The Role
The Process Improvement Manager will oversee KYC and KYB improvements, ensuring regulatory compliance, analyzing processes, and driving initiatives alongside multiple teams.
Summary Generated by Built In
About the Role
They say no man is an island, and this notion holds particularly true for this role. As our KYC Project Manager, you’ll be an instrumental cog in the verification 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 with regulation. You will be in the driver's seat to translate company goals into initiatives with tangible results by doing cost and benefit analysis.
What you will do
- Closely liaise with the Operations team to address pain points and issues in the ops process or issues that might trigger customer complaints, and come up with solutions to address the issue oversee the implementation, and measure 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
What you will need
- 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 Team player (adaptable, communicative, strategic, collaborative)
- Analytical mindset (able to understand the context, find the correlation between topics, and draw the conclusion)
- Problem-solving (able to link the information to solve the problem)
- 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
About the team
Our KYC team, a subsidiary of the Payment Platform Team, consists of a whole village to create a proper KYC and KYB process from Data Science, Engineers, Products, etc based in Jakarta. Working alongside the Legal, and Compliance Team, we are predominantly concerned with adhering to the robust EDD and CDD while maintaining good service and SLA to our customers.
About GoTo Group
GoTo is the largest digital ecosystem in Indonesia. GoTo's mission is to 'empower progress' by offering technology infrastructure and solutions that help everyone to access and thrive in the digital economy.
The GoTo ecosystem provides a wide range of services, including mobility, delivery, payments, financial services, and technology solutions for merchants. The ecosystem also provides e-commerce services through Tokopedia and banking services through its partnership with Bank Jago.
About Gojek
Gojek is Southeast Asia’s leading on-demand platform and pioneer of the multi-service ecosystem with over 2.5 million driver partners across the regions offering a wide range of services such as transportation, food delivery, logistics and more. With its mission to create impact at scale, Gojek is committed to resolving consumer problems and raising standards of living by connecting consumers to the best providers of goods and services in the market.
About GoTo Financial
GoTo Financial accelerates financial inclusion through its leading financial services and merchants solutions. Its consumer services include GoPay and GoPayLater and serve businesses of all sizes through Midtrans, Moka, GoBiz Plus, GoBiz, and Selly. With its trusted and inclusive ecosystem of products, GoTo Financial is open to new growth opportunities and aims to empower everyone to Make It Happen, Make It Together, Make It Last.
GoTo and its business units, including Gojek and GoToFinancial ("GoTo") only post job opportunities on our official channels on our respective company websites and on LinkedIn. GoTo is not liable for any job postings or job offers that did not originate from us. You should conduct your own due diligence to prevent being victims of any fake job scams, if they did not originate from GoTo's official recruitment channels.
#LI-ONSITE
Skills Required
- 5 years of experience as a Project Manager
- Bachelor's or Master's Degree in Business, Management, Computer Science, etc.
- PMP or PMI certification
- Experience in a financial institution
- Experience in creating BRD
GoTo Group Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about GoTo Group and has not been reviewed or approved by GoTo Group.
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Fair & Transparent Compensation — Pay is considered competitive to above market for many corporate roles across core entities such as Gojek, Tokopedia, and GoTo Financial. Base pay is often characterized as solid or above market in Indonesia tech roles.
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Healthcare Strength — Medical coverage is characterized as strong in Indonesia and often extends to spouses and children. Company materials also highlight wellness support, parental insurance, and mental‑health counseling for employees and families.
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Leave & Time Off Breadth — Leave programs are described as generous, including maternity, paternity, and other special leave types at Tokopedia. Broader time‑off and flexibility practices are portrayed as supportive across corporate roles.
GoTo Group Insights
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The Company
What We Do
GoTo is the largest technology group in Indonesia, combining on-demand, e-commerce and financial services through the Gojek, Tokopedia and GoTo Financial brands. It is the first platform in Southeast Asia to host these three essential use cases in one ecosystem, capturing a majority of Indonesian consumer household expenditure. GoTo’s mission is to “Empower Progress” by offering an unparalleled selection of goods and services through a comprehensive merchant and partner network and promoting financial inclusion through its leading payments and financial services business.
