Back Office Manager
Roseva FX | Dubai, UAE | Full-time, on-site
About the role
We are looking for an experienced and detail-oriented Back Office Manager to join our Dubai office. The successful candidate will be responsible for managing daily back-office operations, ensuring efficient client account administration, and providing professional operational and technical support across our Forex and CFD brokerage business.
This role involves managing the company's CRM and client requests, overseeing account registration and verification, handling deposits and withdrawals, resolving client tickets and technical inquiries, and supporting trading-related operations on the MetaTrader 5 (MT5) platform. The Back Office Manager will work closely with the Risk Management, Sales, Compliance, and other internal departments to ensure smooth business operations, accurate processing of client requests, and a high standard of customer service.
Key Responsibilities
- Manage daily back-office operations and maintain accurate client records within the company's CRM and trading systems.
- Process client registrations, account openings, KYC documentation, identity verification, and account approval requests in accordance with internal procedures.
- Monitor and handle client deposits, withdrawals, internal transfers, and other payment-related requests.
- Manage client support tickets, incoming emails, live chat inquiries, and official client correspondence in a timely and professional manner.
- Provide operational and technical support related to the MetaTrader 5 (MT5) trading platform, trading accounts, and client access.
- Investigate and resolve client inquiries regarding trading operations, account balances, transactions, platform connectivity, and other technical issues.
- Coordinate with Payment Service Providers (PSPs) and internal teams to investigate payment issues and ensure efficient transaction processing.
- Monitor client account activities, identify discrepancies, and escalate unusual transactions or operational issues when necessary.
- Prepare daily, weekly, and monthly operational reports, including client account activity, deposits, withdrawals, pending requests, and other relevant KPIs.
- Collaborate with the Risk Management, Compliance, Sales, and Technical departments to resolve client-related and operational matters.
- Maintain accurate documentation, internal records, and operational procedures.
- Ensure all client communications and back-office activities comply with company policies, internal controls, and applicable regulatory requirements.
- Identify opportunities to improve operational workflows, client support processes, and overall back-office efficiency.
Requirements
- Bachelor's degree in Finance, Accounting, Business Administration, Information Technology, or a related field.
- Minimum 3 years of relevant experience in a Back Office, Brokerage Operations, or similar role within the Forex/CFD industry.
- Strong practical knowledge of the MetaTrader 5 (MT5) trading platform, including trading account administration and common technical issues.
- Hands-on experience with CRM and back-office systems commonly used in the Forex brokerage industry.
- Good understanding of KYC procedures, client onboarding, account verification, and basic AML compliance requirements.
- Familiarity with international payment systems, Payment Service Providers (PSPs), deposit and withdrawal processes, and payment methods across different regions.
- Excellent command of English, both written and spoken, with the ability to communicate professionally with international clients.
- Proficiency in Microsoft Office applications, particularly Excel, Word, and Outlook.
- Strong computer literacy and familiarity with Windows and macOS operating systems.
- Excellent communication and customer service skills, including experience handling client inquiries via email, live chat, and ticketing systems.
- Strong analytical thinking, problem-solving abilities, and attention to detail.
- Excellent organizational and time-management skills, with the ability to prioritize multiple tasks and meet deadlines.
- Ability to work independently, take ownership of operational responsibilities, and collaborate effectively with cross-functional teams.
What we offer
- Opportunity to work in a dynamic and growing international Forex and CFD brokerage environment.
- Professional and collaborative working environment in Dubai.
- Exposure to international financial markets, trading technologies, and payment solutions.
- Opportunities for professional development and career growth.
- Competitive salary package based on experience and qualifications.
