📍 Job Overview

• Job Title: Head of Back Office & Customer Support
• Company: Squared Financial
• Location: Limassol, Lemesós, Cyprus
• Job Type: On-site
• Category: Back Office & Customer Support Management
• Date Posted: June 25, 2025
• Experience Level: 5-10 years
• Remote Status: On-site

🚀 Role Summary

• Lead and manage the Back Office department in a regulated FX/CFD environment.
• Oversee daily operations, implement internal controls, and ensure operational standards are met.
• Collaborate with various departments to address and resolve client and operational issues.
• Enhance Back Office policies and SOPs, and participate in audits and regulatory reviews.

📝 Enhancement Note: This role requires a strong understanding of payment workflows, KYC/AML frameworks, and financial services operations under CySEC, with a proven track record in a similar managerial role within a Forex/CFD Brokerage.

💻 Primary Responsibilities

• Leadership and Team Management: Lead, manage, and supervise the full Back Office & Customer Support function, ensuring all processes are executed efficiently and accurately.
• Client Onboarding and Support: Oversee the client onboarding process, ensuring timely processing of account applications, collection of required documentation, and compliance with KYC and AML standards.
• Client Fund Management: Supervise all client fund movements, monitor and approve high-value or high-risk transactions, and ensure accurate processing through PSPs or banks.
• Dispute Resolution: Manage escalations related to client fund discrepancies, processing delays, or technical issues and coordinate internal resolutions.
• Compliance and Risk Management: Ensure continuous monitoring of high-risk client accounts, transactions, and patterns, and escalate suspicious activity to Compliance or AML teams as necessary.
• Process Improvement: Implement and supervise anti-fraud measures, review and enhance Back Office policies and SOPs, and work with IT and Product teams to develop automations and reporting systems.
• Performance Tracking: Allocate and prioritize tasks across the team, conduct daily and weekly quality reviews, and prepare team activity and performance reports for senior management.
• Training and Development: Identify knowledge or performance gaps and provide structured training, development, and performance feedback to team members.

🎓 Skills & Qualifications

Education: Bachelor’s degree in Finance, Business Administration, or a related field.

Experience: At least 5 years of experience in a Forex/CFD Brokerage, with a minimum of 2 years in a managerial or supervisory Back Office and Customer Support role.

Required Skills:

• In-depth understanding of payment workflows, KYC/AML frameworks, and financial services operations under CySEC.
• Strong leadership skills and ability to manage, mentor, and motivate a team in a high-pressure environment.
• Strong knowledge of client lifecycle management and regulatory requirements.
• Proficiency in using trading platforms (MT4/MT5), PSP portals, CRMs, and client onboarding tools.
• Strong written and verbal communication skills in English.
• Analytical thinker with a proactive and solutions-oriented mindset.

Preferred Skills:

• CySEC Basic / Advanced certification.
• Experience with AI-based tools and help center improvements.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

• Demonstrate experience in managing and leading a Back Office team within a regulated FX/CFD environment.
• Showcase successful implementation of internal controls, process improvements, and compliance initiatives.
• Highlight experience in managing client fund movements, dispute resolution, and risk management strategies.

Technical Documentation:

• Provide case studies or examples of successful client onboarding processes, with a focus on KYC and AML compliance.
• Document experience in collaborating with other departments to address and resolve operational issues.
• Showcase performance metrics and key achievements in previous roles.

💵 Compensation & Benefits

Salary Range: €50,000 - €70,000 per year (Estimated based on market research for similar roles in Limassol, Cyprus)

Benefits:

• Medical Insurance (incl. Dental & Optical)
• Provident Fund
• Wolt Monthly Allowance
• Birthday Benefit
• Discount Scheme
• Team Bonding Allowance
• Continuous Training and Support

Working Hours: Full-time (40 hours/week), with potential for flexible hours and overtime during peak periods.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services, specifically Forex and CFD Brokerage.

Company Size: Medium-sized company with a focus on growth and expansion.

Founded: Not specified.

Team Structure:

• Back Office & Customer Support (Reporting to the Head of Back Office & Customer Support)
• Dealing Desk
• Compliance
• Finance
• Legal
• IT and Product
• Marketing

Development Methodology: Agile/Scrum methodologies, with a focus on continuous improvement and process optimization.

Company Website: Squared Financial

📝 Enhancement Note: Squared Financial is a growing financial services company that values strong leadership, teamwork, and a customer-centric approach. The company encourages continuous learning and development, with a focus on promoting from within.

