Head of Middle Office
moomoo
Moomoo is more than just a global investment and trading platform—we’re a fast-growing force in the wealth-tech space, committed to transforming the way people invest. Since our founding in 2018, we've rapidly expanded across Singapore, Australia, Japan, Canada, and Malaysia, now empowering over 28 million users worldwide .
In Singapore, Moomoo Financial Singapore Pte. Ltd. is licensed and regulated by the Monetary Authority of Singapore (Licence No. CMS101000). In 2022, we became the first digital brokerage to earn all five SGX Group memberships across the securities and derivatives markets—a testament to our dedication to excellence and innovation.
But what truly sets us apart is our mission: to democratise investing and make smart, data-driven financial decisions accessible to everyone. We’re here to level the playing field —bringing powerful tools, real-time insights, and intuitive technology to empower investors at every stage of their journey.
Joining Moomoo means being part of a purpose-driven team that’s not only reshaping the future of investing—but also making wealth-building inclusive, informed, and inspiring . If you're
Head of Middle Office
Responsibilities
KYC & Client Onboarding
- Lead and oversee the Middle Office function, including client onboarding, KYC/AML operations, customer support, and escalated complaint management.
- Ensure onboarding processes comply with applicable regulatory requirements, internal policies, and risk frameworks
- Oversee periodic reviews, remediation exercises, enhanced due diligence, sanctions screening, and other regulatory-sensitive operational processes.
- Identify process gaps and drive continuous improvement initiatives to enhance operational efficiency, scalability, and customer experience.
- Partner closely with Compliance, Legal, Risk, Operations, Product, Technology, and Front Office teams on onboarding controls, policy implementation, and process optimisation.
- Build, coach, and develop a high-performing Middle Office team with a strong customer-centric and compliance-focused culture.
Customer Service & Operations
- Lead and manage a team of Customer Service Officers providing multi-channel customer support (phone, email, live chat, etc.)
- Ensure timely and high-quality resolution of customer enquiries and operational issues
- Handle and oversee escalated customer complaints and sensitive cases with professionalism and strong judgement
- Establish service standards, KPIs, and operational metrics to improve customer satisfaction and team productivity
- Identify process gaps and implement operational improvements to enhance service quality and scalability
- Support audits, regulatory inspections, internal control reviews, and management reporting where required.
Requirements
- Bachelor’s degree in Finance, Business, Economics, or a related discipline.
- Minimum 6–8 years of relevant experience in financial services, brokerage, fintech, banking operations, or a similar regulated environment.
- Strong experience in KYC/AML onboarding, client due diligence, customer service operations, or middle office functions.
- Proven people management experience, preferably leading sizeable operational or customer support teams.
- Good understanding of MAS regulations, AML/CFT requirements, and financial services compliance standards.
- Strong problem-solving, communication, stakeholder management, and decision-making skills.
- Able to remain calm under pressure and manage escalated customer or regulatory-sensitive matters with maturity and professionalism.
- Familiarity with brokerage products, securities trading, wealth management operations, CRM systems, or AI-driven process improvement tools will be an advantage.
- Data-driven mindset with focus on process optimisation and service excellence, ideally with knowledge in AI
Benefits
Working at Moomoo, you will get
- Be a part of the world’s leading digital brokerage firm where growth and career development opportunities are endless.
- Enjoy a competitive total compensation package that truly values your skills and contributions.
- Comprehensive insurance coverage for employees and dependents to provide you a peace of mind
- Fun loving and diverse work environment that hosts various team-bonding programs and company events
- Business casual work attire everyday
- And Much More! : Discover even more perks and benefits as we take you through the hiring process!
Please note that only short-listed candidates will be contacted.
Vacancy posted 10 days ago
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