Global Trading Team Lead

1 week ago


Kuala Lumpur, Kuala Lumpur, Malaysia Hytech Empire Full time

Add expected salary to your profile for insights

We are looking for a highly skilled professional with strong experience in complaints management, particularly in trading-related matters. The ideal candidate will have a deep understanding of complaint handling processes, be able to develop and refine SOPs, FAQs, and training frameworks, and effectively communicate across departments. Strong leadership, compliance awareness, and problem-solving abilities are essential for success in this role.

Role Overview

As the Global Trading Complaints Lead, you will be responsible for overseeing and optimizing the trading complaints management process to ensure efficiency, consistency, and regulatory compliance. You will directly handle complex complaint cases, lead initiatives to improve SOPs, training, and FAQs, and enhance the team's ability to manage customer complaints effectively. This role requires close collaboration with multiple departments and global teams—including Compliance, Risk, Product, and IT—to improve customer experience and mitigate compliance risks.

Responsibilities

  1. Oversee trading complaints management, ensuring efficiency and adherence to compliance requirements.
  2. Develop, refine, and update complaint-handling SOPs, FAQs, and training materials, ensuring effective execution within the team.
  3. Analyze complaint data to identify trends and drive cross-departmental improvements.
  4. Handle complex and high-impact complaint cases, providing expert decision-making support.
  5. Ensure all complaint-handling processes comply with local regulations (e.g., ASIC, FCA) by working closely with the Compliance team.
  6. Lead and train the complaints team to enhance their expertise and customer communication skills.
  7. Act as a liaison between departments, collaborating with IT, Risk, Finance, and Product teams to drive product and system improvements related to complaints.
  8. Report key complaint trends, data insights, and recommendations to management regularly.

Requirements

  1. 3-5 years of experience in complaints management, customer service, or trading support, with leadership experience preferred.
  2. Strong knowledge of financial trading, MT4/MT5, and CFD products is a plus.
  3. Proven ability to develop and implement SOPs, FAQs, and training programs.
  4. Strong analytical skills, capable of identifying trends from complaint data and proposing improvement strategies.
  5. Excellent written and verbal communication skills in English, with the ability to convey ideas clearly and professionally. Strong command of grammar.
  6. Strong logical thinking, multi-tasking abilities, and problem-solving skills in a fast-paced environment.
  7. Understanding of financial industry compliance requirements and ability to work effectively with Compliance and Legal teams.
#J-18808-Ljbffr

  • Kuala Lumpur, Kuala Lumpur, Malaysia Businesslist Full time

    Businesslist is seeking a talented Global Trade and Shipping Specialist to lead our global trade and shipping initiatives. As a specialist, you will be responsible for developing and implementing strategies to optimize our international trade operations.Key responsibilities include:Developing and executing plans to improve customs clearance processes and...


  • Kuala Lumpur, Kuala Lumpur, Malaysia oilandgasjobsearch Full time

    Job Description:The Trading Operations team sits within Supply Trading & Shipping and is responsible for supporting the trading business. Operations have a key role to play in ensuring that the front to back process runs smoothly, technical expertise is provided, and that valuable data and information is collected, entered and forwarded in a timely manner in...


  • Kuala Lumpur, Kuala Lumpur, Malaysia Commerz Global Service Solutions Full time

    About Our Company Industry OverviewCommerz Global Service Solutions operates at the forefront of the financial services industry, driven by a passion for innovation, customer-centricity, and operational excellence.With a rich history of serving clients across various sectors, we continue to evolve and adapt to the changing landscape of global commerce,...


  • Kuala Lumpur, Kuala Lumpur, Malaysia BASF SE Full time

    We are looking for a Global Trading Operations Manager to join our team in the Asia Pacific region. In this role, you will be responsible for overseeing the implementation of enhanced efficient and effective processes in AP countries for all business units.About the PositionThe Asia Pacific Trading Center (APTC) is a critical component of our global trading...


  • Kuala Lumpur, Kuala Lumpur, Malaysia Alchemy Global Solutions Full time

    RequirementsTo be successful in this role, you will need:5-10 years of experience in operations and sales management, with proven leadership experience in managing teamsA deep understanding of trading, liquidity, risk management, and retail markets, with a focus on global market trendsStrong interpersonal and communication skills, ability to develop...


  • Kuala Lumpur, Kuala Lumpur, Malaysia EBC Financial Group Full time

    EBC Financial Group is a global financial services provider with a mission to create value for our clients and become a trusted partner in the global financial market.We are seeking a Global Trading Operations Expert to join our team, who will be responsible for ensuring the smooth operation of our trading platforms and related systems.The ideal candidate...


  • Kuala Lumpur, Kuala Lumpur, Malaysia HSBC Full time

    About This RoleWe are looking for a highly skilled and experienced professional to lead our Global Trade Solutions (GTS) team as a Senior Manager – Global Trade Solutions Sales.In this critical leadership position, you will be responsible for driving revenue growth, developing new GTS opportunities, and building strong customer relationships.Your Key...