📈 Career & Growth Analysis

Web Technology Career Level: This role is a senior management position, with a focus on strategic decision-making, team leadership, and process optimization.

Reporting Structure: The Head of Back Office & Customer Support reports directly to the Chief Operating Officer (COO) and oversees the full Back Office & Customer Support function.

Technical Impact: This role has a significant impact on the company's operational efficiency, regulatory compliance, and customer satisfaction. The Head of Back Office & Customer Support is responsible for ensuring that the department upholds the company's operational standards and contributes to its overall success.

Growth Opportunities:

• Career Progression: With proven success in this role, there may be opportunities to advance to a Chief Operating Officer (COO) or similar executive position.
• Technical Skill Development: This role offers the opportunity to develop expertise in financial services operations, regulatory compliance, and team leadership within a growing financial services company.
• Leadership Development: The Head of Back Office & Customer Support is responsible for mentoring and developing team members, providing opportunities to grow as a leader within the organization.

📝 Enhancement Note: The company values internal promotions and offers opportunities for career growth and development. Candidates with a strong track record of success in similar roles and a commitment to continuous learning and development are encouraged to apply.

🌐 Work Environment

Office Type: Modern, collaborative office space with a focus on employee well-being and productivity.

Office Location(s): Limassol, Cyprus

Workspace Context:

• Collaborative Workspace: The office features open-plan workspaces that encourage collaboration and teamwork.
• Technology and Tools: The company provides state-of-the-art technology and tools to support employee productivity and efficiency.
• Work-Life Balance: The company offers a flexible work arrangement, with opportunities for remote work and overtime during peak periods.

Work Schedule: Full-time (40 hours/week), with potential for flexible hours and overtime during peak periods.

📝 Enhancement Note: The company values work-life balance and offers a flexible work arrangement to support employee well-being and productivity. The collaborative office environment encourages teamwork and fosters a strong company culture.

📄 Application & Technical Interview Process

Interview Process:

1. Initial Screening: A brief phone or video call to discuss the role, qualifications, and career goals.
2. Technical Assessment: A practical assessment or case study to evaluate problem-solving skills, leadership, and strategic thinking.
3. Behavioral Interview: A structured interview focused on behavioral questions to assess cultural fit, communication skills, and leadership potential.
4. Final Interview: A meeting with senior leadership to discuss the role, company culture, and career growth opportunities.

Portfolio Review Tips:

• Highlight successful client onboarding processes, with a focus on KYC and AML compliance.
• Showcase experience in managing client fund movements, dispute resolution, and risk management strategies.
• Demonstrate experience in collaborating with other departments to address and resolve operational issues.

Technical Challenge Preparation:

• Brush up on knowledge of payment workflows, KYC/AML frameworks, and financial services operations under CySEC.
• Prepare examples of successful process improvements, internal control implementations, and regulatory compliance initiatives.
• Familiarize yourself with the company's products, services, and company culture.

ATS Keywords: Back Office, Customer Support, Forex, CFD, Brokerage, Payment Workflows, KYC, AML, Compliance, Team Management, Process Improvement, Leadership, Strategic Decision-Making, Client Onboarding, Client Fund Management, Dispute Resolution, Risk Management, Financial Services Operations, Agile, Scrum, Continuous Improvement, Process Optimization.

📝 Enhancement Note: The interview process is designed to evaluate candidates' technical skills, leadership potential, and cultural fit. Candidates are encouraged to prepare for the technical assessment and behavioral interview by reflecting on their past experiences and accomplishments.

🛠 Technology Stack & Web Infrastructure

Back Office & Customer Support Tools:

• Trading platforms: MT4/MT5
• PSP portals: Not specified
• CRMs: Not specified
• Client onboarding tools: Not specified
• AI-based tools: Not specified (but experience with AI-based tools is considered a plus)

Company Infrastructure:

• Not specified

📝 Enhancement Note: The company uses industry-standard trading platforms and customer relationship management tools. Experience with AI-based tools is considered a plus, as the company is looking to implement AI-based solutions to improve processing efficiency, accuracy, and reporting.

👥 Team Culture & Values

Back Office & Customer Support Values:

• Customer Focus: Prioritize customer satisfaction and ensure timely, accurate, and efficient processing of client onboarding, payments, and transactions.
• Compliance: Uphold regulatory standards and maintain a strong commitment to KYC and AML compliance.
• Teamwork: Collaborate effectively with other departments to address and resolve operational issues.
• Continuous Improvement: Regularly review and enhance Back Office policies and SOPs, and participate in audits and regulatory reviews to ensure operational excellence.

