Muhammad Aamir Bin Phool Nawaz
Bandar Saujana Putra
Summary
Senior Operations and Customer Experience Executive with leadership experience across fintech and multi-country service environments. Expertise in building high-performing teams, optimizing service delivery, and driving revenue growth through strategic business development and compliance alignment.
Overview
16
16
years of professional experience
Work History
Regional Business Development Director
Macro Global Markets
Kuala Lumpur
11.2024 - 01.2026
- Built the Business Development Department from the ground up, covering team structure, recruitment, workflows, KPI ownership, and regional expansion
- Executed IB onboarding and trader acquisition initiatives, resulting in significant deposit growth across South and Southeast Asia
- Worked directly with the CEO on market expansion, commercial priorities, and growth execution across multiple countries
- Partnered closely with Operations, Customer Service, Product, and Payments teams to align client onboarding, deposit journeys, partner activation, and post acquisition service continuity
- Enhanced end-to-end customer lifecycle performance through integration of acquisition, retention, payment accessibility, service responsiveness, and partner support across regional markets
- Coordinated cross-functional efforts to ensure campaign readiness and operational scalability, maintaining customer experience consistency during rapid market expansion
- Led the FollowMe sponsorship campaign in India including offline client events and trading competitions
- Built and led a cross functional regional team across Pakistan, India, and the Philippines covering Business Development and Marketing
- Represented the company at Traders Fair Manila and supported preparations for Money Expo India and Forex Expo Dubai
- Built and led the Marketing Department responsible for brand development, communication strategy, and creative execution
- Directed the full rebranding including presentation decks, digital and print materials, social media design, and event assets
- Developed the official Brand Book to standardize visual identity and communication standards
- Relaunched Cent, Standard, and ECN account types with competitive trading conditions
- Implemented swap free trading with grace periods and negative balance protection
- Designed deposit bonus and cashback campaigns to support acquisition and retention
- Developed multi tier IB partnership programs with performance based rebate structures
- Oversaw MT4 dynamic leverage and swap control integrations for real time risk management
- Elevated customer trust and service consistency by aligning product conditions, payment accessibility, and communication standards with trader expectations across multiple client segments
- Reason for Leaving: Role concluded due to lack of organizational direction
Head of Business Development, Customer Service and Product Development
Duhani Capital
Kuala Lumpur
05.2024 - 10.2024
- Established the regional Business Development organization, setting KPIs, OKRs, pipelines, and reporting structures across multiple countries
- Scaled business presence through IB acquisition, academy partnerships, influencers, trading groups, and high value networks
- Conducted market tours, seminars, and direct partner meetings to enhance brand visibility and facilitate client onboarding
- Launched Partner Support Program, Affiliate Program, and bonus campaigns to drive acquisition, retention, and partner loyalty
- Built the Customer Service department from zero, including SOPs, SLAs, QA, escalation flows, and dashboards
- Implemented Zendesk as the central live chat and ticketing system
- Introduced Confluence as a unified knowledge base for all client facing teams
- Elevated first response time, CSAT, resolution rate, and agent performance standards through targeted initiatives
- Collaborated daily with PSP, Risk, Compliance, and IT to ensure service continuity and rapid incident resolution
- Onboarded and optimized JazzCash, Easypaisa, UPI, and regional PSPs in India and Vietnam
- Built local depositor networks to ensure fast and frictionless client funding
- Developed workflows for PSP outages, liquidity incidents, and operational escalations
- Oversaw rollout of Low Spread, Zero, Islamic, and Bonus / Non Bonus Accounts
- Drove copy trading implementation through Brokeree Solutions
- Designed the 30% Tradable Bonus Program with anti abuse controls
- Enhanced partner ecosystem with structured support programs that fostered collaboration and loyalty
- Improved brand trust through launches on WikiFX, Trustpilot, Brokersview, and Myfxbook
- Reason for Leaving: Employment concluded due to organizational funding decisions
Head of Operations
Dupoin Markets
Kuala Lumpur
06.2023 - 05.2024
- Led the launch of Asia operations, setting up the full operational structure including hiring, training, quality control, SLAs, and core processes
- Designed and rolled out regional sales and operations strategy supporting growth goals
- Managed and coached the sales team to improve performance and productivity
- Streamlined workflows to improve conversion and customer satisfaction
- Prepared forecasts, budgets, and performance updates for senior management
- Ensured regulatory compliance and documentation readiness for audits
- Researched payment systems and gateway pricing recommendations
Customer Service Operations Manager
Capital.com
Kuala Lumpur
10.2021 - 02.2023
- Led daily end to end support operations
- Managed chat and ticket volumes through queue optimization and shrinkage analysis
- Created onboarding and refresher training programs across systems and workflows
- Managed daily, weekly, and monthly performance reviews
- Built shift schedules and WFM planning reports
- Created Zendesk dashboards for real time monitoring
- Supported sales webinars, roadshows, and high value client escalations
- Conducted quarterly payment system research and gateway implementation testing
- Built the Asia customer service chapter across India, Vietnam, Malaysia, Indonesia, Thailand, Hong Kong, Taiwan, and the Philippines
Team Manager | QA Specialist | Senior Technical Support Executive
Exness
Kuala Lumpur
03.2013 - 10.2021
- Led South Asia technical support teams across Bangladesh, India, Pakistan, Sri Lanka, Nepal, and Maldives
- Coordinated escalations, incident reporting, bug tracking, and IT support to resolve issues efficiently
- Facilitated collaboration among Sales, Partnerships, Risk, Compliance, and Marketing teams to ensure effective operations.
