Client Experience Lead - Bilingual (Finance & Compliance)

Zad; Kuwait City; On-site; KWD 12,000 - 18,000; Full time

Job summary

ZAD in Kuwait City seeks a Client Relations Supervisor to oversee the client relations team, allocate queries across channels, supervise responses on account opening, documentation and trading activity, and handle escalations.

You will ensure client-facing answers are accurate and aligned with Shariah-compliant products and regulatory positions, supporting readiness for Kuwait Stock Exchange and ADGM market launches.

Qualifications

• Bachelor degree in Business, Finance, Marketing or related field.
• 4+ years in client service, call centre or brokerage client support.
• At least 2 years supervising or coordinating a client-facing team.
• Fluent written and spoken Arabic and English.
• Working knowledge of CMA and Central Bank of Kuwait client-facing requirements.
• Experience with CRM or ticketing systems and service level reporting.
• Familiarity with brokerage account opening and KYC documentation is an advantage.

Responsibilities

• Supervise daily allocation and coverage of client queries across phone, email and digital channels.
• Resolve escalated client complaints and record outcomes through to closure.
• Monitor response and resolution times against agreed service levels and act on breaches.
• Review a sample of client interactions for accuracy, tone and Shariah and regulatory consistency.
• Coordinate with AML & KYC on client onboarding documentation and pending account cases.
• Brief and train team members on new products, market launches and procedure changes.
• Maintain accurate client records and case notes in company systems.
• Report client issue trends and recurring root causes to the Client Relations Manager.
• Support readiness of client-facing scripts and FAQs for Kuwait Stock Exchange and ADGM market launches.

Skills

Team supervision

Complaint handling

Service level discipline

Clear client communication

Bilingual correspondence

Regulatory awareness

Attention to detail

Cross-unit coordination

Composure under pressure

Education

Bachelor degree in Business, Finance, Marketing or related field

Tools

CRM

Ticketing systems

Job description

ZAD in Kuwait City seeks a Client Relations Supervisor to oversee the client relations team, allocate queries across channels, supervise responses on account opening, documentation and trading activity, and handle escalations.

You will ensure client-facing answers are accurate and aligned with Shariah-compliant products and regulatory positions, supporting readiness for Kuwait Stock Exchange and ADGM market launches.