Product Manager, Onboarding

Introduction 

The Pepperstone story started in 2010. We know what it’s like to trade the world’s markets. Our team describes us as a place for the curious and the driven, and we like to do things a little differently; as a transformative global fintech we’re digital, nimble, connected, and united in our vision to create a better way to trade. 
 
We thrive on progress – for our clients and for ourselves. Our organisational culture is ever-evolving, vibrant, diverse, global and results focused. 
 
You’ll find our 700+ team currently across 12 locations and 9 time zones. 

The Role

We're looking for an experienced Product Manager, Onboarding to own the end‑to‑end onboarding experience from a product perspective, balancing conversion, customer trust, and regulatory obligations across varying market and operating contexts. The role works closely with Engineering, Compliance, Risk, Operations, and Customer Support, Product, driving discovery, prioritisation, and delivery of scalable onboarding solutions that support consistent rollout across multiple regulatory environments. The Product Manager, Onboarding acts as the subject-matter expert for onboarding performance and decision quality, using data, experimentation, and frontline insights to continuously optimise customer and operational outcomes.

As our Product Manager, Onboarding, your key responsibilities include, but may not be limited to: 

• Develop and execute streamlined onboarding and account management that drives higher conversion in line with strategic objectives.
• Own the end‑to‑end onboarding and account approval funnel, acting as the subject‑matter expert for performance, drop‑offs, review outcomes, and time‑to‑account readiness.
• Identify opportunities, ideate solutions, and lead discovery → design → delivery for new features and enhancements across onboarding and post onboarding account settings
• Continuously optimise onboarding flows to support consistent, repeatable delivery across multiple regulatory and market contexts.
• 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, including queue efficiency, SLAs, exception handling, and rework reduction.
• 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.

Job Requirements:

• 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.

Why you will enjoy working with us

• 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 

More About Pepperstone   

We’re a regulated online Forex and CFD trading platform. With the scale of a global fintech and the agility of a start-up, we arm our clients with everything they need to take on the global markets with confidence. You will be part of a wider passionate and friendly team, and whilst things may not always go to plan, we learn quickly and move forward with impact. To learn even more visit Pepperstonecareers and www.linkedin.com/company/pepperstone/  

We understand it’s important to do due diligence on a prospective employer, see what our team are saying on Glassdoor. We respect our team members’ experiences and will never pay to remove a negative review.  

Pepperstone is an equal opportunity employer. We are passionate about building a diverse workplace and strongly encourage applications from any background.  

“We are a 2025 Circle Back Initiative Employer – we respond to every applicant”.  

We will be reviewing applications as they come through, so if this is an opportunity that excites you, don't wait. Express your interest by clicking the apply button below as soon as possible.  

Note to external agencies: While we appreciate the efforts of external recruitment agencies, we prefer to engage directly with applicants for this opportunity.  

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