Relationship Manager, Client Operations Specialists

The Role This role sits on the OTC desk, and its main purpose is to support and grow our current client book. You'll own a portfolio of existing OTC clients, managing the relationship day to day and working deliberately to scale their trading volume over time. You'll also be the desk's first line of client support and operations: making sure trades settle, issues are resolved fast, and onboarding runs smoothly. Alongside that, there's a secondary mandate to prospect new contacts and qualify leads, feeding fresh opportunities into the pipeline. This is first and foremost a client-facing role covering account management and client operations, with some SDR responsibility on the side. When priorities compete, resolving client issues and meeting service levels come before prospecting. What You'll Do Manage & grow the existing book (Relationship Management) • Own day-to-day relationships for an assigned portfolio of OTC clients • Track client trading activity and volume trends; flag dormant or declining accounts before they churn • Proactively identify opportunities to grow trading volume with existing clients: new corridors, higher ticket sizes, additional product lines (OTC, GPS, Gate) • Run a regular contact cadence with the book (check-ins, relationship-building, and staying ahead of client needs rather than waiting for issues to come in) • Act as the client's trusted point of contact and internal advocate, building the kind of relationship that keeps volume sticky • Prepare periodic account reviews and volume/performance summaries for key clients Support the desk's clients (Client Operations) • Act as first point of contact for client queries on trade execution, settlement, payments, and account issues • Track incoming funds and outgoing settlements; follow up on delayed or failed transactions until they are resolved • Resolve client issues quickly by coordinating with Operations, Compliance, and Finance, and keep clients updated until each case is closed • Log, prioritise, and escalate client cases so nothing is lost and recurring issues are visible • Support client onboarding and KYC: collect documents, chase missing information, and prepare complete files for Compliance review • Assist Operations and Finance with trade confirmations and reconciliation where client follow-up is needed • Help document and improve the desk's support procedures and service standards • Provide coverage outside standard hours when required, in line with the desk's rota What We're Looking For • 2+ years in a client-facing role (relationship management, account management, client operations, or sales), ideally in crypto, FX, payments, or financial services • Strong written and verbal communication; Arabic/English fluency is mandatory • Comfortable working in CRM tools (HubSpot) and Excel/data review • High attention to detail and a process-driven approach; client interactions here are compliance- and KYC-sensitive • Calm under pressure, with the ownership to see a client issue through to resolution • Self-starter who can switch between supporting clients, growing the book, and hunting for new logos without losing focus on any of them Nice to Have • Existing network in crypto/digital assets, OTC trading, or cross-border payments • Working knowledge of KYC/AML basics in a regulated financial services environment • Experience in settlement, payments operations, or client service at a bank, broker, or payments provider • Experience with ticketing or case-management tools • Prior SDR or outbound sales experience specifically (not just account management) What Success Looks Like (First 6–12 Months) • Response-time and issue-resolution SLAs met consistently • Settlement and payment issues followed through to resolution with no client left without an update • Onboarding files submitted to Compliance complete and accurate the first time • Net volume growth across the assigned client book • Client retention and reactivation of dormant accounts • Number of qualified leads sourced and converted into onboarded clients per month What We Offer • A front-row seat at a fast-growing, multi-licensed fintech building stablecoin and FX infrastructure for the region • Direct exposure to traders, senior leadership, and institutional clients • Competitive salary with performance-linked incentives • A clear path to progress into Account Executive, operations, or trading roles How to Apply Send your CV and a short note on why this role excites you to [email protected]. Shortlisted candidates will be contacted within two weeks.