Client Experience Lead – FinTech Brokerage

Zad; Kuwait; On-site; KWD 7,000 - 11,000; Full time

Job summary

ZAD, a Kuwait-based financial services group, seeks a Client Relations Supervisor to lead the client relations team in day-to-day query allocation across channels and support onboarding, documentation, and trading activity. The role emphasizes accuracy, timely responses, and escalation management to maintain high service levels.

Collaborating with AML & KYC, Compliance & Legal and Local Market Operations, the supervisor ensures Shariah-aligned messaging and readiness for Kuwait Stock Exchange

Qualifications

• Bachelor degree in Business, Finance, Marketing or related field.
• 4+ years in client service, call centre or brokerage client support.
• 2+ years supervising or coordinating a client-facing team.
• Fluent Arabic and English (written and spoken).
• Working knowledge of CMA and Central Bank of Kuwait 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.
• Team supervision
• Clear client communication
• Regulatory awareness
• Cross-unit coordination

Skills

Client service

Supervision

Bilingual Arabic English

CRM systems

Education

Bachelor degree in Business/Finance/Marketing

Tools

CRM/ticketing systems

Job description

ZAD, a Kuwait-based financial services group, seeks a Client Relations Supervisor to lead the client relations team in day-to-day query allocation across channels and support onboarding, documentation, and trading activity. The role emphasizes accuracy, timely responses, and escalation management to maintain high service levels.

Collaborating with AML & KYC, Compliance & Legal and Local Market Operations, the supervisor ensures Shariah-aligned messaging and readiness for Kuwait Stock Exchange