Product Manager, Onboarding

About the Company

Pepperstone is a global fintech and regulated trading platform founded in 2010. The business describes itself as curious, driven, digital, agile, and highly connected, with a mission to improve the trading experience. Its culture is dynamic, diverse, international, and focused on results. The team has more than 700 people across 12 locations and 9 time zones.

About the Role

The Product Manager, Onboarding will take ownership of the full onboarding journey from a product standpoint, making sure conversion, customer trust, and regulatory requirements are all balanced across different markets and operating environments. This person will work closely with Engineering, Compliance, Risk, Operations, Customer Support, Product, UX, Research, and Analytics to discover problems, prioritise opportunities, and deliver onboarding solutions that can scale across multiple regulatory setups.

This role also serves as the internal expert on onboarding performance and decision quality, using data, testing, and insights from frontline teams and customers to improve both customer outcomes and operational efficiency.

Key Responsibilities

• Build and deliver onboarding and account management improvements that raise conversion and align with business priorities.
• Take end-to-end ownership of the onboarding and account approval funnel, including drop-off analysis, review outcomes, and time to account readiness.
• Spot opportunities, shape ideas, and lead work from discovery through design and delivery for new onboarding and post-onboarding features.
• Improve onboarding journeys so they can be consistently deployed across different markets and regulatory settings.
• Use customer feedback, funnel data, commercial targets, and compliance/risk needs to decide what to prioritise.
• Work with Compliance, Risk, Operations, and Customer Support to create review workflows that satisfy regulations while improving queue efficiency, SLA performance, exception handling, and rework reduction.
• Partner with UX, Research, and Analytics to test assumptions through qualitative research, quantitative analysis, usability testing, and experimentation.
• Collaborate with Engineering to turn complex issues into clear requirements and deliver incrementally with strong quality, performance, and reliability.
• Engage with customers and frontline teams to understand real needs, operational constraints, and user pain points, then feed those insights into product decisions.
• Design onboarding and account-management capabilities that can adapt to changing regulations, market shifts, and operating models.
• Track regulatory and industry changes relevant to trading and digital assets, and work with Legal and Compliance to guide roadmap decisions.
• Support launch monitoring and post-launch analysis to confirm that releases meet compliance, customer, and operational goals.
• Share progress, trade-offs, metrics, and insights with stakeholders through structured communication and documentation.
• Participate in QA and post-release monitoring to help maintain product quality.

Requirements

• At least 4 years of product management experience, with a strong focus on onboarding, activation, or account lifecycle journeys such as signup, verification, approval, and first deposit or trade.
• Background in a regulated financial services setting such as fintech, brokerage, payments, or digital assets, with clear experience improving conversion, time to value, and drop-off rates.
• Experience managing onboarding across multiple jurisdictions, ideally including two or more of APAC, Latin America, and EMEA.
• Strong ability to analyse and improve onboarding funnels end to end using data, user insight, and experimentation.
• Systems-thinking mindset with the ability to build reusable, configurable onboarding infrastructure instead of one-off market-specific solutions.
• Comfort working across multiple regulatory environments while balancing user experience with legal, compliance, and risk considerations such as AML, sanctions screening, suitability, and disclosures.
• Solid knowledge of identity verification and KYC, including experience integrating, tuning, or improving IDV/eKYC tools such as document checks, liveness, risk signals, and exception handling.
• Good understanding of onboarding operations and manual review processes, including queue management, SLAs, rework reduction, and straight-through processing improvements.
• Strong product judgement for onboarding UX, with the ability to reduce friction while preserving trust, transparency, compliance, and risk controls.
• Proven stakeholder management and delivery capability across Engineering, Compliance/Legal, Risk, Operations, and Customer Support.
• Ability to work effectively with both technical and non-technical stakeholders.
• Strong English and Mandarin communication skills.
• A commitment to continuous learning and professional growth.

Good to Have

• Experience with post-onboarding and account maturity capabilities such as MFA, authentication, security and profile settings, permissions, and account recovery.
• Exposure to fraud prevention and account security, including step-up verification, account takeover mitigation, device or IP risk signals, and suspicious activity controls.
• Experience operating in fast-changing regulatory environments and adjusting product behaviour accordingly.
• A strategic mindset that can balance short-, medium-, and long-term product outcomes while still delivering incrementally.
• Comfort working in ambiguous, fast-moving environments and taking a hands-on approach to discovery, QA, and operational problem-solving.
• Strong written and spoken communication skills with the ability to explain trade-offs clearly to technical and non-technical audiences.

Benefits

• Competitive pay structure with a company bonus plan.
• A collaborative and friendly team environment.
• Flexible working with hybrid arrangements.
• Remote working option of up to 4 weeks per year from anywhere, alongside standard hybrid working.
• Continuous learning and personal development opportunities.
• Paid parental leave.
• Three paid volunteering days each year and a workplace giving program.
• 24/7 support through an employee assistance program.
• Regular events and celebrations.

Additional Information

Pepperstone is a regulated online Forex and CFD trading platform that combines the scale of a global fintech with the speed and flexibility of a start-up. The company emphasises accountability, learning from setbacks, and moving forward with impact.

The employer is an equal opportunity organisation and encourages applicants from all backgrounds. It also states that it responds to every applicant as part of the 2025 Circle Back Initiative. Applications are reviewed as they are received. External recruitment agencies are asked to apply directly with candidates rather than approaching the company for this role.