Senior Broker Operations CRM Manager


About the Role:

Senior Broker Operations CRM Manager will Lead the way in the team in providing a high-quality service to all LMAX clients and complete internal processes and tasks to a high-level standard with an expertise in one or more of the departmental areas.

Main Duties & Responsibilities:

  • Continually support and train the team as the senior team member, to fully understand CRM systems.
  • Lead the way and encourage/teach team members how to perform tasks and how to enhance our CRM system.
  • Be the first point of contact for all CRM related queries.
  • Assist treasury with an understanding of their CRM reports and functionalities with an in-depth analysis.
  • Perform more complex payment’s role, including CUP transfer, raising and resolving payments tickets, managing CASS issues.
  • Understanding of CFD dividends & FX Swaps to assist client services team with their queries.
  • Understanding of our API offering.
  • Support the Sales team where necessary.
  • Ensure DFX processes are followed accurately and in a timely manner.
  • Understanding of our DFX services.
  • Work to weekly, monthly, and quarterly objectives and targets.
  • Follow internal policies and adhere to regulatory requirements.
  • Championing swift and effective service that increases opportunities and revenue.
  • Ensure that complex CRM issues are resolved in a timely manner.
  • Liaise with the team in London, providing support where necessary.
  • Work closely with the IT department regarding any tech queries of CRM.
  • Understand the high-level functioning of CRM platform and its relation to LMAX servers; raise any issues with the relevant people.
  • Work closely with external CRM providers.
  • Assist client services team with the setup of CRM accounts.
  • Creation and upload of rate cards to implement different commission structures.
  • Work with the Risk department in offering a higher leverage or additional accounts.
  • Update all databases and ensure data information is accurate.
  • Contribute to the ongoing development and improvement of the LMAX client experience.
  • Manage/Update IB and Money Manager data in CRM – adding new agreements, creating rebate accounts, and assigning new rate cards.
  • Perform monthly tasks such as KYC Refresh, Dormant accounts, and API/FIX/Redistribution charges.
  • Build relationships with relevant third-party technical support and onboarding teams.
  • Carry out daily, weekly, and monthly CRM administrative tasks e.g. dividends application, discrepancy reports, commission group amendments, live position monitoring and regular sanity checks, general reporting.
  • Work closely with the Treasury department to ensure the daily payments processes are followed and completed.
  • Run daily, weekly, and ad-hoc payment reports.
  • Manage new developments related to LMAX CRM offering and communicate these to the relevant departments internally.
  • Investigate any issues that arise within CRM and be the support to the rest of the team on resolving these issues.
  • Support Introducing Brokers on CRM, which includes sub account removals, management fees application, discrepancies analysis and correction, and any further queries related to CRM.

  • Requirements:

    We accept PDF, DOC, DOCX files.
    Hong Kong
    Offer details