Team Leader Customer Support

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 continues to lead the UAE market as a trusted partner for innovative and fully integrated HR services. With more than a decade of experience and a highly skilled team, we are proud to support organizations across the region with tailored workforce solutions.

We are currently hiring a Team Leader Customer Support on behalf of a prestigious client, based in their Dubai office.

Job Purpose:

To lead the company's, Invest client-servicing function within RBBG and act as the single point of contact for company's Invest matters. The role is responsible for delivering consistent, timely and compliant client support; managing the Customer Service Specialists; coordinating resolution across the Contact Centre, Digital, Operations and IT Service Management; overseeing complex and escalated cases; and continuously improving the end-to-end client-servicing experience.

Job Description:

• Lead the day-to-day company's Invest servicing function, allocate workload based on priority, complexity, service levels and capacity, and ensure accurate and timely handling of client enquiries, service requests and complaints.
• Act as RBBG’s single point of contact for company's Invest servicing matters and retain ownership of complex and escalated cases through to closure.
• Manage, coach and develop the Customer Service Specialists through clear performance objectives, quality reviews, case calibration, training, cross-skilling and business-continuity coverage.
• Coordinate support across the Contact Centre for basic enquiries; RBBG and Digital for product and digital-functionality matters; Operations for settlement, custody and corporate actions; and IT Service Management for incidents and technical defects.
• Maintain clear escalation routes, ownership and service-level standards and represent servicing requirements in governance forums, incident calls and release-readiness reviews.
• Ensure client interactions, instructions, consent, hand-offs, approvals, escalations and resolutions are recorded in approved systems with complete supporting evidence and audit trails.
• Oversee complaint, incident and control escalations and promptly refer vulnerable-customer, conduct, suitability, fraud, financial-crime, information-security, data-protection and operational-risk concerns to the appropriate control owner.
• Support approved follow-up for incomplete onboarding journeys, account activation, feature reminders and client education without providing investment advice or making performance representations.
• Maintain the RBBG servicing elements of the company's Invest while and supporting UAT, trading testing, servicing readiness, scripts, FAQs and escalation arrangements for releases.
• Produce management information and monitor company's Invest-specific KPIs covering onboarding completion, incomplete-onboarding recovery, activation turnaround time, first-investment conversion, service SLA achievement, first-contact resolution, repeat contacts, transaction-support resolution, incident impact, complaint resolution, client experience, case quality, backlog ageing, engagement response and release and training readiness.
• Use service data, client feedback, complaints and root‑cause analysis to recommend measurable improvements in client experience, control effectiveness, productivity, digital adoption and servicing processes.
• Provide factual servicing support only within approved scripts and procedures; do not provide investment advice, recommend securities, execute unauthorized transactions, guarantee outcomes or independently amend product, operational or technology rules.

Skills & Qualifications:

• Bachelor’s degree in business, Finance, Banking, Economics or a related discipline, or equivalent relevant professional experience.
• 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, corporate actions and digital servicing journeys.
• 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.
• Relevant professional qualifications in wealth management, investment operations, customer service or financial services are preferred but not mandatory.
• Proficiency in written and spoken English is required; Arabic language capability is preferred.