Partnership Support Associate/Specialist - Mandarin Speaker

Responsibility/Activity:

Onboarding & Account Management

Manage onboarding queues and assign tasks efficiently based on team capacity.

Review and ensure onboarding quality aligns with best practices.

Handle complex onboarding cases, including those with compliance risk.

Process IB and PAMM registrations, verify KYC, manage documentation, and follow through with approvals.

Set up rebate structures, create campaigns (DW), and manage agreements (DocuSign).

Monitor document expiry, follow up on pending items, and maintain strong communication with account managers.

Payments & Rebates

Oversee daily rebate and payout processing, including Prop and Rev Share payouts, ensuring SLA adherence.

Manage PAMM performance and admin fee processing, ensuring transparency for PAMM managers.

Partner Support & Communication.

Provide responsive, multi-channel support (i.e Intercom, Slack, Telegram, email) to partners.

Handle VIP client queries with professionalism and urgency.

Support commercial teams with partner-related queries and issue resolution.

Lead partner complaint resolution, including trading-related and operational matters

Marketing & Engagement.

Coordinate with marketing and compliance to provide up-to-date, compliant materials.

Maintain partnership websites and libraries with current promotions and assets.

Partner Retention & Loyalty

Monitor partner performance, flag risks, and support account managers in retention strategies.

Address negative feedback and recommend service improvements.

Manage the loyalty and rewards program for partners.

Operational Excellence

Maintain and improve partnership processes and SOPs.

Ensure partner data is accurate and up to date across all internal systems.

Manage CRM modules (i.e DW, Jira), troubleshoot technical issues, and coordinate fixes.

Training & Knowledge Sharing.

Stay informed on product updates, partner programs, and financial markets.

Provide internal training and be a subject matter expert on partnership operations.

Cross-Team Collaboration:

Work closely with the Dealing team for MT4/MT5 setups and with Operations for rebate, campaign, and account configurations.

Knowledge, Skills and Abilities:

Prior experience in partnership support, operations, or account management within the brokerage or financial services industry.

Good understanding of trading platforms (MT4/MT5), financial markets, and partner structures.

Proficient in tools like DW, Jira, and communication platforms (Slack, Intercom, Telegram).

Strong problem-solving skills, attention to detail, and ability to handle complex issues.

Project management capability with the ability to meet multiple deadlines.

A collaborative team player with a proactive and analytical mindset.

Excellent written and verbal communication skills in English, Bahasa Malaysia and Mandarin.

Strong interpersonal skills to liaise effectively with internal teams and external partners.

Good time management, problem-solving ability, and a questioning mindset.

Flexible to work across different shift patterns, if necessary.