Hybrid Backend Operations

at BID Operations

• Job title: Backend Operations
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Kuala Lumpur, Malaysia

About the role

• Support Account Managers and assist with escalated customer issues at BID Operations. Collaborate with legal and compliance to ensure policies are adhered to while documenting actions.

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.

Requirements

• 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.