, broker, payments, or digital assets), with demonstrated outcomes improving conversion, time‑to‑value, and drop‑off reduction.
Global onboarding experience across multiple jurisdictions, preferably two (or more) of: APAC, Latin America and EMEA.
Proven ability to analyse and optimise onboarding funnels end‑to‑end using data, customer insights, and experimentation to drive measurable uplift.
Platform and systems thinking — proven ability to design reusable, configurable onboarding infrastructure rather than bespoke per-market solutions.
Comfortable delivering onboarding improvements across multiple regulatory and market contexts, balancing customer experience with legal, compliance, and risk requirements (e.g. AML, sanctions screening, suitability, disclosures).
Strong domain knowledge of identity verification and KYC processes, including hands‑on experience integrating, tuning, or optimising IDV / eKYC providers (document verification, liveness, risk signals, exception handling).
Solid understanding of onboarding operations and manual review workflows, including queue management, SLAs, rework reduction, and designing product changes that improve straight‑through processing.
Excellent product judgement for onboarding UX, with the ability to reduce friction while maintaining trust, transparency, compliance, and appropriate risk controls (clear error states, guidance, retries, communications, recovery flows).
Strong stakeholder management and delivery skills, with the ability to work effectively with Engineering, Compliance/Legal, Risk, Operations, and Customer Support to ship improvements safely and iteratively.
Ability to work collaboratively with technical and non-technical stakeholders.
Good communication skills in English and Mandarin.
Committed to ongoing learning and development.
Good to have experience with post‑onboarding and account maturity features such as MFA enablement, authentication flows, security and profile settings, permissions, and account recovery.
Exposure to fraud prevention and account security domains, including step‑up verification, account takeover mitigation, device/IP risk signals, and suspicious activity controls.
Experience operating in fast‑moving regulatory environments and adapting product behaviour in response to regulatory change.
Strategic mindset with the ability to think across short‑, medium‑, and long‑term product outcomes while delivering incrementally.
Comfortable working in ambiguous, fast‑paced environments; hands‑on, pragmatic, and willing to dive into discovery, QA, and operational problem‑solving where needed.
Strong written and verbal communication skills, with the ability to explain trade‑offs and decisions clearly to both technical and non‑technical stakeholders.

Benefits

Comp & perks

Competitive salary structure including company bonus scheme
Genuinely collaborative and friendly culture
Flexible and hybrid working
Remote working option - work from anywhere for up to 4 weeks per year, in addition to hybrid working as standard
Ongoing personal development & learning opportunities
Paid parental leave
3 paid volunteering days per year & Workplace Giving Program
24/7 support when you need it most - an Employee Assistance Program
Frequent events and celebrations

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

product managementonboarding optimizationdata analysiscustomer insightsKYC processesIDV integrationonboarding UX designregulatory compliancefraud preventionaccount security

Soft Skills

stakeholder managementcommunicationcollaborationstrategic thinkingproblem-solvingadaptabilitydelivery skillscustomer focuscontinuous learningteamwork