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
- 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.