GoTo Financial - Operations Senior Manager - Digital Identity

Location: Daerah Khusus Ibukota Jakarta
GoTo Financial - Operations Senior Manager - Digital Identity

Join to apply for the GoTo Financial - Operations Senior Manager - Digital Identity role at GoTo Group

GoTo Financial - Operations Senior Manager - Digital Identity

Join to apply for the GoTo Financial - Operations Senior Manager - Digital Identity role at GoTo Group

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About

The Role

They say no man is an island, and this notion holds particularly true for this role. As our Strategic Project Lead,, you’ll be an instrumental cog in the verifications wheel of GoJek that directly impacts the company’s ability to ensure its adherence to implementing a robust Enhanced Due Diligence (EDD) and Customer Due Diligence (CDD) in compliance to regulation. You will be in the driver seat to translate company goals into initiatives with tangible result by doing cost and benefit analysis.

About

The Role

They say no man is an island, and this notion holds particularly true for this role. As our Strategic Project Lead,, you’ll be an instrumental cog in the verifications wheel of GoJek that directly impacts the company’s ability to ensure its adherence to implementing a robust Enhanced Due Diligence (EDD) and Customer Due Diligence (CDD) in compliance to regulation. You will be in the driver seat to translate company goals into initiatives with tangible result by doing cost and benefit analysis.

Key Responsibilities

• Manage operations for GTF Digital Identity, including productivity, capacity planning, daily monitoring, staffing, and work environment to meet KPIs (Lean, SLA, Accuracy).
• Oversee vendor management (MP & BPO), develop vendor scorecards, conduct regular performance reviews, and recommend replacements if needed.
• Lead complaint handling improvements for KYC/KYB (new & existing users) with focus on journey friction and cost optimization; conduct ongoing cost-benefit analysis to support lean ops at scale.
• Identify risks in lifecycle management and recommend strategies to mitigate them while improving efficiency and reducing account opening lead times.
• Develop and implement AML-related frameworks, policies, and procedures aligned with regulatory requirements, ensuring preventive/detective KYC controls in partnership with risk & fraud teams.
• Manage relationships and communication with stakeholders across Business, AML, Compliance, Risk, Product teams (internal & external).
• Act as PIC for audits (internal & regulatory) and budget for Digital Identity Ops.

Key Requirements

• A relevant Bachelor or Master Degree from reputable University
• Should have at least 8 years of experience in a financial institution or start up and have a background in leading a big team from various seniority level.
• Strong sense of operational risk and regulatory risk
• Team player (adaptable, communicative, strategic, collaborative)
• Analytical mindset (able to understand the context, find the correlation between topic, and draw the conclusion)
• Problem-solving (able to link the information to solve the problem)
• Able to work in a fast paced environment where several processes are still in the process of building.

About The Team

Our Digital Identity team consists of a whole village to create the best in class Digital Identity process, based in Jakarta. Determined to be the best Digital Identity vendor, we are predominantly concerned with adhering to the robust EDD and CDD while maintaining good service and SLA to our customers. We are a tight-knit group made up of free thinkers, Marvel fans, sports enthusiasts, and wannabe bakers.

We work hard and play hard, and believe it or not, we actually enjoy each other’s company!

About GoTo Group

GoTo Group is the largest digital ecosystem in Indonesia with its mission to “Empower Progress’ by offering technological infrastructure and solutions for everyone to access and thrive in the digital economy. The GoTo ecosystem consists of on-demand transportation services, food and grocery delivery, logistics and fulfillment, as well as financial and payment services through the Gojek and GoTo Financial platforms.

It is the first platform in Southeast Asia that hosts these crucial cases in a single…