Invest Servicing Team Lead – Dubai

Transguard Workforce Solutions; Dubai; On-site; AED 180,000 - 300,000; Full time

Job summary

Transguard Workforce Solutions is seeking a Team Leader Customer Support in Dubai to lead the Invest servicing function, manage the Customer Service Specialists, and coordinate support across channels and operations. This role prioritizes compliant, timely client service and escalation management within a regulated financial-services environment.

The ideal candidate has 3+ years in banking/wealth management, 2+ years in a team-lead role, and strong CRM/tool experience, with excellent English

Qualifications

• Bachelor's degree in business, finance, banking, economics or related field.
• Minimum 3 years of relevant experience in banking, wealth management, investment-platform servicing, brokerage support, digital channels or a comparable regulated financial-services environment, including at least 2 years in a team-lead capacity.
• Demonstrated experience leading a client-service or operations team and managing escalated client cases.
• Working knowledge of investment products, onboarding, order and transaction lifecycles, settlement, custody and corporate actions.
• Strong understanding of customer-protection principles, complaints management, operational risk, data privacy, financial-crime controls and audit requirements.
• Experience with CRM or case-management tools, service dashboards, incident management, UAT and process documentation.
• Proficiency in written and spoken English; Arabic preferred.

Responsibilities

• Lead the day-to-day Invest servicing function, allocate workload by priority, complexity, service levels and capacity.
• Act as the single point of contact for Invest servicing matters and own complex/escalated cases through to closure.
• Coach and develop Customer Service Specialists through performance objectives, quality reviews, and training.
• Coordinate support across Contact Centre, Digital, Operations and IT Service Management.
• Maintain escalation routes, ownership and service-level standards and participate in governance forums and reviews.
• Ensure interactions, instructions and resolutions are recorded with complete evidence and audit trails.
• Oversee escalation handling and refer sensitive issues to appropriate control owners.
• Support onboarding, activation and client education without giving investment advice.
• Contribute to KPIs and management information for onboarding, activation, first-contact resolution, and customer experience.
• Provide improvements based on data, feedback and root-cause analysis.

Skills

Team leadership

Customer service

Escalation management

CRM / case-management tools

Digital servicing

English proficiency

Education

Bachelor’s degree in business, Finance, Banking, Economics

Tools

CRM systems

Case management tools

Job description

Transguard Workforce Solutions is seeking a Team Leader Customer Support in Dubai to lead the Invest servicing function, manage the Customer Service Specialists, and coordinate support across channels and operations. This role prioritizes compliant, timely client service and escalation management within a regulated financial-services environment.

The ideal candidate has 3+ years in banking/wealth management, 2+ years in a team-lead role, and strong CRM/tool experience, with excellent English