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Global Trading Complaints Manager
2 weeks ago
About Us
Hytech Empire is a leading player in the financial industry, dedicated to providing exceptional customer experiences.
Job Description
We are seeking a highly skilled professional to join our team as the Global Trading Complaints Lead. This role requires 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.
Responsibilities
- Oversee trading complaints management, ensuring efficiency and adherence to compliance requirements.
- Develop, refine, and update complaint-handling SOPs, FAQs, and training materials, ensuring effective execution within the team.
- Analyze complaint data to identify trends and drive cross-departmental improvements.
- Handle complex and high-impact complaint cases, providing expert decision-making support.
- Ensure all complaint-handling processes comply with local regulations by working closely with the Compliance team.
- Lead and train the complaints team to enhance their expertise and customer communication skills.
- Act as a liaison between departments, collaborating with IT, Risk, Finance, and Product teams to drive product and system improvements related to complaints.
- Report key complaint trends, data insights, and recommendations to management regularly.
Requirements
- 3-5 years of experience in complaints management, customer service, or trading support, with leadership experience preferred.
- Strong knowledge of financial trading, MT4/MT5, and CFD products is a plus.
- Proven ability to develop and implement SOPs, FAQs, and training programs.
- Strong analytical skills, capable of identifying trends from complaint data and proposing improvement strategies.
- Excellent written and verbal communication skills in English, with the ability to convey ideas clearly and professionally.
- Strong logical thinking, multi-tasking abilities, and problem-solving skills in a fast-paced environment.
- Understanding of financial industry compliance requirements and ability to work effectively with Compliance and Legal teams.
