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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.