About the role:
We are looking for an experienced and proactive Partnership Support Specialist to join our team in Dubai or Kuala Lumpur. This mid level role will focus on overseeing the complete partner experience from onboarding to ongoing support, ensuring that all processes are executed with efficiency, accuracy, and in alignment with company policies and regulatory requirements.
As a key member of the Partnership Operations team, you will manage the daily tasks of onboarding IBs (Introducing Brokers), PAMMs (Percentage Allocation Management Modules), and other partners, and will handle more complex cases that involve compliance risks or unique challenges.
You will also play a leadership role in identifying and resolving inefficiencies, promoting best practices, and ensuring all internal processes are adhered to while maintaining direct and prompt communication with our partners.
Key Responsibilities:
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.
- Ensure expired documents are flagged, follow up on pending items, and maintain direct communication with account managers.
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.
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.
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
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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.
Experience and Qualifications:
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Experience in partnership support, operations, or account management within the financial services or brokerage industry.
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Knowledge of Trading & Financial Markets: A good understanding of financial markets, trading platforms (e.g., MT4/5), and financial products.
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Tech-Savvy: Comfortable working with CRM systems (DW, Jira), partner tools, and various communication platforms (Intercom, Slack, Telegram).
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Problem-Solving: Strong analytical and problem-solving skills, particularly in identifying and resolving complex issues related to onboarding, payments, and partner retention.
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Project Management: Ability to manage multiple projects and deadlines while ensuring high levels of efficiency and attention to detail.
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Team player: Experience mentoring or leading teams to ensure operational excellence and adherence to best practices.
Person Specification:
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Outstanding communication both written and verbal in English
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Excellent communication skills with the ability to liaise effectively with partners and internal teams.
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Good time management and priority handling
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Ability to diagnose and resolve problems.
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Initiative to question and find answers to problems.
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Must be flexible to work different shift patterns.
About us:
Taurex- Take Charge of your Trading.
Vision– to inspire the financial confidence of traders and investors of the world.
Mission- Empowering people to take charge of their financial decisions through trusted, cutting- edge tools and experiences, personalised support, and tailored education.
Who is Taurex?
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We are Human.
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We empower all with Knowledge.
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We are forging the Future.
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We earn trust through Integrity.
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We provide global expertise with a Local Touch
With over 50 years of combined industry experience, our management team are passionate about building a brokerage to compete with the most reputable brands in the industry. We are focused on building our own path, through superior technology and excellent service with a clear understanding of our client’s needs.
Along with a wide range of available products including Forex, Cryptos, Indices, Shares and Commodity CFDs, we also provide excellent learning resources and market analysis, superfast execution, competitive leverage, and exceptional customer service.
Our culture is being driven by our core values which are Integrity, Collaboration, Curiosity, Tenacity and Excellence. We treat our colleagues with respect and kindness, we work as a team and a family, we are detail orientated and think outside the box. We are determined, have a great work ethic and we work in a fast-paced environment.
We are expanding at a fast pace and there are lots of opportunities for input and growth within your role. If you are interested in joining us at this exciting time, then read on!
