Relationship Manager, Client Operations Specialists
ARP Digital
Role: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 hr@arpdigital.io. Shortlisted candidates will be contacted within two weeks.
