Affiliate Support Manager

The successful candidate will lead our Affiliate Support function and ensure exceptional operational support is provided to affiliates, Introducing Brokers (IBs), and strategic partners globally. They will be responsible for managing Affiliate Support operations, leading and developing teams, improving partner satisfaction, overseeing escalations, driving operational excellence, and ensuring service levels are consistently achieved.

This role is ideal for someone with strong leadership skills, a commercial mindset, and experience managing support, operations, account management, affiliate, or partner-facing teams within the Forex, FinTech, Financial Services, or Online Trading industry.

Your role at HFM:

• Lead and manage the Affiliate Support function.
  
• Ensure exceptional service is provided to affiliates, Introducing Brokers (IBs), and strategic partners.
  
• Monitor service quality, response times, and SLA performance.
  
• Manage Team Leaders and Senior Affiliate Support Executives.
  
• Oversee partner escalations and operational issues.
  
• Drive operational excellence and continuous service improvements.
  
• Coordinate with Sales, Finance, Compliance, Product, Marketing, and other departments to resolve partner-related matters.
  
• Improve the overall affiliate and partner operational experience.
  
• Support workforce planning, team scalability, and operational coverage.
  
• Identify automation opportunities and process improvement initiatives.
  
• Monitor departmental performance through KPIs and reporting.
  
• Support recruitment, employee development, succession planning, and performance management.
  
• Own the Affiliate Support function KPIs, ensuring high service quality, operational efficiency, partner satisfaction, workforce performance, and effective escalation management.