Custromer Complaints Team Lead

1 day ago

Kuala Lumpur Centre Kuala Lumpur, Malaysia Hytech Consulting Management Sdn Bhd Full time 60,000 - 120,000 per year

Responsibilities

  • Oversee and manage all trading-related complaints, ensuring timely resolution, regulatory compliance, and team adherence to standards.
  • Design, implement, and maintain complaint-handling processes (SOPs, FAQs, training materials), and ensure they are effectively applied by the team.
  • Analyze complaint data to detect patterns or systemic issues, and coordinate with other departments (IT, Risk, Finance, Product) to drive improvements in products or systems.
  • Handle high-complexity or high-impact complaint cases personally — providing expert judgment, escalation handling, and decision-making support.
  • Lead and mentor the complaints team: train staff on compliance, communication, and complaint resolution; liaise with Compliance/Legal to ensure processes meet regulatory requirements (e.g. ASIC, FCA).

Requirements

  • 3–5 years in complaints management, customer service, or trading support — ideally with exposure to financial trading / CFD / MT4-MT5 contexts, and familiarity with regulatory/compliance frameworks.
  • excellent written and verbal English, with clarity, professionalism, good grammar; able to communicate with customers, team, and cross-department stakeholders.
  • ability to analyze complaint data, spot patterns/trends, draw insights, and propose improvements; also able to handle complex complaints, make sound decisions, and exercise logical thinking and judgement.
  • capacity to lead and train a complaints team, mentor staff, oversee performance, and ensure consistent application of SOPs & best practices.
  • understanding of relevant financial regulations (e.g. ASIC, FCA), ability to develop/implement SOPs, FAQs, training material, and ensure complaint-handling processes meet regulatory standards.

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