Collaboration Style:

• Cross-Functional Collaboration: Work closely with other departments, including Dealing Desk, Compliance, Finance, Legal, IT and Product, and Marketing, to address and resolve operational issues.
• Knowledge Sharing: Encourage team members to share knowledge and expertise to support continuous learning and development.
• Performance Feedback: Provide regular performance feedback and support team members' professional growth and development.

📝 Enhancement Note: The Back Office & Customer Support team values customer focus, compliance, teamwork, and continuous improvement. The team works collaboratively with other departments to ensure operational excellence and contribute to the company's overall success.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Regulatory Compliance: Stay up-to-date with changing regulatory requirements and ensure the department upholds the company's operational standards.
• Process Optimization: Continuously review and enhance Back Office policies and SOPs to improve processing efficiency, accuracy, and reporting.
• Risk Management: Monitor and manage high-risk client accounts, transactions, and patterns, and escalate suspicious activity to Compliance or AML teams as necessary.
• Team Management: Lead, manage, and supervise the full Back Office & Customer Support function, ensuring all processes are executed efficiently and accurately.

Learning & Development Opportunities:

• Regulatory Compliance: Stay up-to-date with changing regulatory requirements and best practices in financial services operations.
• Process Improvement: Develop expertise in process optimization, internal control implementation, and continuous improvement methodologies.
• Leadership Development: Enhance leadership skills through mentoring, coaching, and professional development opportunities.
• Technical Skills Development: Stay current with industry trends and emerging technologies in financial services operations and customer support.

📝 Enhancement Note: The Head of Back Office & Customer Support faces various technical challenges, including regulatory compliance, process optimization, risk management, and team management. The role offers numerous learning and development opportunities, including regulatory compliance, process improvement, leadership development, and technical skills development.

💡 Interview Preparation

Technical Questions:

• Regulatory Compliance: Describe your experience with payment workflows, KYC/AML frameworks, and financial services operations under CySEC. How have you ensured regulatory compliance in your previous roles?
• Process Optimization: Walk us through a process improvement initiative you led in a previous role. What was the outcome, and what did you learn from the experience?
• Risk Management: How have you managed high-risk client accounts, transactions, and patterns in your previous roles? Can you provide an example of a suspicious activity you escalated to Compliance or AML teams?
• Team Management: Describe your experience leading and managing a Back Office team. How have you motivated and developed your team members in a high-pressure environment?

Company & Culture Questions:

• Company Culture: How do you see yourself fitting into our company culture, and what aspects of our culture appeal to you the most?
• Team Collaboration: How have you collaborated with other departments in your previous roles to address and resolve operational issues? Can you provide an example of a successful cross-functional collaboration project?
• Customer Focus: How have you prioritized customer satisfaction and ensured timely, accurate, and efficient processing of client onboarding, payments, and transactions in your previous roles?

Portfolio Presentation Strategy:

• Case Studies: Prepare case studies that demonstrate your experience in managing and leading a Back Office team within a regulated FX/CFD environment.
• Process Improvement: Highlight successful process improvement initiatives, internal control implementations, and regulatory compliance initiatives.
• Risk Management: Showcase experience in managing high-risk client accounts, transactions, and patterns, and escalating suspicious activity to Compliance or AML teams as necessary.

📝 Enhancement Note: The interview process is designed to evaluate candidates' technical skills, leadership potential, and cultural fit. Candidates are encouraged to prepare for the technical assessment and behavioral interview by reflecting on their past experiences and accomplishments.

📌 Application Steps

To apply for this Head of Back Office & Customer Support position:

1. Review the Job Description: Carefully read the entire job description to ensure you meet the required qualifications and understand the role's responsibilities and requirements.
2. Update Your Resume: Tailor your resume to highlight your relevant experience, skills, and accomplishments in Back Office and Customer Support management, with a focus on regulatory compliance, process improvement, and risk management.
3. Prepare Your Portfolio: Gather examples of successful client onboarding processes, process improvement initiatives, and risk management strategies to showcase your experience and accomplishments.
4. Research the Company: Familiarize yourself with Squared Financial's products, services, and company culture. Prepare thoughtful questions to ask during the interview process to demonstrate your interest in the role and the company.
5. Practice Interview Questions: Rehearse your responses to common interview questions, focusing on your experience, skills, and accomplishments in Back Office and Customer Support management.
6. Apply: Submit your application through the application link provided in the job listing.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.