- Ensured adherence to CSAT, response speed, chat acceptance, and verification standards for quality service
- Performed QA audits, coaching, and scorecards
- Led onboarding, mentoring, and ramp plans
- Executed NPS follow-ups and senior client escalations to enhance client satisfaction and retention
Restaurant Supervisor
Sarpino's Pizzeria
Subang Jaya
01.2010 - 01.2011
- Supervised daily restaurant operations and maintained service standards.
- Trained and mentored staff to enhance teamwork and efficiency.
- Delivered front line customer service, resolved complaints, and coordinated team activities to enhance guest satisfaction
- Managed cashier reconciliation and conducted stock checks while processing phone orders to ensure efficient operations
- Maintained inventory levels and coordinated supply orders.
Trainee
Agensi Pekerjaan JobsWorld
Kuala Lumpur
10.2009 - 12.2009
- Conducted candidate screenings and interviews to evaluate qualifications.
- Assisted in coordinating recruitment processes for various client positions.
- Sourced candidates through Jenjobs and JobStreet to enhance recruitment efforts.
- Maintained candidate databases using applicant tracking systems effectively.
- Coordinated administrative tasks, candidate communication, interview scheduling, and documentation management.
Education
Professional Certificate - Information Technology
Olympia College
Kuala Lumpur, Malaysia01-2013
Science Stream
Lalarukh Model School
Wah Cantt, PakistanSkills
Operations Leadership
Customer Experience Excellence
Service Delivery Oversight
Business Development Leadership
Revenue and Deposit Growth
SLA, QA and Escalation Management
Workforce Planning and Capacity Management
PSP and Payment Operations
Risk, Compliance and KYC Coordination
Business Continuity Strategy
Process Transformation
Cross Functional Leadership
Budgeting and Forecasting
Executive Reporting and Board Readiness
Systems And Platforms
- Zendesk
- Confluence
- Jira
- Slack
- Salesforce
- MetaTrader 4
- MetaTrader 5
- Sumsub
- Brokeree Solutions
- PSP Integrations
- CRM Systems
Languages
- English
- Urdu
- Hindi
References
Available upon request
Core Leadership Strengths
- Operations Leadership
- Customer Experience Excellence
- Service Delivery Oversight
- Business Development Leadership
- Revenue and Deposit Growth
- SLA, QA and Escalation Management
- Workforce Planning and Capacity Management
- PSP and Payment Operations
- Risk, Compliance and KYC Coordination
- Business Continuity Strategy
- Process Transformation
- Cross Functional Leadership
- Budgeting and Forecasting
- Product Lifecycle Management
- Stakeholder and Vendor Oversight
- Executive Reporting and Board Readiness
Personal Information
- Age: 33
- Notice Period: Immediate
- Marital Status: Married
Timeline
Regional Business Development Director
Macro Global Markets
11.2024 - 01.2026
Head of Business Development, Customer Service and Product Development
Duhani Capital
05.2024 - 10.2024
Head of Operations
Dupoin Markets
06.2023 - 05.2024
Customer Service Operations Manager
Capital.com
10.2021 - 02.2023
Team Manager | QA Specialist | Senior Technical Support Executive
Exness
03.2013 - 10.2021
Restaurant Supervisor
Sarpino's Pizzeria
01.2010 - 01.2011
Trainee
Agensi Pekerjaan JobsWorld
10.2009 - 12.2009
Professional Certificate - Information Technology
Olympia College
Science Stream
Lalarukh Model School