وظائف HR Manager

Key Responsibilities <br>• Lead, mentor, coach, and develop the Customer Support team, fostering a high-performance and customer-centric culture. <br>• Recruit, onboard, train, and evaluate Customer Support team members, ensuring continuous development and performance management. <br>• Oversee the day-to-day operations of the Customer Support Department, ensuring service quality, operational efficiency, and adherence to Service Level Agreements (SLAs). <br>• Manage complex client inquiries, complaints, and escalations, ensuring timely and professional resolution. <br>• Oversee customer support activities across all communication channels, including phone, email, live chat, WhatsApp, and CRM platforms. <br>• Supervise the onboarding process for both individual and corporate clients, ensuring completeness, accuracy, and compliance with internal procedures. <br>• Oversee KYC and AML reviews, Customer Due Diligence (CDD), Enhanced Due Diligence (EDD), sanctions screening, and ongoing monitoring in accordance with internal policies and applicable regulatory requirements. <br>• Ensure the timely preparation and submission of regulatory reports, questionnaires, and other reporting obligations required by regulatory authorities. <br>• Oversee payment operations, including client deposits, withdrawals, payment investigations, reconciliation support, and coordination with internal Finance and Operations teams. <br>• Coordinate with Compliance, Finance, Dealing, IT, and other internal departments to ensure the timely resolution of operational and client-related matters. <br>• Develop, maintain, and enforce customer support procedures, policies, and standard operating procedures (SOPs). <br>• Monitor customer support KPIs and operational metrics, including response times, resolution times, customer satisfaction, complaint trends, onboarding performance, and team productivity. <br>• Prepare and present daily, weekly, monthly, quarterly, and ad hoc management reports covering customer support performance, onboarding statistics, KYC and AML activities, regulatory reporting, response times, complaint trends, and other operational metrics. <br>• Conduct quality assurance reviews of customer interactions and provide regular coaching and feedback to maintain high service standards. <br>• Maintain accurate records and ensure the confidentiality and integrity of client information in accordance with company policies and regulatory requirements. <br>• Support internal and external audits by providing documentation, reports, and operational information as required. <br>• Perform any other duties reasonably assigned by senior management

Job Responsibilities: <br> <br>• Review, process, and verify client funding transactions including deposits, withdrawals, internal transfers, and adjustments across multiple payment providers. <br>• Ensure all payment requests are processed in accordance with company policies and regulatory standards, maintaining a high level of accuracy and integrity. <br>• Perform daily and monthly internal reconciliations between client accounts, PSP portals, trading platforms, and internal systems to ensure alignment and identify discrepancies. <br>• Liaise with the Customer Support and Finance departments to resolve transaction issues or client payment inquiries. <br>• Monitor automated and manual payment flows, flag and escalate unusual or suspicious activity to the Compliance and Risk departments. <br>• Maintain accurate and up-to-date records of all transactions for audit and reporting purposes. <br>• Prepare internal reports related to funding operations, processing timeframes, and reconciliation status for management review. <br>• Stay current on PSP regulations, anti-money laundering (AML) guidelines, and best practices related to payment processing and financial operations. <br>• Support the setup, testing, and onboarding of new payment service providers (PSPs), including coordinating with tech and compliance teams on necessary documentation and flow validation

Job Responsibilities: <br>• Focus on business development of retail and professional clients <br>• Coverage MENA clients <br>• Maximize existing revenue streams and build on existing relationships <br>• Meet assigned annual sales quotas, both individual and team management <br>• Lead Generation and Conversion <br>• Client acquisitions and retention <br>• Generating Volume <br>• Generate an effective client on-boarding strategy with management <br>• Working closely with the marketing team to help with campaigns and events <br>• Build out scope for expanding the sales team and acting as the hiring manager <br>• Set budgets for sales & marketing expenditure <br>• Product coverage FX pairs, Indices, Commodities, Equities <br>• Keeping a record of territorial market trends and requirements and sharing the insights with the product teams

• Analyze large volumes of trading, financial, and operational data. <br>• Prepare, maintain, and improve Excel-based reports, analysis, and dashboards. <br>• Monitor trading activity and identify trends, anomalies, discrepancies, and unusual patterns. <br>• Perform statistical and quantitative analysis to support trading and management decisions. <br>• Produce daily, weekly, and ad-hoc reports for the Trading Department and management. <br>• Validate data for accuracy, consistency, and completeness. <br>• Reconcile and investigate differences between datasets and trading records. <br>• Develop and improve spreadsheets, formulas, models, and analytical tools. <br>• Support traders and management with data-driven insights and analysis. <br>• Help automate repetitive reporting and data-analysis processes where possible. <br>• Work with multiple data sources and maintain accurate and reliable datasets. <br>• Assist with performance analysis and other quantitative projects within the trading environment. <br>• Respond quickly and accurately to ad-hoc analytical requests in a high-volume environment