Senior Client Management Executive (FX Trading)

Ultima Markets Ltd.; Kuala Lumpur; On-site; MYR 60,000 - 100,000; Full time

Job summary

Ultima Markets Ltd. is seeking a Backend Operations Support professional for our fast-paced fintech environment in Kuala Lumpur.

You will handle sales inquiries related to trading and client accounts, ensure timely data entry, and keep SOPs updated while supporting cross-functional teams on campaigns and system changes. The role requires at least two years of backend ops experience in fintech, fluent Chinese and English, and strong skills in coordination, data handling, and problem solving.

Qualifications

• Minimum 2 years’ experience in backend operations within fintech.
• Excellent verbal and written Chinese and English communication.
• Proficient with Microsoft Office, CRM platforms and Jira.
• Strong coordination, time management and problem-solving skills.
• High integrity, accuracy and accountability when handling data.
• Willingness to work flexible shifts including evenings and weekends.

Responsibilities

• Respond to sales inquiries related to trading and account issues; escalate to Backend Operations as needed.
• Maintain and update the client database with accurate data entry.
• Maintain SOPs, toolkits, and onboarding documents to reflect latest processes.
• Support internal training for the sales team on campaigns and system updates.
• Prepare performance reports on sales support operations for management.
• Identify and implement initiatives to enhance team efficiency and service quality.
• Collaborate with Marketing on campaigns to ensure consistent customer responses.
• Coordinate system/account related requests with Backend Operations for timely resolution.

Skills

Chinese & English

Coordination

Time management

Problem solving

Integrity

Data handling

Tools

Microsoft Office

CRM platforms

Jira

Job description

Ultima Markets is a secure and regulated CFD trading gateway, offering access to 1,000+ instruments, including Forex, Commodities, Indices, and Stocks, to clients in over 170 countries. Founded in 2016, we are the Official Regional Partner of FC Internazionale Milano and the first CFD broker to support the UN Global Compact. We operate globally through entities regulated by the FCA, FSCA, and FSC, and in 2025 were honoured with 50+ global awards, including Best CFD Broker Global 2025.

To learn more about our company, please visit our website: https://www.ultimamarkets.com.

Job Description:

• Respond to sales team inquiries related to trading and account issues, including client account setup, system access problems, rebate claims, and commission structure clarifications; elevate inquiries to the Backend Operations Team for further investigation when needed.
• Maintain and update the client database, ensuring timely and accurate data entry.

Knowledge Management & Process Improvement

• Maintain and update operational SOPs, toolkits, and client onboarding documents to reflect the latest processes and standards.
• Support internal training for the sales team on new campaigns, promotions, system updates, and procedural changes, when assigned and where appropriate.
• Prepare performance reports on sales support operations for management review, when needed.
• Proactively identify, propose, and implement initiatives to enhance team efficiency and service quality.
• Collaborate with the Marketing team on campaigns and promotions to ensure consistent execution and high-quality responses to client inquiries.
• Support other internal teams by coordinating their system/account-related requests with the Backend Operations Team to ensure timely resolution.

Job Requirements:

• Minimum 2 years’ experience in backend operations within the fintech industry; experience in the forex sector is highly desirable.
• Excellent proficiency in both verbal and written Chinese and English, with the ability to communicate clearly in a fast-paced, cross-border working environment.
• Proficient in tools such as Microsoft Office, CRM platforms, Jira, and other relevant ticketing or workflow management systems.
• Strong coordination, time management, and problem-solving skills, with the ability to work under pressure and manage multiple operational tasks simultaneously.
• High level of integrity, accuracy, and accountability when handling sensitive client and transactional data.
• Willingness to work on flexible shifts, including afternoon shifts (up to 10PM), midnight shifts (up to 12AM), and weekend shifts as required.