Operations Generalist

ABOUT US:
Alchemy Prime Limited is an FCA-regulated, multi-asset CFD brokerage. The company provides institutional and retail clients with access to global markets, offering deep liquidity, ultra-fast execution, and top-tier support through industry-leading platforms like MetaTrader 5.

JOB ROLE OVERVIEW: 
As an Operations Generalist, you will be the backbone of our daily client and business operations. You will handle a diverse range of responsibilities spanning payment processing, client support, introducing broker (IB) management, and general sales support. Full training will be provided to ensure you are fully versed in our CRM, communication platforms, and compliance protocols.

JOB DESCRIPTION:
Payments (Deposits & Withdrawals)

• Process client deposits and withdrawals efficiently while strictly adhering to our Anti-Money Laundering (AML) controls, including our absolute prohibition of third-party payments and strict "return to source" withdrawal policy.
• Monitor daily client deposit thresholds and trigger necessary Source of Funds (SOF) or Source of Wealth (SOW) compliance checks.
• Collaborate seamlessly with the Finance and Sales teams to confirm receipt of funds and update client wallets using our dedicated internal Slack channels.

Client Support

• Provide world-class, rapid-response assistance to clients via the Intercom ticketing system and live chat.
• Adhere to our strict client support Service Level Agreements (SLAs), aiming for a 2-minute maximum response time on live chats and an initial email response time of under 10 minutes.
• Assist clients with platform setup, CRM portal navigation, and password resets, while securely verifying client identity prior to discussing any sensitive account details.
• Act as the first line of troubleshooting for trade-related enquiries, escalating business-critical issues (e.g., slippage, outages) to our 24/5 Trading Desk in New York or the Malta Dealing Desk.

Introducing Broker (IB) Management

• Facilitate the seamless onboarding of new Affiliates and Introducing Brokers, ensuring they complete required ID verifications via Sumsub.
• Prepare, issue, and log customized Referrer Agreements that dictate Cost Per Acquisition (CPA) or volume-based rebate schedules.
• Ensure UK-specific partnership compliance is met, noting that volume rebates for the UK entity are strictly limited to FCA-authorised introducing brokers or appointed representatives.

Sales Support

• Working closely with both the sales team and clients to action requests at every stage of the sales cycle.
• Collaborate seamlessly with sales managers and clients via dedicated communication channels (such as Slack or WhatsApp).
• You will also be responsible for ensuring that the sales staff are kept fully informed of their clients' ongoing onboarding status, support requirements and requests.

General Operations

• Update the Alchemy Prime UK website daily with vital Corporate Actions, including futures expiries, swap rate changes, and trading holidays.
• Track and process annual Legal Entity Identifier (LEI) renewals for our corporate clients via the Bloomberg LEI Portal, including securing client authorization and deducting applicable fees.
• Process account closure requests, manage GDPR data deletion workflows, and conduct monthly monitoring of inactive/dormant accounts in line with FCA record-keeping requirements.

PERSON SPECIFICATION:

• Experience: At least some previous similar work experience (6 months-1 year) in a professional office environment. Experience or exposure within the FX / financial space is highly preferred but not essential)
• Education: University degree required in a related field
• Skills: Exceptional written and verbal communication skills. Ability to multitask and prioritize effectively in a fast-paced, market-driven environment
• Traits: Detail-oriented with a strong understanding of the importance of financial compliance and data security

REMUNERATION & BENEFITS:
🚀Health Insurance 
🚀Mental & Physical Health Allowance 
🚀Cycle to Work Scheme
🚀Employee Assistance Program 
🚀Hybrid model: 1 day remote work per week (upon successful completion of the probationary period)
🚀Comprehensive, on-the-job training covering all operational systems and financial regulatory procedures
🚀Employee Referral Bonus
🚀Opportunity to learn and grow your career within a globally expanding fintech and brokerage group