Investments Support Team Lead (Dubai)

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

Job summary

Transguard Workforce Solutions is hiring a Team Leader Customer Support in Dubai to lead the Invest servicing function for a prestigious client. You will manage a team of Customer Service Specialists, coordinate across multiple functions, and ensure compliant, timely client support with strong governance and analytics.

The role emphasizes ownership of complex cases, escalation management, and continuous improvement of the end-to-end servicing journey in a regulated financial environment.

Qualifications

• Bachelor’s degree or equivalent professional experience in a related field.
• Experience leading a client-service or operations team.
• Experience handling escalated client cases.
• Knowledge of investment products and servicing lifecycles.
• Understanding of customer-protection, privacy and risk controls.

Responsibilities

• Lead the day-to-day Invest servicing function and allocate workload by priority and capacity.
• Be the single point of contact for Invest servicing matters and own complex cases through to closure.
• Coach and develop Customer Service Specialists with clear objectives and training.
• Coordinate support across Contact Centre, Digital, Operations and IT Service Management.
• Maintain escalation routes, ownership, and service-level standards; represent servicing requirements.
• Ensure interactions, instructions, consent, hand-offs and resolutions are properly recorded with audit trails.
• Oversee escalations related to complaints, incidents, and risk concerns to the appropriate owner.
• Support onboarding, activation, reminders and client education without giving investment advice.
• Monitor KPIs and provide data-driven recommendations to improve experience and processes.
• Provide compliant servicing support within approved scripts and procedures.

Skills

Team leadership

Client-service experience

Escalation management

English proficiency

Education

Bachelor’s degree in business/finance/economics

Tools

CRM software

Job description

Transguard Workforce Solutions is hiring a Team Leader Customer Support in Dubai to lead the Invest servicing function for a prestigious client. You will manage a team of Customer Service Specialists, coordinate across multiple functions, and ensure compliant, timely client support with strong governance and analytics.

The role emphasizes ownership of complex cases, escalation management, and continuous improvement of the end-to-end servicing journey in a regulated financial environment.