The desk behind the desk — operations that never sleep.
Software does not verify a passport, chase a failed card payment or explain a withdrawal delay to a client. Our managed back office runs those functions for brokers and prop firms — inside your systems, under your procedures, with an audit trail.
Most brokerages break in operations, not in technology.
Platforms and CRMs are bought once. Back office is a daily obligation: every deposit reconciled, every document reviewed, every withdrawal approved within the window a client will tolerate. Understaff it and the symptoms show up as complaints, chargebacks, unreconciled balances and audit findings.
Symptoms we are usually called about
- Onboarding backlogs during a marketing campaign.
- Withdrawals taking days because one person approves everything.
- No coverage outside one time zone, on weekends or at market open.
- Month-end reconciliation done manually, late, and differently each time.
- IB commission disputes that nobody can evidence.
What changes
- Defined response windows per task type, measured monthly.
- Segregated approvals, so sales never releases client money.
- Written procedures that survive resignations and holidays.
- Daily reconciliation with an exception log instead of a month-end scramble.
- A named escalation contact when something goes wrong at 03:00.
Functions we can take on.
Take the whole back office or only the parts you cannot staff. Scope is agreed function by function, in writing.
Client onboarding desk
Document review, KYC and AML checks against your policy, sanction and PEP screening escalations, account approval or rejection with a written reason, and re-verification cycles as documents expire.
Deposits & withdrawals
Payment matching and crediting, withdrawal verification against your approval matrix, source-of-funds queries, failed-payment chasing, chargeback documentation and daily reconciliation to platform balances.
Trading account administration
Account creation and grouping, leverage and swap changes, demo-to-live conversions, credit and bonus handling under your rules, and platform-side corrections with a logged approval trail.
IB & partner administration
Partner onboarding, rebate structure setup, monthly commission runs, statement issuance, dispute investigation and payout preparation for finance sign-off.
Client support desk
Tier-1 and tier-2 support across email, live chat and messaging channels, in your brand voice, with escalation paths into dealing, risk, compliance or technology.
Reporting & reconciliation
Daily operational reports, month-end packs, ledger-to-platform reconciliation, exception logs and the evidence trail your auditors and regulator will ask for.
Three ways firms use us.
Shift extension
You keep your core team and we cover the hours they cannot — evenings, weekends, holidays and market-open peaks — using your systems and your procedures.
Full managed back office
We operate the entire back office as an embedded function: named operators, documented procedures, service levels and a single point of escalation.
Launch support
For new brokerages: we run operations through the first months while you hire, then hand over with written procedures and trained staff rather than tribal knowledge.
How the engagement is governed.
Outsourcing operations is a control question before it is a cost question. These are the controls we put in place by default.
Assigned operators who learn your product, jurisdictions and client base — not a rotating pool.
Every task runs from a written procedure agreed with you and version-controlled, so the process survives staff changes.
Operations never approve their own financial actions; approval thresholds and four-eyes checks are configured in the CRM.
Least-privilege CRM and platform roles, masked client data where it is not needed, IP restrictions and logged sessions.
Agreed response and completion targets per task type, reported monthly against actuals.
A defined route into dealing, risk, compliance and engineering, with a duty contact for incidents.
What we do not do.
Clear limits protect both sides.
We are not the licence holder
Regulatory responsibility, client money and final compliance decisions stay with your entity and its officers. We execute your procedures and evidence the execution.
Back office is not the dealing desk
Exposure, hedging and B-book decisions belong to a separate function. See 24/7 dealing desk & risk management.
Tell us which hours and which functions are exposed.
We will come back with a scoped coverage model, the controls that apply and a realistic transition plan.