Backend Operations

BID Operations; Kuala Lumpur; Hybrid; MYR 40,000 - 60,000; Full time

Job summary

A dynamic company in the financial sector is seeking a detail-oriented team member to support Account Managers in Kuala Lumpur. The role involves resolving escalated customer issues, collaborating with internal teams, and maintaining compliance with policies. Candidates should have a minimum of 2 years in brokerage or financial services and be fluent in English and Mandarin. This position offers a hybrid working arrangement and various benefits including healthcare coverage and a vibrant work culture.

Benefits

Hybrid working arrangement

Healthcare coverage (medical, dental, optical)

Gym benefits

Complimentary snacks and beverages

Flexible smart casual dress code

Opportunities for career growth

Qualifications

• Minimum 2 years of experience in brokerage or financial services.
• Fluent in English and Mandarin Chinese.
• Professional demeanor with a customer-first mindset.
• Excellent communication skills for complex issues.
• High attention to detail and structured procedure adherence.

Responsibilities

• Support Account Managers and assist with escalated customer issues.
• Collaborate with internal departments on account-related matters.
• Troubleshoot and resolve complex issues.
• Follow established SOPs for task execution.
• Develop deep product knowledge.

Skills

Analytical skills

Clear communication

Customer service mindset

Problem-solving

Detail-oriented

Tools

Microsoft Excel

MT4/MT5

CRM systems

Job description

About the company

At BID Operations, we are passionate about supporting our clients in their journey towards success. Our mission is to empower you to thrive by handling the essential yet time-consuming aspects of your business operations, allowing you to concentrate on strategic growth and innovation.

About the role

We’re looking for a detail-oriented and proactive team member to support our Account Managers and assist with escalated customer issues. You’ll collaborate with internal teams, follow standard procedures, and help resolve complex problems independently. This role requires strong analytical skills, clear communication, and the ability to balance compliance with business needs. You'll also document actions, share feedback for improvement, and develop deep product knowledge to support the wider team. Elevate your career with us – apply now for a dynamic role in a thriving industry!

Job Responsibilities

• Provide prompt and professional support to Account Managers via email, with occasional direct communication with customers for escalated issues.
• Collaborate effectively with internal departments to address questions and align on account-related matters.
• Strong analytical skills with the ability to troubleshoot and resolve complex issues effectively and independently.
• Enforce company policies and determine when exceptions are appropriate, balancing business objectives with compliance.
• Follow established SOPs meticulously to ensure consistent, accurate task execution.
• Maintain a sense of urgency and professionalism when responding to internal or external queries.
• Record and document all actions taken to ensure transparency and accountability.
• Actively share feedback within the team and with relevant departments when identifying operational inefficiencies or process-related issues to support continuous improvement and enhance the customer experience.
• Develop deep knowledge of company products and services to serve as a subject matter expert and resource for others.

Qualifications

• Minimum 2 years of experience in the brokerage or financial services industry, with a focus on supporting Sales and Introducing Brokers (IBs).
• Fluent in English and Mandarin Chinese, with the ability to communicate effectively in both written and spoken form.
• Professional demeanor with a customer-first mindset.
• Excellent communication skills, including the ability to explain complex issues clearly and propose alternative solutions where applicable.
• Demonstrates a positive attitude and a proactive approach to problem-solving.
• High attention to detail and ability to follow structured procedures with consistency.
• Proven ability to work cross-functionally and communicate effectively with different teams.
• Intermediate to advanced proficiency in Microsoft Excel.
• Familiarity with platforms such as MT4/MT5, Copy Trading, MAM, and CRM systems is preferred.
• Flexible with working hours, including rotational shifts and holidays/rest days that may vary.

Benefits

• Hybrid working arrangement
• Opportunities for enriching career growth, including exposure to regional contexts.
• Complimentary snacks and beverages available in the office pantry
• Healthcare coverage (medical, dental, optical), gym benefits
• Flexibility in smart casual dress code
• Young, vibrant and open work culture