  • Operations Analyst

    10 hours ago


    Kuala Lumpur, Kuala Lumpur, Malaysia Standard Chartered Life and Careers Full time

    We are seeking an Operations Analyst - Trade Lead to join our team at Standard Chartered Life and Careers. As an Operations Analyst - Trade Lead, you will play a vital role in the delivery of Trade Finance Operations within the bank.Key Responsibilities:Demonstrate awareness and understanding of the Group's business strategy and model as it relates to Trade...


  • Kuala Lumpur, Kuala Lumpur, Malaysia Jobstreet Malaysia Full time

    Add expected salary to your profile for insightsKey Responsibilities:To carry out investigation on suspicious Trade Finance related transactions and to highlight potential trade irregularities, fraud or non-compliance of Anti-Money Laundering and Counter Financing of Terrorism (AML/CFT) guidelines and other related regulatory requirements.To assist Head of...


  • Kuala Lumpur, Kuala Lumpur, Malaysia HSBC Full time

    Some careers grow faster than others.If you're looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential.HSBC's Global Trade Solutions (GTS) comprises over 4,500 people across more than 60 countries, helping suppliers and buyers with their export and import finance needs. Trade is where...


  • Kuala Lumpur, Kuala Lumpur, Malaysia OCBC Bank Full time

    Job Overview">OCBC Bank is seeking an experienced professional to lead our trade and supply chain product strategy. As Head of Trade and Supply Chain Product, you will be responsible for implementing product strategies and roadmaps in line with the country's trade business strategy and plan.">Key Responsibilities:">">Work closely with the Head, Global Trade...


  • Kuala Lumpur, Kuala Lumpur, Malaysia SC Johnson Full time

    The APAC Global Trade Compliance (GTC) Manager is the single point of accountability for SCJ's Trade Compliance program design, strategy, and policy in the APAC region. The GTC Manager supports the achievement of corporate business objectives and operational goals, while ensuring compliance with all legal and risk-mitigation requirements. The GTC Manager...

  • Trade Product Lead

    6 days ago


    Kuala Lumpur, Kuala Lumpur, Malaysia OCBC Bank Full time

    Job Description">The Head of Trade and Supply Chain Product will be responsible for leading the development and implementation of our trade and supply chain product strategies.">This role requires a strong understanding of trade finance products and services, as well as experience in product management, business development, and team leadership.">The...

  • Global Trade Expert

    5 days ago


    Kuala Lumpur, Kuala Lumpur, Malaysia Averis Full time

    Averis is a multinational Global Business Services and Solutions provider established in 2006. We specialize in Finance & Accounting, Human Resources, IT Project & Operation, Shipping Documentation, Change Management, Recruitment Process Outsourcing, Corporate Function Services, and Digital.We support our customers across various industries, from...


  • Kuala Lumpur, Kuala Lumpur, Malaysia Hong Leong Bank Berhad Full time

    Job SummaryWe are seeking a seasoned professional to join our Middle Office team as Head, Middle Office. The successful candidate will be responsible for providing independent control over the activities of the Trading and Sales Desk and driving operational efficiency across the business.ResponsibilitiesLead the Middle Office team and oversee daily...


  • Kuala Lumpur, Kuala Lumpur, Malaysia Commerz Global Service Solutions Full time

    Job Summary The role of Trade Finance Test Specialist at Commerz Global Service Solutions involves providing system support and testing for various trade finance operating systems. The incumbent will be responsible for analyzing and optimizing existing standard operating procedures, supervising and executing system testing, ensuring timely delivery of...

  • Marketing Team Lead

    10 hours ago


    Kuala Lumpur, Kuala Lumpur, Malaysia IntelliPro Full time

    About the RoleThe successful candidate will be responsible for driving our marketing efforts in the region as a Regional Marketing Assistant/Manager. This is an exciting opportunity to join our team and contribute to the development and execution of multi-channel marketing strategies that support business goals.In this role, you will work closely with our...


  • Kuala Lumpur, Kuala Lumpur, Malaysia BestForexBonus Full time

    BestForexBonus | Senior Trader RoleJob Summary: We are seeking an experienced trader to join our team as a Senior Trader. The successful candidate will have a proven track record of success in trading and a deep understanding of market dynamics.Main Responsibilities:Oversee daily trading activities to ensure efficient and compliant operations.Manage trading...


  • Kuala Lumpur, Kuala Lumpur, Malaysia Trading Central Full time

    Are you passionate about finance and innovation? Do you want to be part of a team that is making a real difference in the lives of self-directed investors? Look no further than Trading Central, a global leader in investment analytics and research.We are seeking a talented Market Research and Development Lead to join our team, responsible for driving the...


  • Kuala Lumpur, Kuala Lumpur, Malaysia HSBC Full time

    About UsHSBC has a rich history in trade finance, dating back to 1865 when we facilitated commerce between Europe, North America and Asia.Today, our Global Trade Solutions (GTS) team comprises over 4,500 professionals across more than 60 countries. We help suppliers and buyers with their export and import finance needs.We are seeking an experienced...