Affiliate Support Manager
HFM is an internationally acclaimed multi\-asset broker, delivering cutting\-edge trading tools, platforms, and conditions to traders worldwide. We are committed to innovation, transparency, and excellence in the financial markets. As we continue to expand, we are seeking a driven and strategic Affiliate Support Manager <\/b>to join our team.<\/span><\/span><\/span><\/span><\/span><\/span>
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The successful candidate will <\/span><\/span><\/span><\/span><\/span><\/span>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.<\/span><\/span>
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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.<\/span><\/span>
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Your role at HFM:<\/b>
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- Lead and manage the Affiliate Support function.<\/span><\/span>
<\/span><\/span><\/li>- Ensure exceptional service is provided to affiliates, Introducing Brokers (IBs), and strategic partners.<\/span><\/span>
<\/span><\/span><\/li>- Monitor service quality, response times, and SLA performance.<\/span><\/span>
<\/span><\/span><\/li>- Manage Team Leaders and Senior Affiliate Support Executives.<\/span><\/span>
<\/span><\/span><\/li>- Oversee partner escalations and operational issues.<\/span><\/span>
<\/span><\/span><\/li>- Drive operational excellence and continuous service improvements.<\/span><\/span>
<\/span><\/span><\/li>- Coordinate with Sales, Finance, Compliance, Product, Marketing, and other departments to resolve partner\-related matters.<\/span><\/span>
<\/span><\/span><\/li>- Improve the overall affiliate and partner operational experience.<\/span><\/span>
<\/span><\/span><\/li>- Support workforce planning, team scalability, and operational coverage.<\/span><\/span>
<\/span><\/span><\/li>- Identify automation opportunities and process improvement initiatives.<\/span><\/span>
<\/span><\/span><\/li>- Monitor departmental performance through KPIs and reporting.<\/span><\/span>
<\/span><\/span><\/li>- Support recruitment, employee development, succession planning, and performance management.<\/span><\/span>
<\/span><\/span><\/li>- Own the Affiliate Support function KPIs, ensuring high service quality, operational efficiency, partner satisfaction, workforce performance, and effective escalation management.<\/span><\/span><\/span>
<\/li><\/ul><\/span>Requirements<\/h3>
- 3+ years of experience in Affiliate Support, Customer Support, Operations, Partner Management, Account Management, or a related field.<\/span><\/span>
<\/span><\/span><\/li>- Previous experience managing or supervising a team.<\/span><\/span>
<\/span><\/span><\/li>- Experience within Forex, Financial Services, FinTech, Online Trading, or Affiliate Operations is considered a strong advantage.<\/span><\/span>
<\/span><\/span><\/li>- Strong leadership, coaching, and people management skills.<\/span><\/span>
<\/span><\/span><\/li>- Excellent communication and stakeholder management abilities.<\/span><\/span>
<\/span><\/span><\/li>- Strong analytical, problem\-solving, and decision\-making skills.<\/span><\/span>
<\/span><\/span><\/li>- Commercial awareness and customer\-focused mindset.<\/span><\/span>
<\/span><\/span><\/li>- Ability to work under pressure and manage multiple priorities.<\/span><\/span>
<\/span><\/span><\/li>- Strong organizational and time management skills.<\/span><\/span>
<\/span><\/span><\/li>- Experience using CRM systems, ticketing systems, reporting tools, and Microsoft Office applications.<\/span><\/span>
<\/span><\/span><\/li>- Experience with Jira and Confluence will be considered an advantage.<\/span><\/span>
<\/span><\/span><\/li>- Fluent English communication skills, both written and verbal.<\/span><\/span>
<\/span><\/span><\/li>- Additional languages will be considered an advantage.<\/span><\/span><\/span>
<\/li><\/ul><\/span>Benefits<\/h3>
- Hybrid Work Model (2 days working from home)<\/span>
<\/li>- Monthly Wolt Vouchers<\/span>
<\/li>- Comprehensive Health & Life Insurance<\/span>
<\/li>- Provident Fund (Upon completion of the trial period)<\/span>
<\/li>- Summer Short Fridays (August)<\/span>
<\/li>- Additional Paid Annual Leave (up to 30 days, based on years of service)<\/span>
<\/li>- Birthday Leave<\/span>
<\/li>- Training & Education Allowance<\/span>
<\/li>- Udemy Business access<\/span>
<\/li>- Gym Membership<\/span>
<\/li>- Referral Bonus Program<\/span>
<\/li>- Additional Support<\/span>
<\/li>- Visa Sponsorship and Relocation Assistance<\/span>
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<\/div>Ready to <\/span><\/span><\/span><\/span>Kick Off an Exceptional Career?<\/span><\/span><\/b><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span>
<\/p>Join HFM<\/span><\/span><\/span><\/span> <\/span><\/span><\/b><\/span><\/span>and shape your future with a company that values<\/span><\/span><\/span><\/span> growth, innovation and people.<\/span><\/span><\/b><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span>
<\/p>Sounds like you? Let\u2019s write the next chapter together.<\/span><\/span><\/b><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span>
- Monthly Wolt Vouchers<\/span>
- Previous experience managing or supervising a team.<\/span><\/span>
- Ensure exceptional service is provided to affiliates, Introducing Brokers (IBs), and strategic partners.<\/span><\/span>