Head of Middle Office

About the Company

Moomoo is a rapidly expanding wealth-tech and investment platform focused on making investing more accessible, informed, and data-led. Founded in 2018, the business has grown across Singapore, Australia, Japan, Canada, and Malaysia, and now supports more than 28 million users worldwide.

In Singapore, Moomoo Financial Singapore Pte. Ltd. operates under the oversight of the Monetary Authority of Singapore (Licence No. CMS101000). In 2022, it became the first digital brokerage to receive all five SGX Group memberships across the securities and derivatives markets, reflecting its emphasis on capability, innovation, and regulatory standards.

The company’s mission is to democratise investing by giving people at every stage of their financial journey access to smart tools, real-time insights, and intuitive technology. Joining the team means contributing to a purpose-driven organisation that is helping reshape the future of investing and making wealth-building more inclusive.

Role Overview

The Head of Middle Office will lead the middle office function across client onboarding, KYC/AML operations, customer support, and escalated complaint handling. This role is responsible for ensuring strong regulatory compliance, operational efficiency, and a customer-first service culture while partnering with cross-functional teams to improve controls and processes.

KYC, Onboarding, and Compliance Operations

• Direct the middle office team covering onboarding, KYC/AML workflows, customer support, and the handling of sensitive or escalated complaints.
• Make sure onboarding activities remain aligned with regulatory obligations, internal governance, and risk controls.
• Supervise periodic account reviews, corrective remediation work, enhanced due diligence, sanctions checks, and other operational tasks tied to regulatory requirements.
• Spot workflow issues and lead initiatives that improve efficiency, scalability, and the overall client experience.
• Work closely with Compliance, Legal, Risk, Operations, Product, Technology, and Front Office teams to support control design, policy rollout, and process enhancement.
• Recruit, coach, and develop a strong middle office team that combines customer focus with a disciplined compliance mindset.

Customer Service and Operational Leadership

• Manage a customer service team handling enquiries through multiple channels, including phone, email, and live chat.
• Ensure customer issues and operational cases are resolved accurately and within expected timelines.
• Oversee escalation management for complaints and complex cases, using sound judgement and professionalism.
• Define service standards, KPIs, and operational dashboards to strengthen productivity and customer satisfaction.
• Continuously refine processes to raise service quality and improve the function’s ability to scale.
• Contribute to audits, regulatory reviews, internal control testing, and management reporting as needed.

Requirements

• A bachelor’s degree in Finance, Business, Economics, or another relevant field is needed.
• At least 6 to 8 years of experience in financial services, brokerage, fintech, banking operations, or a comparable regulated environment.
• Hands-on background in KYC/AML onboarding, client due diligence, customer service operations, or middle office work.
• Demonstrated people leadership experience, ideally managing larger operational or support teams.
• Solid understanding of MAS regulations, AML/CFT expectations, and broader financial services compliance standards.
• Strong capability in problem-solving, communication, stakeholder coordination, and decision-making.
• Ability to stay composed in high-pressure situations and manage sensitive customer or regulatory matters with professionalism.
• Experience with brokerage products, securities trading, wealth operations, CRM platforms, or AI-supported process improvement would be beneficial.
• A data-oriented approach with an emphasis on process optimisation and service excellence is preferred, with AI familiarity seen as an advantage.

Benefits

• Opportunity to join a leading digital brokerage with significant room for growth and career development.
• Competitive total compensation package that recognises skills and contribution.
• Medical and insurance coverage for employees and dependents.
• A lively, diverse workplace with team-building activities and company events.
• Business casual dress code on a daily basis.
• Additional benefits may be shared during the recruitment process.

Additional Information

Only shortlisted candidates will be contacted.