CFD FX Partnership Support Specialist / Associate | Thailand

Our client is a globally regulated Forex and CFD broker, founded in 2017 and regulated in the UK (FCA), UAE (ESCA/DIFC), and Seychelles (FSA) licenses. The headquarter is in Dubai with international offices in 13 countries and 200 professional team across the regions.

The group is catering to both retail and institutional clients, offering customised pricing and liquidity setups, in providing the world class trading services to its clients, with core values of Integrity, Collaboration, Curiosity, Tenacity, and Excellence.

Advantages of our client

• Better spreads (28 on gold)
• Better rebates ($15 on gold)
• Brokeree for copy trade
• Loyalty program for IBs - holidays, gold
• Fund support for IBs
• Client / cash back
• Deposit and trade prior to KYC - 30 seconds to register

Key Responsibilities:

The Partnership Support team plays a crucial role in managing and supporting relationships with Introducing Brokers (IBs), Percentage Allocation Management Modules (PAMMs), and other strategic partners. The team is responsible for ensuring smooth onboarding, payment processing, effective communication, and operational support, with a strong focus on efficiency, collaboration, and partner satisfaction. Below is an overview of the key responsibilities and tasks:

Onboarding and Account Management

- Manage and Monitor Pending Queues: Oversee the allocation and processing of partner onboarding tasks, ensuring tasks are assigned efficiently based on team availability.

- Quality Control & Best Practices: Monitor and review onboarding processes to ensure they align with best practices. Highlight and raise alerts when issues such as delays or mispractices are detected, providing guidance for corrective actions.

- Handle Complex Onboarding Cases: Take charge of challenging onboarding cases that may involve compliance risk or other unique complexities, ensuring they are resolved efficiently.

- IB and PAMM Onboarding: Process IB and PAMM registrations, verify KYC, resolve missing documentation, and liaise directly with sales teams to ensure timely approvals.

- Link relevant rebate structures to sales notes, create campaigns in DW, and manage agreements via DocuSign, following up until all agreements are signed.

- Handle custom rebate structures, collaborating with sales, dealing, and operations teams to finalize the setup.

Payment Processing and Rebate Management

- Rebate and Payout Monitoring: Oversee daily rebate calculations and ensure payments are processed in accordance with established SLAs.

- Monitor Prop Payouts and Rev Share Payouts, ensuring timely resolution of Jira tickets and coordination with the relevant departments.

- Ensure PAMM performance fees and administrative fees are processed smoothly, with visibility of trading history, fee deductions, and payments available to PAMM managers.

Partner Support & Communication

- Manage Partner Communication: Maintain direct, prompt communication with partners through various channels (Intercom, Slack, Telegram, email) to ensure quick resolution of inquiries and ongoing support.

- VIP Client Support: Handle communication with VIP clients, ensuring a high standard of service and prompt issue resolution.

- Internal Collaboration: Provide internal support to the commercial team, assisting with partner-related queries, monitoring teams groups, and coordinating across departments to resolve issues.

- Complaint Management: Lead efforts to handle and resolve complaints from partners and internal teams, including operational and trading-related issues.

- Attend events, meetings, expos wherever needed to assist in face to face support to all type of partners.

- Ensure support via phone, either for technical support or retention purposes Inbound and outbound flow.

Marketing & Partner Engagement

- Marketing Coordination: Collaborate with the commercial, marketing, and compliance teams to provide partners with necessary materials and ensure they are compliant with regulations.

- Maintain an up-to-date marketing library and partnership websites, ensuring all materials reflect the latest promotions, visuals, and offers.

Partner Retention & Loyalty

- Monitor Partner Performance: Track and analyze partner performance, sending alerts and reminders when necessary. Work closely with account managers to ensure partners are engaged and supported.

- Feedback Management: Address negative feedback from surveys, ensuring quick resolution of issues. Propose enhancements to improve partner satisfaction.

- Loyalty & Rewards Program: Manage and maintain the loyalty and rewards program for partners, ensuring all promotions are executed smoothly and effectively.

- Conduct retention initiatives either via calls or direct messaging to ensure partners active status, retention and address the needs.

Operational Efficiency & Process Improvement

- Process & Procedure Management: Stay up-to-date with all partnership processes and procedures. Propose improvements and new processes as necessary to streamline operations and improve partner experiences.

- Data Management: Oversee the management of partner data, ensuring it is accurate and up to date within internal systems.

- Manage CRM partner modules and tools, troubleshooting any technical issues and coordinating with operations to resolve bugs or failures.

Training & Development

- Product Knowledge: Keep updated on new products, services, and updates to partnership programs to ensure you provide top-notch support to both internal teams and partners.

- Internal Knowledge Sharing: Be the go-to expert on partnership terms, agreements, and financial markets, offering training and support when needed.

Cross-Department Collaboration

- Liaise with Dealing & Operations: Coordinate with the dealing team to create the necessary MT4/5 groups for partners and with operations to ensure proper setup of rebate structures, campaign management, and account groupings.

Key Skills and Qualifications

• Proven experience in the Forex Industry
• Experience in relationship management and client retention
• Strong analytical, prioritization, and organizational skills
• Strong risk and controls awareness
• Excellent IT skills
• Accuracy, precision, and attention to detail
• Independent, self-motivated, with the ability to adapt and be flexible in a team environment.
• Ability to demonstrate good judgment and decision-making.

- Experience: Proven experience in partnership support, operations, or account management within the financial services or brokerage industry.